Investigation Officer
We are outstanding, you can be too. We are looking for an organised and diligent Investigation Officer to join our team here at Portland Charity in ensuring a fair, responsive and high‑quality complaints process across the organisation. In this crucial role, you will manage investigations from initial contact through to resolution, ensuring those involved are treated with dignity, respect, and professionalism.
What you will be doing
* Coordinating and managing the full complaints investigation process.
* Delivering timely, thorough, and impartial reviews of complaints.
* Supporting stakeholders, including vulnerable individuals, to raise concerns and provide feedback.
* Maintaining accurate records and documentation for audit purposes.
* Monitoring actions and improvements arising from investigations, ensuring that managers are supported in following up on these actions.
* Preparing regular reports for the Senior Management Team.
* Conducting root cause analysis assessments to identify trends and recommend improvements.
* Supporting data protection and equality impact assessments within the Quality Team.
* Contributing to internal audits and continuous improvement initiatives across the organisation.
Key qualifications and traits
* Resilient and able to remain calm under pressure.
* Excellent written and verbal communication skills.
* Strong attention to detail and commitment to high levels of accuracy in work.
* Analytical mindset with the ability to identify trends and improvements.
* Experience in complaints handling or customer service.
* Demonstrable background in a regulated environment (education or care preferred).
* Experience working collaboratively across multiple teams.
* Strong understanding of GDPR and data protection requirements.
* Ability to work sensitively with a diverse range of stakeholders, including vulnerable individuals.
Qualifications
* Level 2 in English, Maths and ICT.
Benefits
* A rewarding career and working towards positive outcomes for our learners and citizens.
* Enhanced holidays of 33 days per year (pro rata) and the option to buy up to 10 additional days.
* Eligibility for a Blue Light Card with access to a wide range of discounts.
* Free and confidential access to an Employee Assistance Programme.
* Free parking on site and access to a subsidised canteen with a variety of meal options (main campus only).
* Opportunities for development of knowledge and skills on the job through training, mentoring and qualifications.
* Free life assurance providing a payment of 4× your annual salary to your family in the event of your death.
Working hours
Monday – Friday: 8:30 am – 4:30 pm. This role may require some out‑of‑hours attendance and offers flexibility to hours which can be discussed at interview.
Equality and diversity statement
Portland Charity is committed to promoting equality, challenging discrimination and developing community cohesion. We welcome applications from all sections of the community.
Safe recruitment and safeguarding
This role may involve regulated activity with learners and citizens. All applicants must undergo an enhanced DBS check and provide proof of right to work in the UK. It is an offence to apply for this role if you are included in the child and/or adult barred list.
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