Senior Complaints Officer

Senior Complaints Officer (Housing)Location: Hackney E8 - Hybrid Rate: 339 per day (Umbrella) / 252 per day (PAYE)Start: ASAP Directorate: Climate, Homes and Economy / HousingReports To: Performance Improvement and Complaints ManagerJob 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 ..... full job details .....