Senior Formal Complaint Investigator

£33,820 to £36,298 per annum

Scale NJC PO1

37 hours per week (permanent)

Hybrid (based at Darby House, Telford) with the option of becoming a homeworker. Job share will also be considered.

This is an exciting opportunity to join the Customer Relationship team at Telford & Wrekin Council.

We are an innovative team working council-wide that is focused on improving customer satisfaction and experience to ensure that we deliver excellent services to our residents.

This is achieved through combined learning from complaints and proactive development work.

This role will act with the delegated authority of the Director: Communities, Customer &; Commercial Services to undertake in-depth investigations into both corporate and statutory complaints made to the local authority relating to failings in its services. This includes statutory complaints regarding our Adult’s and Children’s Services.

Our ideal candidate will have exceptional communication skills to enable the post holder to challenge current practice and hold the gravitas to ensure that the recommendations they make are implemented in full by both Service Managers and Directors.

It is essential that the post holder has the skills to be able to undertake through, robust and impartial investigations, and champion our customers where appropriate.

Ideally, candidates will have substantial and detailed knowledge of the legislation relating to statutory complaints for Adult’s and Children’s Services.

A Basic DBS check will be required for this post.

Following shortlisting, the selection process will include exercises and an interview. Interviews will take place on 21 April 2023.

For more information or an informal discussion, please contact Rebecca Zacharek (Rebecca.Zacharek@telford.gov.uk, 01952 383890).

Telford & Wrekin Council is an award winning council, and we were recognised as Local Authority of the Year 2022 at the Municipal Journal Awards, and the Association for Public Service Excellence Council of the Year in 2021.

At Team Telford, we work hard to protect, care and invest to create a better borough and our employees are at the heart of everything we do. Having the right people, with the right skills, in the right roles allows us to deliver the excellent services that residents and businesses on the borough expect from us. 

Our friendly and passionate teams are trusted by leaders and managers to deliver this ambition. We invest and nurture our workforce and support our employees to develop and thrive. The better we are the bigger difference we make to the people we serve. 

In return we also offer a great range of benefits including competitive salaries, flexible working hours and work arrangements, employee discounts, salary sacrifice schemes, a local government pension scheme and generous annual leave entitlement.

At Telford & Wrekin Council, we know that having a diverse workforce is key to providing the best possible services to our community. We celebrate having a diverse and inclusive culture where people are able to be themselves at work, and everyone has a voice and we know we are stronger and better connected as a result. 

We welcome applications from people from all backgrounds and where our data shows that specific groups are under-represented within our workforce, our adverts will actively encourage applications from these groups.

We are also proud to be a Disability Confident Employer, committed to recruiting and retaining people with disabilities or other health conditions.

You can also read more about our Recruitment and Selection Policy commitments and Recruitment of Ex-Offenders here.

If you are unable to complete an online application form, please contact the HR helpdesk on 01952 383601 or email hrhelpdesk@telford.gov.uk

See the Job Description and Person Specification for more information about the key requirements, skills and experience preferred for the role.

Please note that employees who are at risk will be considered first for this position. Only if an appointment is not made will other candidates be considered. Sorry, CVs will not be accepted.

We are committed to equality and diversity. Posts working with children or vulnerable groups will be subject to an appropriate criminal records check.

Supporting documents
Job Description and Person Specification