Complaints Investigator

Complaints InvestigatorLocation: Hybrid Brent AreaPay Rate: £30.88 per hourAbout the Role:We are seeking an experienced Complaints Investigator to support the Complaints and Casework Manager in delivering a high-quality, responsive complaints service across. This is a key role involving complex investigations, stakeholder engagement, and driving service improvements across multiple departments.Key Responsibilities: Lead and undertake corporate and statutory complaint investigations across all servicesManage and oversee Stage 2 complaints, including drafting responses on behalf of Corporate DirectorsProvide updates on high-profile and sensitive cases to senior leadership, including the Chief Executive and LeaderProduce detailed investigation reports with clear findings and actionable recommendationsIdentify trends and support departments in learning from complaints to improve service deliveryMake decisions on corrective actions and compensation where appropriateCoordinate responses to Ombudsman enquiries, ensuring compliance with required timescalesAct as a key advisor to staff across the Council on complaints handling and investigation processes Candidate Requirements: Extensive experience in local authority complaints handlingStrong background in housing, repairs, homelessness, or public realm complaints (desirable)Proven experience managing Stage 2 complaints and working with senior stakeholdersExcellent report writing and analytical skillsStrong interpersonal skills with ..... full job details .....