Complaints and Information Officer
Location: Hackney E8
Hybrid: 2 days in the office
Pay: £188.55 Per Day PAYE / £254.08 Per Day Umbrella
Start date:ASAP
Length: 3 months
DBS required
About the Role
Are you an expert in handling statutory complaints with a passion for driving service improvements and protecting the rights of children and families? The London Borough of Hackney is seeking a Complaints and Information Officer to step into a vital role within our Children and Education Directorate.
In this role, you will serve as the primary operational point of contact for corporate and Children's Act complaints. You will use your deep knowledge of complaint standards to ensure fair resolutions for service users, act as a strategic thinking partner for leadership, and directly influence positive changes across our services. If you are ready to use your skills to champion the voice of children and young people, we want to hear from you!
Key Responsibilities
Complaint Investigations: Manage effective Stage 1 complaint investigations and contribute to Stages 2 and 3 processes. Conduct complex investigations and confidently challenge service managers to ensure objective, evidence-based outcomes.
Strategic Insight and Learning: Monitor complaint trends and data to identify systemic failures, co-design intervention solutions to mitigate risk, and ensure that lessons learned are linked to our wider quality assurance frameworks.
LGSCO and Legislation Expertise: Serve as a subject matter expert on statutory complaint legislation and the LGSCO code, leading on complex cases referred to the Ombudsman and determining the Council's position.
Service User Engagement: Work directly with young people, parents, carers, advocates, and legal representatives to keep them fully informed about their complaint's progress.
Team Leadership and Capacity: Provide official deputised line management and day-to-day supervision for up to two roles during manager absences or peak workloads. Provide additional support for Information Requests (FOIs and SARs) when needed.
What We Are Looking For
Experience: Significant experience managing complex, high-risk statutory complaint caseloads in a local authority setting. You also bring proven experience leading or supervising staff, resolving conflict, and managing administrative tracking systems.
Knowledge: A comprehensive understanding of the Children's Act complaints procedures, LGSCO complaint handling codes, and Data Protection legislation (GDPR/FOI/SAR).
Values-Driven Approach: Deep empathy for vulnerable children and families. An awareness of the impact of systemic and everyday racism and oppression, with a commitment to embedding anti-racist principles in your work.
Communication and Negotiation: Strong written and verbal communication skills, with the ability to present complex data clearly to various audiences and manage sensitive conflicts.
Qualifications: A degree, relevant professional qualification, or equivalent recent and relevant experience.Please Note: A satisfactory Disclosure and Barring Service (DBS) check is required for this role.
Commercial Services Trading Ltd is acting as an Employment Business in relation to this vacancy