Location
London

Hours
Full Time

Salary
£51,228 per annum

About the Role
Hackney is a well-performing inner London borough committed to delivering high quality services. While we strive for excellence, we recognise that sometimes things go wrong and our residents and service users need their concerns heard and resolved. Our complaints process ensures that issues are addressed and put right.

As a Complaints Officer, you will join a small, dedicated, and busy team responsible for investigating complaints escalated to stage 2. Your role will focus primarily on housing-related complaints, reflecting our large social housing stock, but with support and familiarisation, you will also investigate complaints across a wide range of services including Homelessness, Home Ownership, Parks, Parking, Customer Service, Community Safety, Cycling, and Recycling.

You will be responsible for undertaking stage 2 complaint investigations within the Chief Executive's Directorate, responding to the Housing or Local Government & Social Care Ombudsman, and fully utilising the Council's i:casework complaints management system.

This role offers the opportunity to make a real difference to people’s lives, engage with stakeholders and management across the Council, and develop your problem-solving skills. No two days or cases are the same, making this an ideal position to learn about how the Council operates and to contribute to improving services for our residents.

We value staff who are highly dedicated to serving our residents and committed to our organisational goals. If you are motivated to deliver excellent service and achieve the best outcomes for customers, we would love to hear from you.

Experience
Experience in complaint or casework handling and investigation within a local authority or similar environment is advantageous but not essential. A good understanding of Council services is beneficial.

About you
You will be highly motivated, confident, and self-driven with excellent written and verbal communication skills. You should have a strong desire to resolve issues and deliver the best possible service. You will be comfortable challenging existing processes and having difficult conversations with senior staff, including Heads of Service, to achieve the right outcomes for residents.

You must have a passion for customer service and be able to provide an informative, empathetic, and responsive service to people often in need of support. You should be adaptable and able to manage a broad range of complaints across multiple service areas.

Qualifications
There are no specific qualification requirements for this role; however, competency in investigation, communication, and case management is essential. You will be required to complete competency-based questions as part of the application process to demonstrate your skills, knowledge, and experience relevant to the role.