Location
Wembley, London Borough of Brent

Hours
Full Time (hours not specified)

Salary
£48,003 per annum

About the Role
Join the complaints service at Brent Council and make a real difference to customers and across the Council. Brent is a vibrant London borough, spanning both inner and outer London, known for its economic, environmental, ethnic, and social diversity. The iconic Wembley Stadium dominates the skyline, reflecting the borough’s unique character and valued community.

The Council is undergoing a far-reaching transformation agenda to better meet the needs of its community, making this an exciting time to join us.

As a Complaints Investigator within the Complaints and Casework team, you will ensure the delivery of a high-quality complaints service to customers and the Council. You will undertake corporate and, where required, statutory complaint investigations in accordance with relevant policies and legislation. Your work will focus on complaints escalated to stage 2 of the Council’s complaint process, requiring investigation and drafting responses on behalf of Corporate Directors.

You will have the opportunity to mentor and advise colleagues in other departments on complaints management and assist them in using learning from complaints to drive service improvements. Additionally, you will provide complaints training across the Council and liaise with key bodies and partner agencies to obtain information and respond to queries related to complaint investigations.

Brent Council values its employees and offers a supportive working environment with benefits including up to 33 days annual leave (depending on length of service) plus bank holidays, excellent pension scheme (LGPS), hybrid and flexible working options, family-friendly policies, health and wellbeing support, financial assistance programs, travel perks, learning and development opportunities, and access to exclusive discounts through My Brent Rewards.

Experience
Comprehensive knowledge of the corporate complaints process and associated legislation. Experience in undertaking complex investigations, drafting comprehensive responses, and working collaboratively with colleagues at all levels within an organisation.

Experience with Microsoft Dynamics D365, Excel, and Northgate V6 is desirable but not essential.

About you
A keen, hardworking individual passionate about complaints as a key part of learning and service improvement in local government. Excellent communication and analytical skills with a good standard of spoken and written English to communicate effectively at different levels and produce clear, concise complaint responses.

Strong motivational skills with the ability to manage competing priorities and meet tight deadlines.

Qualifications
No specific qualifications are stated as mandatory; however, relevant experience and skills in complaints investigation and management are essential.