Complaint Contractor jobs

On behalf of Local Government & Social Care Ombudsman (LGSCO) we are looking for x8 Complaints Reviewers (Inside IR35) for a contract to run up until the 31/3/27 based in Coventry or York.

For the successful candidates there will be an expectation of 1 office working day per month after the initial training period.

Our client is also open to full and parttime positions which offer an element of flexibility within this role.

As a Complaints Reviewer, your main responsibilities will be:
To assess complaints and arrive at a sound recommendation on whether LGSCO can and should investigate, invite a remedy, or close with no further action in line with the Assessment Code, internal guidance and the law.

• For complaints where the recommendation is not to investigate, draft decision statements explaining the reasons using provided templates
• For complaints where the recommendation is to investigate, suggest further enquiries or evidence required
• For complaints where the recommendation is to invite a remedy, recommend a remedy and/or service improvements in line with published guidance

Duties:

• Make prompt, proportionate and accurate recommendations on a large volume of complaints in a single subject area (Housing allocations)
• Pass recommendations to a delegated investigator or Assessment Manager for sign off
• Learn and use LGSCO’s internal casework management system to progress cases
• Proactively seek out and identify relevant law, guidance and policies and apply them to the facts of a case to reach sound and defensible conclusions
• Accept and apply feedback to improve and develop quality and accuracy
• Write clearly in plain English in line with internal guidance and templates

Essential:

• Review large volumes of information to identify relevant facts and details and produce accurate summaries.
• Apply law and guidance to facts and evidence to arrive at sound and defensible recommendations
• Prepare concise, accurate and logical written material in plain English
• Confidence with IT systems and software
• Ability to hit the ground running and work effectively with minimal supervision to manage a caseload and achieve challenging objectives
• Local government, and housing in particular, and/or public law
• Complaint handling
• Strong legal/administration & case working skill set

*
Strong knowledge of housing legislation

Please be aware that this role can only be worked within the UK and not Overseas.

Disability Confident

As a Disability Confident employer, LGSCO encourage applications from disabled and neurodivergent candidates. Applications from candidates who identify as having a disability and meet the essential criteria for the role will be prioritised for review. Where application volumes are high, additional role-specific and desirable criteria may be applied as part of the shortlisting process which may include holding active security clearance.

In applying for this role, you acknowledge the following "this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different".