Brent is a tremendously vibrant London borough where the iconic arch of Wembley Stadium dominates the skyline. Spanning both inner and outer London, it is a borough of huge contrasts in terms of its economic, environmental, ethnic and social make up. Brent’s diversity is evident to all who visit our borough and our long history of ethnic and cultural diversity has created a place that is truly unique and valued by those who live and work here.
The council is pursuing a far-reaching transformation agenda that better meets the needs of our community so it is an exciting time to join us.
We are looking for a Complaints Investigator to work in our Complaints and Casework team. The role will ensure we deliver a high quality complaints service to customers and the Council. You will be responsible for undertaking corporate and where required statutory complaint investigations in accordance with relevant policies and legislation. You will work with a great team in the Governance department covering those complaints which have been escalated to stage 2 of the Council’s complaint process and require investigating and drafting on behalf of the Corporate Directors and on occasions the Chief Executive.
You will also have the opportunity to mentor and advise colleagues in other departments on complaints management and assist them in using the learning from complaints to drive service improvements.
You will provide complaints training to colleagues across the Council and liaise with key bodies and partner agencies to obtain information and answer queries in relation to complaint investigations.
You will have a comprehensive knowledge of the corporate complaints process and associated legislation. You will also have experience in undertaking complex investigations, drafting comprehensive responses and working with colleagues at all levels within an organisation.
We are looking for a keen, hardworking individual who is passionate about complaints, and values them as a key part of learning to inform improvements across local government.
You will have excellent communication and analytical skills and a good standard of spoken and written English to communicate with audiences at different levels and produce clear and concise complaint responses.
You will have good motivational skills and be able to manage competing priorities and meet tight deadlines. Experience in Microsoft Dynamics D365, Excel and Northgate V6 is desirable but not essential
Location: Civic centre and other locations from time to time
If you are interested in applying for this job, please start by clicking the "Apply Now" button below. You must provide a supporting statement as part of your application that clearly shows how you meet the criteria on the Person Specification. We will accept a CV in support of your application, however, you should still provide a supporting statement.
Brent Council values the diversity of its community and aims to have a workforce that reflects this and therefore encourage applications from all sections of the community. We positively encourage all applicants to self-identify their characteristics in the diversity survey section in the application.
We are committed to safer recruitment and safeguarding and promoting the welfare of children and young people and expect all staff and volunteers to share this commitment. Applicants should be aware that posts working with children, young people and vulnerable adults are subject to an Enhanced DBS check as well as other employment clearances.
The information we collect from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. Further details of how your information will be used by us and Cifas and your data protection rights, can be found here.
Brent has a positive approach to flexible working.
As a disability confident employer Brent welcomes applications from people with all disabilities, including “non-visible” disabilities and mental health conditions. We will interview any disabled applicant who meets the essential criteria. If you require reasonable adjustments to be made to any part of the recruitment process due to your disability, please contact us on email@example.com