Complaints Officer – Property Services

Hackney; Greater London; On-site; GBP 30,000 - 38,000; Full time

Job summary

Hackney Council’s Property Services Team invites applications for a Complaints Officer on a six-month fixed-term/secondment basis in Greater London. You will investigate complex resident issues, ensure responsive repairs, and contribute to a customer-focused service across departments.

This role requires a collaborative professional with strong communication skills and experience in property services or casework. Closing date: 18 November 2026 (22:59). Interview date: TBC.

Qualifications

• What we’re looking for: a collaborative team player who stays calm under pressure.
• Strong communication skills to advocate for residents and engage with stakeholders at all levels.
• Experience in property services, complaints, or casework, or transferable skills to excel in this environment.

Responsibilities

• Make an Impact: be at the heart of Housing service, ensuring residents receive high-quality, responsive repairs and support.
• Collaborate and Connect: liaise with internal teams, contractors, and the community across a diverse portfolio.
• Drive Improvement: identify themes from feedback and help shape policy to deliver a better customer-focused service.

Skills

Team player

Excellent communication

Property services experience

Complaints/casework

Job description

(6) Fixed-Term / Secondment Opportunity – 6 Months

1 x Start Date – 14 Janauary 2027 till 17 July 2027

Join Hackney Council’s Property Services Team as a Complaints Officer!

We’re looking for six ambitious and professional individuals to join our high-profile Complaints and Casework Team. If you have a passion for customer service, a knack for investigation, and a drive to turn challenges into positive outcomes for residents, this is the role for you.

• Make an Impact: You’ll be at the heart of our Housing service, ensuring that our residents receive the high-quality, responsive repairs and support they deserve.
• Collaborate and Connect: You’ll work across a diverse portfolio—from Building Maintenance to Resident Safety—liaising with internal teams, contractors, and our community.
• Drive Improvement: This isn’t just about processing complaints; it’s about identifying themes, learning from feedback, and shaping future policy to deliver a better, more customer-focused service.

What we’re looking for:

• A collaborative team player who stays calm under pressure.
• Someone with excellent communication skills who can advocate for residents and work with stakeholders at all levels.
• A proactive professional with experience in property services, complaints, or casework—or the transferrable skills to excel in this environment.

If you’re ready to take ownership of complex issues and contribute to a successful, dedicated team, we want to hear from you. Help us provide a seamless service and make Hackney a better place to live.

As a Council, our most outstanding asset is our staff, who are highly dedicated to serving our residents and committed to our goals as an organisation.

Closing date for applications: 18 November 2026 (22:59)

Interview and assessment date: TBC

We are also working towards our vision, which is to be a place for everyone; where residents and staff can be proud. In order to achieve this, we are seeking individuals who embody our "PROUD" values: Purpose and Respect, where we foster belonging through active inclusion, kindness, and open dialogue; Ownership, where we champion proactive collaboration and accountability for our shared success; and Unity and Diversity, where we work as one Council to break down silos and champion anti-racist behaviour.

Hackney Council works to eradicate discrimination on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.We also recognise that people can be disadvantaged by their social and economic circumstances, so we will also work to eliminate discrimination and disadvantage caused by social class. We also welcome those interested in flexible working. We particularly welcome applications from disabled people, as this group is currently under represented in our workforce.

The Council has a dedicated employment support service (Hackney Works), which offers Hackney residents guidance in relation to applying for jobs. If you are thinking about applying for a job, please contact the Hackney Works team to find out what support is available: [e-mail]