Corporate Complaints Manager

Hackney; London; On-site; GBP 45,000 - 60,000; Full time

Job summary

Hackney Council is seeking a Corporate Complaints Manager to oversee the stage 2 complaints process for Housing Services. This pivotal role includes managing investigations, advising senior management, and driving service improvement to enhance resident outcomes. The ideal candidate will possess strong leadership skills and experience in complaint handling.

Qualifications

• Experience in complaint handling or investigations is beneficial.
• Capable of managing difficult relationships with residents and colleagues.
• Proactive attitude with the ability to drive change.

Responsibilities

• Lead the Council’s stage 2 complaints process for Housing Services.
• Advise Directors and senior managers on complaints.
• Manage and investigate complaints, analyzing issues to improve services.

Skills

Leadership

Relationship Management

Decision-Making

Adaptability

Communication Skills

Tools

OneCase (Civica i:casework)

Job description

We are seeking a Corporate Complaints Manager to lead the Council’s stage 2 complaints process for Housing Services and manage the Housing Ombudsman caseload.

Based in the Business Analysis & Complaints Team within the Chief Executive’s Directorate, you will advise Directors and senior managers on complaints, serve as the authority’s link officer with the Housing Ombudsman, and oversee staff responsible for stage 2 complaints investigations.

Your responsibilities include managing and investigating complaints, analyzing issues to improve services, and using the Council’s OneCase (Civica i:casework) software system across Housing services.

This role offers an excellent opportunity to enhance residents' outcomes and drive change towards a high-quality, responsive, and empathetic service for Hackney’s tenants and leaseholders.

Key skills include leadership, relationship management, decision-making, and adaptability. Experience in complaint handling or investigations is beneficial. You should be professional, credible, and capable of managing difficult relationships, including with residents, the Ombudsman, and colleagues.

You should possess excellent communication skills, a proactive attitude, and confidence to challenge and resolve issues effectively. Leadership qualities and the ability to motivate and drive change are essential.

Hackney is a vibrant, diverse borough with excellent amenities, transport links, and a strong community spirit. We value inclusivity and are committed to diversity in our workforce.

If you are interested in this role, please apply through our online application form, answering all questions with relevant examples. We do not accept CVs or supporting statements, and applications assisted by AI will not be considered.

The closing date for applications is 14 July 2024 (22:59). Interviews will be held in person, with the date to be confirmed.

We are committed to creating an inclusive environment and welcome applications from all backgrounds, especially from disabled individuals.