Complaints Investigator in Wembley

LB Brent are currently looking for a Complaints Investigator to join their team on a contract basis.

Job Purpose

Support the Complaints and Casework Manager in the delivery of a high quality complaints service to customers and the Council. Lead on a range of projects designed to raise service standards and performance in all aspects of complaints management spanning the entire council. Personally undertake corporate and statutory complaint investigations covering the whole spectrum of the Council's responsibilities and mentor other staff who have been assigned investigations to progress. Produce management reports for departmental management teams and the Corporate Management team.

Accountabilities and Responsibilities

• Provide updates where appropriate to senior managers, the Chief Executive and the Leader on contentious and high profile complaints.
• Lead and assist departments in learning from complaints and using them to drive service improvements.
• Produce reports setting out the conclusions arising from investigations together with associated recommendations for the Complaints and Casework Manager, the Chief Executive and other senior managers.
• Make decisions on corrective actions and compensation payments and develop strategic solutions to ensure that the service improvements arising from complaint investigations are implemented.
• Coordinate and respond to Local Government and Social Care Ombudsman and Housing Ombudsman enquiries and investigations and ensure that these are responded to within the required timescale.
• Serve as a first point of contact to staff across the Council and provide advice and guidance in connection with complaint investigations.
• Address the strategic training needs of the organisation through the analysis of complaints and other factors and address those needs through the development and delivery of appropriate training modules.
• Review stage 1 complaint responses investigated by service areas and highlight areas for improvement, addressing these through the development of guidance material, policies, procedures, and case studies.
• Develop and deliver strategic solutions to enable departments to improve their management of and learning from complaints and to achieve the performance targets required and provide advice and assistance to Strategic Directors, and senior managers on how improvements can be implemented.
• Serve as project team lead in respect of a range of projects assigned by the Complaints and Casework Manager.
• Contribute to quarterly and annual reports for CMT and Cabinet.
• Assist in the administration of the Council's complaints and casework database.
• Deliver training and guidance to staff on the use of the system.
• Support the Adult and Children's Social Care Departments in the effective management of complaints and to ensure that the council complies with the associated statutory complaints legislation.
• Draw on detailed knowledge of departments and their processes to thoroughly investigate complaints also considering relevant legislation and policies.
• Produce information reports for individual departments and the Council as a whole and present these reports at management meetings and other forums.
• Safeguarding is everyone's responsibility and all employees are required to act in such a way that at all times safeguards the health and well-being of children and vulnerable adults.
• Carry out duties with due regard to the Council's Customer Care, Equal Opportunities, Information Governance, Data Protection and Health and Safety and Emergency Planning & Awareness policies and procedures.
• Employees should embed environmental sustainability into their work, actively contributing to Brent becoming a carbon-neutral borough in 2030.
• Undertake any other duties commensurate with the general level of responsibility of this.

This is an equal opportunities employer.