Investigation & Information Assistant – Complaints Team

About the role

We are seeking two Investigation and Information Assistants to join the Complaints and Resolution team of a London local authority. The role is hybrid, based in West London, and offers a temporary full‑time contract for an initial three‑month period.

Key responsibilities

• Respond to elected member enquiries with clear, professional communications.
• Gather information from internal teams and systems to produce accurate responses.
• Draft well‑structured written communications tailored to residents, contractors and colleagues.
• Maintain concise case notes and update internal records.
• Liaise with residents, contractors and internal staff to support swift resolution of housing and repairs complaints.
• Assist with Stage 2 and Housing Ombudsman enquiries and track enquiry activity.
• Support managers with service‑improvement initiatives.

Required profile

• Strong written and verbal communication skills.
• Excellent attention to detail and an organised approach.
• Ability to manage a busy workload and meet deadlines.
• Proactive attitude, using initiative and good judgement.
• Experience in complaints handling, housing or resident support is desirable.

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft Outlook

What we offer

• Hourly rate of £25.49.
• Supportive, collaborative team environment.
• Experience within a busy public‑sector setting.
• Opportunities to develop complaints and stakeholder‑management skills.