Our roles

Here is a summary of our main job roles and teams within the LGSCO.


With our core function being investigating complaints, the majority of our staff are Investigators. Acting with the delegated authority of the Ombudsman, Investigators assess and investigate complaints made against local authorities and social care providers. Where maladministration is found Investigators make recommendations to remedy injustice and identify where service improvements can be made. 

Investigators manage their own casework, and are responsible for maintaining our high standards of professional practice and meeting challenging case handling objectives. They will usually experience working in both our assessment phase, where they will make rapid enquiries in higher case volumes, and in our investigation phase where they carry out fewer, but more in-depth, investigations. The Investigator job role is the same for both phases.

Assistant Ombudsman / Assessment Manager

Both roles lead and manage teams of Investigators, offering support and guidance on casework issues, are members of our Leadership Team and are often designated leads in certain areas of our work.

Complaints Advisor

Our Complaints Advisors are the first point of contact for complainants who register their initial complaints through our online complaint form and make enquiries on the telephone. Team members process information and provide guidance on the complaints process, such as checking that people have complained to us at the right time and advising whether we are the right service to help with their enquiry.

Team Coordinator

Our Team Coordinators provide administrative and organisational support to a team and assist in coordinating corporate activity.

Human Resources

Our Human Resources team supports our employees and managers through the employee lifecycle from recruitment to retirement. The team helps us to deliver our business priorities by ensuring our people are motivated, skilled and capable within their role.


Our Finance Team supports the organisation by taking on all aspects of accounting including preparing budget forecasts, reporting expenditure and managing our payroll.

IT and Operational Support Team

Our IT Team, System Administrators and Operational Support Team work together to support the organisation by providing and maintaining our IT systems and infrastructure, physical workplace and resources while ensuring our people are working safely, confidently, and efficiently.

Policy & Communications Team

Our Policy and Communications Team has a range of specialist roles which cover external and internal communications, data insight, policy and stakeholder management, information management, governance and running our external training programme. The team works together to support the organisation internally as well as influencing how our work is viewed externally.

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