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- Tasks: Lead investigations into complex complaints and draft high-quality responses.
- Company: Join a dynamic council focused on transparency and service improvement.
- Benefits: Enjoy a supportive work culture with opportunities for training and development.
- Why this job: Make a real impact by shaping service improvements and promoting best practices.
- Qualifications: Relevant experience in investigation, strong communication skills, and analytical thinking required.
- Other info: Opportunity to engage with senior stakeholders and contribute to meaningful change.
The predicted salary is between 28800 - 48000 £ per year.
Job Description
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.
For more information, please contact Simone at Social Care Locums.
Complaint Investigator employer: Social Care Locums
Contact Detail:
Social Care Locums Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaint Investigator
✨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 show that you're ready to hit the ground running.
✨Tip Number 2
Network with professionals in local government or complaint handling roles. Engaging with current employees can provide insights into the role and the organisation, which can be invaluable when discussing your fit for the position.
✨Tip Number 3
Prepare examples of how you've successfully managed complex complaints or investigations in the past. Being able to articulate your experience with real-life scenarios will showcase your skills and make you a more compelling candidate.
✨Tip Number 4
Stay updated on best practices in complaint handling and resolution. Demonstrating your commitment to continuous learning and improvement will resonate well with the interviewers and align with the council's values.
We think you need these skills to ace Complaint Investigator
Some tips for your application 🫡
Understand the Role: Before you start writing your application, make sure you fully understand the responsibilities and requirements of the Complaint Investigator position. Tailor your application to highlight how your skills and experiences align with the key responsibilities outlined in the job description.
Highlight Relevant Experience: In your CV and cover letter, emphasise any relevant experience you have in complaint handling or investigations, particularly within a local government setting. Use specific examples to demonstrate your ability to manage large caseloads and meet tight deadlines.
Showcase Your Skills: Make sure to showcase your strong written and verbal communication skills. Provide examples of complex correspondence or reports you've drafted, and highlight your analytical thinking abilities by discussing how you've interpreted complex information in past roles.
Tailor Your Cover Letter: Craft a compelling cover letter that not only introduces yourself but also explains why you're passionate about the role. Discuss how you can contribute to service improvements and support a culture of continuous learning within the organisation.
How to prepare for a job interview at Social Care Locums
✨Understand the Complaint Process
Familiarise yourself with the council's Corporate Complaints process. Be prepared to discuss how you would handle complex complaints and what steps you would take to ensure transparency and accountability.
✨Showcase Your Investigative Skills
Highlight your experience in managing large caseloads and meeting tight deadlines. Be ready to provide examples of past investigations you've led, focusing on your analytical thinking and problem-solving abilities.
✨Communicate Effectively
Demonstrate your excellent written and verbal communication skills. Practice articulating your thoughts clearly, as you'll need to engage with a variety of stakeholders, including senior officers and ombudsman bodies.
✨Emphasise Continuous Learning
Discuss how you identify learning from complaints and implement positive changes. Show your commitment to service improvement and how you can contribute to training and development across services.
