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- Tasks: Lead complex investigations and manage complaints for the council.
- Company: Join a dynamic local government team focused on service improvement.
- Benefits: Enjoy a competitive hourly rate and flexible working options, including WFH three days a week.
- Why this job: Make a real impact by shaping service improvements and enhancing community trust.
- Qualifications: Experience in investigation, strong communication skills, and ability to handle sensitive issues required.
- Other info: Opportunity to work in a vibrant London location with a supportive team culture.
Our client is looking for an experienced Complaint Investigator. As an Investigator in the Customer & Exchequer Services division, you’ll take the lead on handling complex complaints received through the council’s Corporate Complaints process. You’ll be responsible for investigating Stage Two and Three complaints and responding to enquiries from the Housing Ombudsman and the Local Government and Social Care Ombudsman, ensuring transparency, accountability, and high-quality service delivery across the organisation.
The role involves acting as a key advisor to departments on managing complaints, guiding investigations, and ensuring best practice is followed. You’ll play a strategic part in identifying learning from complaints, helping to shape service improvements and support a culture of continuous learning. You’ll also apply the council’s compensation policy and advise on fair, timely resolutions.
In addition, you’ll support the Tenancy and Leaseholders Arbitration Tribunals, assessing applications, clerking hearings, and drafting decisions in accordance with tribunal rules and legal frameworks. You’ll also contribute to training and development across services, helping teams build confidence and consistency in complaint handling and resolution.
Key responsibilities:
- Lead complex investigations under the Council’s Corporate Complaints procedure and draft high-quality responses.
- Respond to enquiries from the Housing Ombudsman and Local Government and Social Care Ombudsman.
- Provide expert advice to departments on complaint handling, promoting best practice and service improvement.
- Identify learning from complaints and work with senior managers to implement positive change.
- Act as clerk and adviser to Tenancy and Leaseholders Arbitration Tribunals, ensuring compliance with legal frameworks.
- Support and deliver training on complaint investigation, compensation policy, and tribunal procedures across the council.
How will you make an impact as our Investigator?
- Relevant experience at investigator level, ideally within a local government setting.
- Proven ability to manage large caseloads, meet tight deadlines, and deliver under pressure.
- Skilled in drafting complex correspondence and detailed reports on sensitive issues.
- Strong research capability with confidence using multiple data sources and IT systems to support investigations.
- Organised and outcome-focused, with a track record of translating plans into practical, measurable actions.
- Excellent written and verbal communication skills, with the ability to engage a wide range of stakeholders.
- Sharp analytical thinking, with the ability to interpret complex information and reach logical conclusions.
- Ability in influencing and negotiating with internal and external stakeholders, including senior officers, councillors, MPs, and ombudsman bodies.
Location – Tooley Street (London Bridge)
Working patterns – 36 hour week, WFH 3 days a week.
The first part of our recruitment process is to send your CV. Should you be shortlisted, Colbern Limited will contact you within 5 days or we may contact you about other job opportunities. Colbern Limited along with our clients are an equal opportunities employer.
Specialist Project Professional employer: Colbern Limited
Contact Detail:
Colbern Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Specialist Project Professional
✨Tip Number 1
Familiarise yourself with the council's Corporate Complaints process. Understanding the specific procedures and guidelines will help you demonstrate your knowledge during interviews and discussions.
✨Tip Number 2
Network with professionals in local government or complaint investigation roles. Engaging with current employees can provide insights into the role and may even lead to referrals, increasing your chances of landing the job.
✨Tip Number 3
Prepare for potential scenario-based questions by practising how you would handle complex complaints. Think about past experiences where you've successfully resolved issues and be ready to share those examples.
✨Tip Number 4
Stay updated on best practices in complaint handling and service improvement. Being knowledgeable about current trends and methodologies will show your commitment to continuous learning and improvement in the field.
We think you need these skills to ace Specialist Project Professional
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience as an investigator, particularly in local government settings. Emphasise your ability to manage large caseloads and meet tight deadlines.
Craft a Strong Cover Letter: Write a cover letter that addresses the specific responsibilities of the role. Mention your skills in drafting complex correspondence and reports, and how you can contribute to service improvements.
Showcase Your Communication Skills: In your application, provide examples of your excellent written and verbal communication skills. Highlight instances where you've engaged with various stakeholders effectively.
Demonstrate Analytical Thinking: Include examples in your application that showcase your sharp analytical thinking. Discuss how you've interpreted complex information and reached logical conclusions in past investigations.
How to prepare for a job interview at Colbern Limited
✨Understand the Complaint Process
Familiarise yourself with the council's Corporate Complaints process. Be prepared to discuss how you would handle complex complaints and ensure transparency and accountability in your investigations.
✨Showcase Your Investigative Skills
Prepare examples from your past experience where you've successfully managed large caseloads and met tight deadlines. Highlight your ability to draft detailed reports and correspondence on sensitive issues.
✨Demonstrate Strong Communication Abilities
Practice articulating your thoughts clearly, as excellent written and verbal communication skills are crucial for this role. Be ready to engage with various stakeholders and explain how you would influence and negotiate effectively.
✨Highlight Your Analytical Thinking
Be prepared to discuss how you interpret complex information and reach logical conclusions. Share instances where your sharp analytical skills led to positive outcomes in previous roles.
