Complaints Investigator

?? Complaints Investigator - Southwark Council
?? Location: Tooley Street, London Bridge (3 days WFH per week)
?? Contract: 3+ Months (with potential extension)
?? Rate: £27/hour (Umbrella)
?? Hours: 36 hours per week
?? Start: ASAP

Southwark Council is seeking a dedicated and experienced Complaints Investigator to join their Housing Department within the Customer Experience Division. This role is essential in managing complex Stage 2 and Stage 3 complaints and Local Government Ombudsman (LGO) enquiries, ensuring fair outcomes and improved service delivery.

You will also support the Tenancy and Leaseholders Arbitration Tribunal process, delivering clear, legally compliant decisions, and contributing to better outcomes for residents and the Council.

This is a hybrid role with 3 days per week working from home, and your base location will be at the Council's offices on Tooley Street near London Bridge.

• Investigate complex complaints under the Corporate Complaints procedure

• Draft detailed responses to Stage 2/3 complaints and LGO enquiries

• Provide support and clerking for Arbitration Tribunals

• Implement and advise on the Council's Compensation Policy

• Work with senior managers to embed lessons learned from complaints

• Deliver staff training on complaint handling and arbitration processes

• Liaise with stakeholders including complainants, the Ombudsman, and internal departments

• Act as deputy to the Investigations Manager when required

• Proven experience handling complex complaints in a housing, local government, or public sector setting

• Knowledge of complaints policies, LGO procedures, and relevant legislation

• Strong written and verbal communication skills with the ability to produce clear, balanced reports

• Confidence in managing sensitive issues and negotiating fair outcomes

• Understanding of arbitration or tribunal procedures is desirable

• Highly organised with the ability to meet deadlines independently

• Experience delivering training or service improvement initiatives

• Familiarity with housing law or customer experience within public services