At a Glance
- Tasks: Investigate complaints and support service improvements for the Council.
- Company: Leicestershire County Council, dedicated to enhancing community services.
- Benefits: Gain valuable experience, develop skills, and enjoy flexible working options.
- Other info: 6-month secondment with opportunities for career growth and learning.
- Why this job: Make a real difference in the lives of children and families in Leicestershire.
- Qualifications: Degree or equivalent, with experience in complaint investigations and strong analytical skills.
The predicted salary is between 29700 - 36300 £ per year.
As a Complaints Investigator and Resolution Officer, you will
- Assess and investigate complaints received by the Council at Stage 1 and Stage 2, alongside MP enquiries.
- Work proactively with the SENA service managers to achieve early resolution wherever possible.
- Conduct thorough and proportionate investigations, including reviewing evidence, interviewing key parties and analysing complex information.
- Produce clear, concise and well-reasoned investigation reports and complaint responses.
- Support responses to the Local Government and Social Care Ombudsman.
- Work with managers to identify service improvements and ensure lessons learned are embedded.
- Analyse complaints trends and performance data to inform organisational learning.
- Build effective relationships with colleagues, partners and members of the public at all levels.
This post is politically restricted therefore the post holder is disqualified from undertaking certain political activities under the Local Government Officers (Political Restrictions) Regulations 1990., Experience or knowledge of Local Government complaints processes, Children's Services, Social Care, Special Educational Needs and Disabilities (SEND), or Ombudsman investigations would be particularly advantageous.
- Why Apply? This secondment offers an excellent development opportunity to:
- Gain exposure to corporate complaints and governance processes.
- Develop advanced investigation and report-writing skills.
- Build experience working with senior managers across the organisation.
- Influence service improvement and organisational learning.
- Broaden your knowledge of statutory complaints procedures and Ombudsman investigations.
Are you an experienced problem solver with excellent investigative, analytical and communication skills, and a passion for improving services?
We are seeking a motivated and impartial Complaints Investigator and Resolution Officer to join our Special Educational Needs and Assessment Team on a 6-month secondment.
This is an exciting opportunity to gain experience in corporate complaints management, working across a wide range of council services to investigate complex complaints, identify learning opportunities and support service improvement.
Requirements
- Degree or equivalent Experience of investigating complaints, reviews, appeals, casework or other complex enquiries. Experience in carrying out complaint investigation
- Strong analytical and problem-solving skills, with the ability to assess evidence objectively and reach balanced conclusions.
- Excellent written and verbal communication skills, including report writing.
- The confidence to challenge constructively and influence positive outcomes.
- Experience of working with a diverse range of stakeholders and handling sensitive issues.
- The ability to work independently whilst managing multiple priorities.
- Strong IT skills and experience of using case management or CRM systems.
- About Leicestershire County Council
At Leicestershire County Council, we're committed to making a real difference in people's lives.
Our aim is to work with communities and partners to deliver public services that make Leicestershire the best possible place to live and work for everyone.
Our employees play a key role in supporting this goal and helping us deliver the vital services we provide to the people of Leicestershire.
Whether you're starting your career or looking for your next challenge, you'll find a place with us where your ideas are valued, and your work has purpose.
For further information on what it's like to work for us and the benefits we offer, please refer to the following
This is a 6-month secondment opportunity.
Applicants should discuss the opportunity with their current manager before applying.
If you are looking for a challenging and rewarding role where your work can make a real difference to Leicestershire children, young people and their families, we would welcome your application.
In addition, we also expect you to share and to delivering accessible and inclusive services which meet the needs of all of our residents.
You will be asked to demonstrate your understanding of these commitments as part of the selection process.
Reasonable adjustments will be considered for applicants with a disability.
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Interested in Flexible Working?
We are open to discussions about flexible working, which may include part time working, job sharing, term-time working, flexible start and finish times, and hybrid working, depending on the requirements of the role and the service.
If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below.
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Complaints Investigator and Resolution Officer employer: Leicestershire County Council
Leicestershire County Council is an exceptional employer, offering a dynamic work environment at County Hall in Glenfield, Leicester. With a strong commitment to employee growth and development, we provide opportunities for meaningful contributions to the community, particularly in supporting children and young people with additional needs. Our inclusive work culture promotes flexibility, collaboration, and innovation, making it an ideal place for those looking to make a real difference in education and inclusion.
Contact Details:
Leicestershire County Council Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Investigator and Resolution Officer
✨Get Engaged in Local Politics
Dive into your local council meetings or community boards. These spaces are packed with people who are already in the public sector and might have insider tips on upcoming temporary roles. Plus, you can connect directly with key decision-makers.
✨Stay Alert for Seasonal Recruitment
Many public sector jobs ramp up during certain times of the year, especially around election seasons or local budget planning periods. Keep your eyes peeled for recruitment drives during these windows, as they're prime times for temporary positions.
✨Leverage Online Job Portals
Don’t forget to check government job boards or websites like the local council's site for temporary postings. This is where many roles first get advertised, and applying directly here can speed things up.
✨Tap Into Your University Resources
If you're at university, make the most of your career services to discover opportunities in the public sector. They often have connections with local government employers who are looking for temporary staff and can help you polish your approach.
We think you need these skills to ace Complaints Investigator and Resolution Officer
Some tips for your application 🫡
Emphasise your understanding of public policy:In your application, make sure to highlight any knowledge or experience you have related to public policy, governance or community engagement. Show us how you can contribute to the public sector’s mission, especially if you've worked on relevant projects or initiatives before!
Tailor your CV to the sector's expectations:When crafting your CV, focus on including experiences that showcase your ability to work within government structures or similar environments. Use clear, concise language and consider adding any volunteer work or internships that reflect your commitment to public service.
Show flexibility and willingness to learn:Since this is a temporary role, it’s crucial to convey your adaptability and eagerness to pick up new skills quickly. In your cover letter, let us know how you plan to make the most of this short-term experience and what you hope to learn from it.
Include relevant certificates and training:If you've completed any training or have certifications that are relevant to the role (like public administration, project management, or data analysis), don't forget to mention them. These can really make you stand out in the application process!
How to prepare for a job interview at Leicestershire County Council
✨Demonstrate Your Commitment to Public Service
In the government and public sector, showing that you're genuinely passionate about serving the community is key. Get ready to share examples where you've contributed to social good or tackled community issues, as this will resonate with interviewers from Leicestershire County Council.
✨Prepare for Policy and Regulatory Questions
Expect questions about policies, regulations, or recently implemented government initiatives. Brush up on the latest news relating to public sector developments—being informed will help you demonstrate that you're ready to hit the ground running, especially in a temporary role.
✨Flexibility is Your Best Friend
Since this is a temporary role, emphasise your ability to adapt quickly. Share examples where you've successfully taken on new challenges or adjusted to different team dynamics, that'll show Leicestershire County Council that you’re reliable and can effectively support various projects without a long onboarding process.
✨Prepare to Showcase Teamwork Skills
In the public sector, collaboration is vital. Be ready to discuss past experiences working in teams, especially in diverse environments. Highlight how you've contributed positively to group settings—this could really set you apart from other candidates in this temporary role.
