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- Tasks: Lead investigations into complex complaints and draft high-quality responses.
- Company: Join a dynamic council focused on transparency and high-quality service delivery.
- Benefits: Enjoy opportunities for training, development, and a supportive work culture.
- Why this job: Make a real impact by shaping service improvements and promoting continuous learning.
- Qualifications: Relevant experience in investigation, strong communication skills, and ability to manage caseloads.
- Other info: Support tribunal processes and engage with various stakeholders for effective resolutions.
The predicted salary is between 36000 - 60000 £ per year.
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 and the specific roles of the Housing Ombudsman and Local Government and Social Care Ombudsman. Understanding these frameworks will help you demonstrate your knowledge during interviews and show that you're ready to hit the ground running.
✨Tip Number 2
Highlight any previous experience you have in managing complex complaints or investigations, especially within a local government context. Be prepared to discuss specific cases where you successfully navigated challenges and delivered positive outcomes.
✨Tip Number 3
Showcase your analytical skills by preparing examples of how you've used data to inform your investigations or improve processes. This will illustrate your ability to translate complex information into actionable insights, which is crucial for this role.
✨Tip Number 4
Prepare to discuss your approach to training and development in complaint handling. Think about how you can contribute to building confidence and consistency across teams, as this is a key aspect of the Investigator role.
We think you need these skills to ace Complaint Investigator
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Complaint Investigator. Familiarise yourself with the council's Corporate Complaints process and the key skills required for the role.
Tailor Your CV: Highlight your relevant experience in complaint handling or investigation, especially within local government settings. Emphasise your ability to manage large caseloads and meet tight deadlines, as these are crucial for this position.
Craft a Strong Cover Letter: In your cover letter, demonstrate your understanding of the importance of transparency and accountability in complaint investigations. Provide examples of how you've successfully handled complex issues and contributed to service improvements in previous roles.
Showcase Communication Skills: Since excellent written and verbal communication skills are essential, ensure your application reflects this. Use clear, concise language and structure your documents well to engage the reader effectively.
How to prepare for a job interview at Social Care Locums
✨Understand the Role Thoroughly
Before your interview, make sure you have a solid grasp of the responsibilities and expectations of the Complaint Investigator role. Familiarise yourself with the council’s Corporate Complaints process and be ready to discuss how your experience aligns with their needs.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills and ability to handle complex complaints. Think of examples from your past experiences where you successfully managed similar situations and be prepared to explain your thought process.
✨Showcase Your Communication Skills
As this role involves engaging with various stakeholders, demonstrate your excellent written and verbal communication skills during the interview. Be clear and concise in your responses, and consider how you can convey complex information effectively.
✨Highlight Your Analytical Abilities
The role requires sharp analytical thinking. Be ready to discuss how you interpret complex information and reach logical conclusions. Share specific examples of how your analytical skills have led to successful outcomes in previous roles.
