Complaints Investigator

Location: Wembley, Brent (Hybrid 3 days in office, Mondays mandatory)

Rate: £23.81 per hour PAYE
Contract: 5 months

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.

• 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.

• 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 management skills.

We will also add your details to our mail out lists. Please note you may receive details of roles outside of your immediate vicinity, asmany candidates are able to relocate temporarily for work. Pleasedisregard any such emails that are not of interest and let us know if you would rather not receive such mailouts and/or if you wish us to delete your details and prefer to apply direct to our advertised roles.

If you do not hear from us within three working days, unfortunately your application has not been shortlisted on this occasion. Thank you for yourinterestin working with us.

Qualification details and any other experience/skills relevant to the role to help support your application should be clearly shown in your CV.