Job Description
Complaints Investigator
* Hourly Rate: £23.81 PAYE OR £31.35 Umbrella
* Location: Wembley, HA9 – Hybrid working (3 days onside)
* Job Type: Temporary (until October 2026 with possible extension)
We are seeking a skilled Complaints Investigator with extensive experience in handling complex complaints, particularly in the areas of housing, repairs, homelessness, and public realm issues. This role requires managing stage 1 complaints and drafting responses on behalf of senior stakeholders, necessitating a blend of tact, diplomacy, and tenacity to ensure thorough investigations and resolutions.
Day-to-day of the role:
* Handle and investigate stage 1 complaints across various domains including housing, repairs, homelessness, and public realm.
* Draft and prepare response documents on behalf of Corporate Directors, ensuring accuracy and appropriateness of the content.
* Interact and communicate effectively with senior stakeholders to gather necessary information and feedback for complaint resolution.
* Follow through on investigations diligently, ensuring all aspects are thoroughly explored and resolved.
* Maintain high standards of documentation and record-keeping throughout the complaint handling process.
Required Skills & Qualifications:
* Proven experience within Local Authority & homelessness complaints handling
* Experience managing stage 1 complaints and preparing executive-level correspondence.
* Strong ability to interact with and influence senior stakeholders.
* Excellent written and verbal communication skills, with a focus on tact and diplomacy.
* Demonstrable tenacity in following through on investigations to ensure resolution.
* Ability to work independently and as part of a team in a dynamic environment.
To apply for the Complaints Investigator position, please submit your CV your relevant experience.