Senior Complaints Officer

Connect2Hackney; Greater London; Híbrido; GBP 65 000 - 90 000; Tempo integral

Resumo da oferta

Connect2Hackney is seeking a Senior Complaints Officer (Housing) to lead investigations within the Housing Transformation Team, ensuring robust complaints handling and value-for-money services. You will work with senior managers to deliver responsive, resident-focused outcomes.

The role requires extensive experience in housing complaints and the ability to manage stage 1 and stage 2 cases, offering clear decisions and strong stakeholder relationships across teams.

Qualificações

• Extensive experience in housing complaints investigation and resolution.
• Experience dealing with stage 1 and stage 2 complaints.

Responsabilidades

• Investigate sensitive and complex housing complaints, including Housing Ombudsman cases.
• Quality-check and support team members; lead cross-team workstreams.
• Identify service failures and capture lessons learned to drive improvements.
• Provide guidance to staff and coordinate with external partners.

Descrição da oferta de emprego

Senior Complaints Officer (Housing)

Location: Hackney E8 - Hybrid

Rate: £339 per day (Umbrella) / £252 per day (PAYE)

Start: ASAP

Directorate: Climate, Homes and Economy / Housing

Reports To: Performance Improvement and Complaints Manager

Job Purpose

The London Borough of Hackney is seeking a Senior Complaints Officer to join our Housing Transformation Team. In this role, you will ensure our Housing services fulfill our complaints handling framework, providing assurance that robust corporate and statutory systems are in place. You will work closely with Assistant Directors and managers across the service to deliver responsive, customer-focused, and value-for-money services.

Key Responsibilities

• Undertake thorough investigations into sensitive and complex resident and Housing Ombudsman complaints, as well as managing Member Enquiries.
• Check and quality-assure the work of team members. Lead on workstreams and projects that involve managing input from partners and teams across the wider organisation.
• Identify where service failures and inefficiencies create unnecessary demand. Capture lessons learned and highlight common trends to drive long-term service improvements.
• Provide support and guidance to less experienced staff and Performance Officers in complaints handling. Build effective relationships with external partners to share intelligence and coordinate joint action.

What We Are Looking For

• Extensive experience in housing complaints investigation and resolution, with a track record of achieving excellent outcomes for residents.
• Experience of dealing with stage 1 and stage 2 complaints with confidence
• The ability to cut through complex evidence, identify root causes, and reach timely, independent decisions.
• Outstanding interpersonal skills, with the ability to manage relationships with senior managers, partners, and residents who may be frustrated or angry due to service failures.
• A flexible approach, capable of contributing to multiple projects across different parts of the Housing service simultaneously.

Sector Knowledge

• Housing Repairs
• Anti-Social Behaviour Management / Community Safety
• Home Ownership and Service Charges
• Tenancy Services and Income Collection
• TMO Management, Resident Engagement, and Planned Works
• Resident Safety