Job Title: Corporate Complaints Manager
We are seeking a dedicated Corporate Complaints Manager to lead the Council’s stage 2 complaints process for Housing Services and manage the Housing Ombudsman caseload. This role involves providing effective leadership and management within the Business Analysis & Complaints Team, part of the Chief Executive’s Directorate.
Key Responsibilities:
1. Advising Directors and senior managers on complaint matters.
2. Serving as the authority’s link officer with the Housing Ombudsman.
3. Managing and allocating investigations of stage 2 complaints.
4. Conducting investigations as needed and supporting service managers in understanding and improving their services based on complaint insights.
5. Utilizing the Council’s OneCase (Civica i:casework) software to handle complaints across Housing services.
This position offers an excellent opportunity to improve resident outcomes and drive service excellence in a vibrant borough.
Candidate Profile:
* Motivated with a strong commitment to excellent service delivery.
* Leadership, relationship-building, decision-making, and learning skills are essential.
* Experience in complaint handling, investigations, or casework is advantageous.
* Flexible, adaptable, and credible in professional interactions.
* Ability to develop relationships with colleagues at all levels, including directors, Heads of Service, and Councillors.
* Skilled in managing difficult resident relationships and navigating complex complaints processes.
* Excellent written and verbal communication skills.
* Proactive, confident, self-driven, and willing to challenge existing processes for better outcomes.
If you are an inspiring leader capable of driving change and motivating teams, we invite you to apply.
About Hackney:
Hackney is a diverse, vibrant borough with excellent amenities, transport links, and a strong community spirit. We pride ourselves on our values and commitment to inclusivity and excellence.
Interested candidates should click the apply button below. Please note, the recruitment process is anonymous; supporting statements or CVs are not accepted. Applicants must complete all application questions with specific examples of relevant skills and experience. Applications assisted by AI will not be considered.
Important Dates:
* Closing date: 14 July 2024, 22:59
* Interviews: To be confirmed, in person
We are committed to diversity and encourage applications from all backgrounds, especially from disabled individuals and those experiencing social or economic disadvantages.
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