Senior Complaints Officer

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 resident''s lives.

As a Senior Complaints Officer, you will be on the front lines, leading investigations into complex complaints and identifying the root causes of service failures. Your work will be crucial in helping the organisation learn from these issues and deliver better services.

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.

Knowledge or experience in one of the following areas is desirable:

• 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.

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