Complaints Investigator

Complaints Investigator

• Hourly Rate: -23.81 PAYE OR -31.35 Umbrella
• Location: Wembley, HA9 - Hybrid working (3 days onside)
• Job Type: Temporary (until October 2026 with possible extension)

We are seeking a skilled Complaints Investigator with extensive experience in handling complex complaints, particularly in the areas of housing, repairs, homelessness, and public realm issues. This role requires managing stage 1 complaints and drafting responses on behalf of senior stakeholders, necessitating a blend of tact, diplomacy, and tenacity to ensure thorough investigations and resolutions.

Day-to-day of the role:

• Handle and investigate stage 1 complaints across various domains including housing, repairs, homelessness, and public realm.
• Draft and prepare response documents on behalf of Corporate Directors, ensuring accuracy and appropriateness of the content.
• Interact and communicate effectively with senior stakeholders to gather necessary information and feedback for complaint resolution.
• Follow through on investigations diligently, ensuring all aspects are thoroughly explored and resolved.
• Maintain high standards of documentation and record-keeping throughout the complaint handling process.

Required Skills & Qualifications:

• Proven experience within Local Authority & homelessness complaints handling
• Experience managing stage 1 complaints and preparing executive-level correspondence.
• Strong ability to interact with and influence senior stakeholders.
• Excellent written and verbal communication skills, with a focus on tact and diplomacy.
• Demonstrable tenacity in following through on investigations to ensure resolution.
• Ability to work independently and as part of a team in a dynamic environment.

To apply for the Complaints Investigator position, please submit your CV your relevant experience.