Complaints Officer

Connect2Hackney; City Of London; On-site; GBP 37,000 - 49,000; Full time

Job summary

Connect2Hackney is recruiting a Complaints Officer for Hackney Council to ensure high-quality, value-for-money services. You will investigate complaints, work with services and managers across the Council, and contribute to varied projects.

Initially 5 days in the office, reducing to 3 days as you demonstrate readiness. This role requires strong problem-solving, stakeholder liaison and a proactive approach to service improvement. Salary is £202 per day PAYE or £267 umbrella.

Qualifications

• Experience delivering positive outcomes in complaints investigations.
• Experience handling stage 1-2 complaints (local government context preferred).
• Service review and improvement experience is desirable.

Responsibilities

• Investigate and manage complaints, including corporate/ombudsman cases.
• Drive service improvements by analysing complaint data and informing reviews.
• Lead work streams and quality-check the work of others across the organisation.

Skills

Complaint investigations

Stakeholder management

Data analysis

IT systems (i:casework)

Tools

i:casework

Job description

Complaints Officer

Location: Hackney E8

Start:ASAP Start

Length: 9 Months +

Pay: £202 A Day PAYE/ £267 A Day Umbrella

Are you a proactive problem-solver with a strong background in complaints handling or management? We are looking for a Complaints Officer to join Hackney Council

The Role

As a Complaints Officer, you will play a crucial role in ensuring the organisation delivers high-quality, value-for-money services. You will work with services and managers across all areas of the Council, often contributing to varied work or projects at one time.

Initially, this role requires 5 days in the office, reducing to 3 over a period of time and when assured of readiness/self sufficiency.

Key Responsibilities:

• Investigate and Manage Complaints: Conduct investigations into corporate and ombudsman complaints. This includes investigating more complex, sensitive, and corporate/ombudsman complaints.
• Drive Service Improvement: Use the reasons for complaints occurring to drive improvements, identifying where service failures and inefficiencies create demand for services. Provide analysis of complaints to inform and shape service reviews and improvements.
• Leadership and Quality Assurance: Lead on work streams and projects that involve managing the input of others from across the organisation, and potentially partners. You will also be responsible for checking and quality assuring the work of others.

About You

You will need to be flexible, adaptable and able to develop strong working relationships with a wide range of managers and services.

Knowledge and Experience:

Candidates must be able to evidence experience delivering positive outcomes in at least one of the following contexts:

• Complaints investigations/learning from complaints
• Experience of handing stage 1- 2 complaints
• Local government experience (Desired)
• Service review and improvement

Core Competencies:

• Managing a busy caseload of complaints
• Building good internal and external relationships and representing the Council
• Using IT systems to plan, prioritise and manage work for example i:casework for complaints management
• Cutting through complex evidence to reach clear, definite and timely decisions
• Actively seeking opportunities for more efficient and effective ways of doing things (Delivering value for money)
• Securing mutual understanding and commitment with delivery partners (Collaborative and team player)
• Thriving in and contributing to a high-performing culture, taking on challenging tasks and developing new skills

Commercial Services Trading Ltd is acting as an Employment Business in relation to this vacancy