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- Tasks: Lead the complaints process and manage investigations for Housing Services.
- Company: Join Hackney Council, a vibrant and diverse borough focused on community spirit.
- Benefits: Enjoy a supportive work environment with opportunities for professional growth and inclusivity.
- Why this job: Make a real impact by enhancing residents' experiences and driving positive change.
- Qualifications: Experience in complaint handling or investigations is beneficial; strong communication skills are essential.
- Other info: Applications must be submitted online; CVs and AI-assisted applications will not be accepted.
The predicted salary is between 36000 - 60000 £ per year.
We are seeking a Corporate Complaints Manager to lead the Council’s stage 2 complaints process for Housing Services and manage the Housing Ombudsman caseload. Based in the Business Analysis & Complaints Team within the Chief Executive’s Directorate, you will advise Directors and senior managers on complaints, serve as the authority’s link officer with the Housing Ombudsman, and oversee staff responsible for stage 2 complaints investigations. Your responsibilities include managing and investigating complaints, analyzing issues to improve services, and using the Council’s OneCase (Civica i:casework) software system across Housing services. This role offers an excellent opportunity to enhance residents\’ outcomes and drive change towards a high-quality, responsive, and empathetic service for Hackney’s tenants and leaseholders. Key skills include leadership, relationship management, decision-making, and adaptability. Experience in complaint handling or investigations is beneficial. You should be professional, credible, and capable of managing difficult relationships, including with residents, the Ombudsman, and colleagues. You should possess excellent communication skills, a proactive attitude, and confidence to challenge and resolve issues effectively. Leadership qualities and the ability to motivate and drive change are essential. Hackney is a vibrant, diverse borough with excellent amenities, transport links, and a strong community spirit. We value inclusivity and are committed to diversity in our workforce. If you are interested in this role, please apply through our online application form, answering all questions with relevant examples. We do not accept CVs or supporting statements, and applications assisted by AI will not be considered. The closing date for applications is 14 July 2024 (22:59) . Interviews will be held in person, with the date to be confirmed. We are committed to creating an inclusive environment and welcome applications from all backgrounds, especially from disabled individuals. #J-18808-Ljbffr
Corporate Complaints Manager employer: Hackney
Contact Detail:
Hackney Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Corporate Complaints Manager
✨Tip Number 1
Familiarise yourself with the Council’s stage 2 complaints process and the role of the Housing Ombudsman. Understanding these processes will help you demonstrate your knowledge during the interview and show that you're ready to hit the ground running.
✨Tip Number 2
Prepare examples of how you've successfully managed complaints or difficult relationships in the past. This will showcase your leadership and relationship management skills, which are crucial for this role.
✨Tip Number 3
Research Hackney’s community and its diverse needs. Being able to discuss how you can enhance residents' outcomes and drive change will demonstrate your commitment to the role and the community.
✨Tip Number 4
Practice your communication skills, especially in challenging scenarios. You may be asked to role-play or discuss how you would handle specific complaints, so being articulate and confident is key.
We think you need these skills to ace Corporate Complaints Manager
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the responsibilities and key skills required for the Corporate Complaints Manager position. Tailor your application to highlight how your experience aligns with these requirements.
Provide Relevant Examples: When answering the application questions, use specific examples from your past experiences that demonstrate your leadership, complaint handling, and relationship management skills. This will showcase your suitability for the role.
Focus on Communication Skills: Emphasise your excellent communication skills in your responses. Provide examples of how you have effectively communicated with various stakeholders, including residents and senior managers, to resolve issues.
Follow Application Guidelines: Ensure you complete the online application form as instructed. Remember, CVs and supporting statements are not accepted, and applications assisted by AI will be disregarded. Pay attention to the closing date and submit your application on time.
How to prepare for a job interview at Hackney
✨Understand the Role Thoroughly
Make sure you have a solid grasp of the responsibilities and expectations of a Corporate Complaints Manager. Familiarise yourself with the Council’s stage 2 complaints process and the Housing Ombudsman’s role, as this will help you answer questions confidently and demonstrate your suitability for the position.
✨Prepare Real-Life Examples
Think of specific instances from your past experience where you successfully managed complaints or led investigations. Be ready to discuss how you handled difficult situations, improved services, and motivated your team, as these examples will showcase your leadership and problem-solving skills.
✨Showcase Your Communication Skills
As a Corporate Complaints Manager, excellent communication is key. During the interview, practice articulating your thoughts clearly and concisely. Be prepared to discuss how you would communicate with residents, the Ombudsman, and colleagues, especially in challenging situations.
✨Demonstrate Adaptability and Proactivity
Highlight your ability to adapt to changing circumstances and proactively address issues. Discuss how you’ve previously identified areas for improvement and implemented changes that enhanced service delivery, as this aligns with the Council's goal of driving change towards a high-quality service.
