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Job Title: Complaints Officer (Housing)
We are seeking a dedicated Complaints Officer to join our team, focusing on delivering excellent service to tenants and leaseholders by resolving issues and managing complaints effectively.
As part of the Business Analysis & Complaints Team within the Chief Executive’s Directorate, your main responsibilities will include conducting stage 2 complaint investigations related to Housing services, liaising with the Housing Ombudsman Service, and utilizing the Council’s OneCase (Civica i:casework) software. You will handle a diverse range of issues across all Housing services.
This role offers a valuable opportunity to enhance resident outcomes and contribute to the improvement of our high-quality, responsive, and empathetic service delivery to Hackney's tenants and leaseholders.
The ideal candidate will be highly motivated, committed to providing excellent service, and possess essential skills such as experience in complaint handling and investigation, strong communication abilities, computer literacy, and a proactive approach. Confidence in challenging existing processes and engaging in difficult conversations with senior staff to achieve the best outcomes is crucial. Your focus should be on effective resolution and process improvement.
If you excel in communication and negotiation and are committed to achieving outstanding outcomes for residents, we encourage you to apply.
Hackney offers a vibrant and diverse community with excellent amenities, schools, parks, and transport links. We pride ourselves on our borough's pride, community spirit, and service excellence. Join us in representing our values and making a positive impact.
Note: The recruitment process is anonymous; we do not accept supporting statements or CVs. Please complete all application questions thoroughly, providing examples of your skills, knowledge, and experience. Applications assisted by AI or incomplete will not be considered. This replaces the traditional supporting statement process.
Closing date for applications: 21 July 2024 (23:59)
Interview date: To be confirmed; interviews will be conducted in person.
We are committed to our vision of an inclusive, diverse, and proud community where all individuals are valued and involved. We encourage applications from all backgrounds, especially those from underrepresented groups, including disabled persons, and support flexible working arrangements.
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