Investigation And Information Assistant

Investigation and Information Assistant

Location:  West London Hybrid 
Rate: £25.49 per hour
Contract: Full-time, temporary assignment for 3 months initially
Working Pattern: Office-based, minimum 4 days per week
Are you a confident communicator with strong attention to detail and a proactive approach to problem-solving? We’re looking for two Investigation and Information Assistants to join a busy Complaints and Resolution team within a London Local Authority.
This is a fast-paced role where you’ll be handling member enquiries, supporting complaint resolution, and helping deliver accurate, timely responses that make a real difference to residents.
The Role
You’ll play a key part in managing enquiries and supporting resolution across housing and repairs services. The role involves gathering information, drafting clear responses, updating records, and working closely with internal teams, residents, and contractors.
This is a deadline-driven position that suits someone who can stay organised, work independently, and take ownership of their caseload.
Key Responsibilities: 

• Respond to elected member enquiries in a clear, professional manner.
• Gather information from internal teams and systems to produce accurate responses.
• Draft well-structured written communications tailored to the audience.
• Keep clear, concise records and update internal case notes.
• Liaise with residents, contractors, and colleagues to support quick resolution.
• Support complaint handling, including Stage 2 and Housing Ombudsman enquiries.
• Track and report on enquiry activity and outcomes.
• Assist managers and contribute to service improvement.

About You

• Strong written and verbal communication skills.
• Excellent attention to detail and a clear, organised approach.
• Confident managing a busy workload and meeting deadlines.
• Skilled in Microsoft Office, including Word, Excel, and Outlook.
• Able to work proactively, using initiative and good judgement.
• Experience in complaints, housing, or resident support is highly desirable.
• Background in local government or public sector environments would be an advantage.

What’s on Offer

• £25.49 per hour.
• A supportive, collaborative team environment.
• Excellent experience within a busy public sector setting.
• The opportunity to develop your skills in complaints and stakeholder management.

Keywords Member enquiries, complaints handling, complaint resolution, housing complaints, resident liaison, stakeholder management, case management, investigation support, customer service, local government, public sector, housing repairs, repairs complaints, stage 2 complaints, Housing Ombudsman enquiries, written communication, verbal communication, Microsoft Office, Excel, Outlook, data entry, record keeping, administration, report writing, deadline driven, caseload management, time management, problem solving, dispute resolution, service improvement, team support, internal liaison, external liaison, council services, resident support, enquiry handling, accurate records, complaints administration, coordination, organisation, proactive working.

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