Senior Investigating Caseworker (Internal Vacancy)

Are you a problem-solver who thrives on making a difference?

Wakefield Council is committed to providing excellent services. When the Council cannot resolve a problem straight away, our residents have the safety net of a formal complaints procedure through which they can find a resolution.

An exciting opportunity has arisen to join our Escalated Contact Team to respond to compliments, concerns and complaints relating to services offered by Wakefield Council. The role presents an exciting opportunity to use your skills to drive real change and improve resident’s lives.

As a Senior Investigating Caseworker, you will lead investigations into complex complaints identifying the root causes of any service failure. Your work will be crucial in helping the Council to learn from these issues and deliver better services.

We are looking for an individual with extensive experience of working as part of a customer service team, including dealing with unhappy customers to confidentially investigate and resolve escalated enquiries and complaints. You will need to be flexible and adaptable, confident to communicate with senior officers, Elected Members and MP’s alongside customers, including those with complex needs, and able to build strong relationships.

You’ll be a great fit if you can communicate effectively, make clear and timely decisions, and work collaboratively to achieve the best outcomes for residents. If you are a proactive problem-solver with a passion for public services, we want to hear from you.

If you would like to find out more about the post you can call Paula Vickers, Escalated Contact Team Leader, on or Mark Tolson, Scrutiny, Complaints and Political Support Manager, on .