Senior Complaints Officer

Connect2Hackney; London; On-site; GBP 100,000 - 125,000; Full time

Job summary

A local government organization in London seeks a Senior Complaints Officer for a 3-month contract to enhance complaint handling and improve service delivery. The ideal candidate will have experience in complaints resolution and be able to analyse trends to foster improvements. Strong interpersonal skills are essential for collaborating with diverse teams. You'll play a key role in ensuring effective responses to residents' concerns.

Qualifications

• Experience in handling and resolving complaints effectively.
• Skilled at analysing complaint trends for service improvement.
• Ability to build relationships across various teams.

Responsibilities

• Investigate and manage resident complaints.
• Analyse complaint trends to identify issues.
• Provide guidance and support in complaint handling.

Skills

Complaints investigation

Analytical skills

Relationship management

Proactive problem-solving

Job description

Overview

Are You a Problem-Solver Who Thrives on Making a Difference? The London Borough of Hackney is seeking a Senior Complaints Officer to join our Housing Transformation Team. This is more than just a job; it's an opportunity to use your skills to drive real change and improve residents' lives.

What you'll do

• Investigate and manage responses to resident complaints, including sensitive and complex cases that may span multiple service areas.
• Analyse complaint trends to identify common issues and drive service improvements.
• Lead projects and work-streams, managing input from colleagues and partners across the organisation.
• Provide guidance and support to other staff who are less experienced in handling complaints.
• Work with managers to ensure the council meets all corporate and statutory requirements for handling complaints.
• Check and quality-assure the work of others.

Who we're looking for

You should be an experienced professional who is skilled in complaints investigation and resolution, with a proven track record of helping organisations learn from complaints. You\'ll need to be flexible and adaptable, able to build strong relationships with a wide range of people.

Desirable knowledge or experience

• Repairs
• Antisocial Behaviour Management / Crime and community safety
• Home Ownership and service charges
• Tenancy Services
• Income Collection
• Planned works
• Resident safety

You\'ll be a great fit if you can communicate effectively, make clear and timely decisions, and work collaboratively to achieve the best outcomes for residents.

If you are a proactive problem-solver with a passion for public service, we want to hear from you.

This role is for 3 months (12 weeks) and the day rate advertised is on a Umbrella rate

Apply now to join us in making a positive impact on the lives of Hackney\'s residents.

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