Location: Wembley, Brent (Hybrid 3 days in office, Mondays mandatory)
Rate: £23.81 per hour PAYE
Contract: 5 months
About the Role
We are looking for an experienced Complaints Investigator to support the delivery of a high-quality complaints service within a local authority environment. The role will focus on investigating Stage 1 complaints, particularly within Housing Needs, Homelessness, and Temporary Accommodation, helping to reduce a backlog while driving service improvements.
Key Responsibilities
- Investigate and resolve complex complaints in line with statutory and corporate procedures.
- Produce clear, evidence-based responses to residents.
- Work closely with Housing Needs teams and other departments.
- Identify trends and recommend service improvements.
- Prepare reports and present findings to senior managers.
- Support continuous improvement in complaint handling across the organisation.
Essential Requirements
- Experience investigating complex complaints and producing detailed written outcomes.
- Background in local authority, housing, homelessness, regulatory, or similar public sector complaints environments.
- Knowledge of housing legislation.
- Strong analytical, communication, and stakeholder ma...
