Complaints Officer

Complaints OfficerHackney E8On-Site3 Months ASAP Start 219.83 to 254 a day (Umbrella Rate) 158.86 to 188.55 a day (PAYE Rate) Are you a proactive problem-solver with a strong background in performance and complaints management? We are looking for a Complaints Officer to join Hackney CouncilThe RoleAs 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 directorates, often contributing to varied work or projects at one time.Key Responsibilities:Investigate and Manage Complaints: Conduct investigations into corporate and ombudsman complaints, and manage responses to Members'' Enquiries. 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.Performance Management Support: Support services in fulfilling the performance management framework and provide assurance that adequate performance systems are in place to meet corporate and statutory requirements.Data Analysis and Insight: Critically analyse data from various sources (financial, performance, customer feedback) to give managers insight into performance issues and identify actions to address them.Leadership and Quality ..... full job details .....