At a Glance
- Tasks: Investigate and manage housing complaints, ensuring high-quality responses and service improvements.
- Company: Local authority in London Borough of Hackney with a focus on community service.
- Benefits: Competitive pay, bi-weekly payments, and a chance to make a real difference.
- Other info: On-site role with opportunities for professional growth and collaboration.
- Why this job: Join a team dedicated to improving customer outcomes and driving positive change.
- Qualifications: Experience in handling complex complaints and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
Job Purpose
To investigate and manage corporate, housing, and Ombudsman complaints, ensuring timely, high-quality responses that meet statutory and corporate requirements. The role is responsible for identifying service failures, analysing complaint trends, and working with managers across the organisation to drive continuous service improvement, improve customer outcomes, and reduce recurring complaints.
Key Responsibilities
- Investigate and resolve complex corporate, housing, and Ombudsman complaints in line with policies, procedures, and regulatory requirements.
- Prepare clear, accurate, and comprehensive complaint responses within agreed timescales.
- Manage Member Enquiries and ensure responses are completed to a high standard.
- Analyse complaints, customer feedback, and performance data to identify trends, recurring issues, and service improvement opportunities.
- Work collaboratively with managers and service teams to address service failures and implement corrective actions.
- Monitor complaint performance, quality assure responses, and provide assurance that complaint handling standards are met.
- Produce reports and insights for senior managers highlighting risks, trends, lessons learned, and areas requiring improvement.
- Support services in developing effective processes for complaint management, performance monitoring, and customer service improvement.
- Build effective working relationships with internal departments, external partners, and stakeholders to resolve issues and improve service delivery.
- Lead or contribute to projects and workstreams that require coordination across multiple teams and services.
- Provide guidance and support to less experienced colleagues where required.
- Ensure learning from complaints is embedded across services to improve performance, efficiency, and customer satisfaction.
Requirements
- Experience investigating and resolving complex complaints, ideally within housing, local government, public sector, or a similarly complex environment.
- Strong knowledge of complaints handling principles, customer service standards, and Ombudsman requirements.
- Experience analysing data, identifying trends, and producing reports to support service improvement.
- Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
- Excellent written communication skills with the ability to prepare detailed, professional responses and reports.
- Strong stakeholder management skills with the ability to influence and build relationships across teams and services.
- Experience working with performance management, service improvement, risk assessment, or quality assurance processes is desirable.
- Ability to exercise sound judgement, make evidence-based decisions, and handle sensitive matters with discretion.
- Proficient in Microsoft Office applications and case management systems.
- Knowledge of housing services and local government operations is desirable.
Additional Information
Location: London Borough of Hackney (On-site)
Hours: 36 hours per week
Pay: Bi-weekly payments available
Complaints Officer - Housing in Hackney employer: Civic Recruitment Limited
As a Complaints Officer with the London Borough of Hackney, you will be part of a dedicated team committed to enhancing community services and ensuring high-quality responses to complaints. The local authority fosters a collaborative work culture that values employee growth, offering opportunities for professional development and engagement in meaningful projects that directly impact residents' lives. With a focus on continuous improvement and customer satisfaction, this role provides a unique chance to contribute to the betterment of public services in a vibrant and diverse area.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Officer - Housing in Hackney
✨Get Engaged in Local Politics
Dive into your local council meetings or community boards. These spaces are packed with people who are already in the public sector and might have insider tips on upcoming temporary roles. Plus, you can connect directly with key decision-makers.
✨Stay Alert for Seasonal Recruitment
Many public sector jobs ramp up during certain times of the year, especially around election seasons or local budget planning periods. Keep your eyes peeled for recruitment drives during these windows, as they're prime times for temporary positions.
✨Leverage Online Job Portals
Don’t forget to check government job boards or websites like the local council's site for temporary postings. This is where many roles first get advertised, and applying directly here can speed things up.
✨Tap Into Your University Resources
If you're at university, make the most of your career services to discover opportunities in the public sector. They often have connections with local government employers who are looking for temporary staff and can help you polish your approach.
We think you need these skills to ace Complaints Officer - Housing in Hackney
Some tips for your application 🫡
Emphasise your understanding of public policy:In your application, make sure to highlight any knowledge or experience you have related to public policy, governance or community engagement. Show us how you can contribute to the public sector’s mission, especially if you've worked on relevant projects or initiatives before!
Tailor your CV to the sector's expectations:When crafting your CV, focus on including experiences that showcase your ability to work within government structures or similar environments. Use clear, concise language and consider adding any volunteer work or internships that reflect your commitment to public service.
Show flexibility and willingness to learn:Since this is a temporary role, it’s crucial to convey your adaptability and eagerness to pick up new skills quickly. In your cover letter, let us know how you plan to make the most of this short-term experience and what you hope to learn from it.
Include relevant certificates and training:If you've completed any training or have certifications that are relevant to the role (like public administration, project management, or data analysis), don't forget to mention them. These can really make you stand out in the application process!
How to prepare for a job interview at Civic Recruitment Limited
✨Demonstrate Your Commitment to Public Service
In the government and public sector, showing that you're genuinely passionate about serving the community is key. Get ready to share examples where you've contributed to social good or tackled community issues, as this will resonate with interviewers from Civic Recruitment Limited.
✨Prepare for Policy and Regulatory Questions
Expect questions about policies, regulations, or recently implemented government initiatives. Brush up on the latest news relating to public sector developments—being informed will help you demonstrate that you're ready to hit the ground running, especially in a temporary role.
✨Flexibility is Your Best Friend
Since this is a temporary role, emphasise your ability to adapt quickly. Share examples where you've successfully taken on new challenges or adjusted to different team dynamics, that'll show Civic Recruitment Limited that you’re reliable and can effectively support various projects without a long onboarding process.
✨Prepare to Showcase Teamwork Skills
In the public sector, collaboration is vital. Be ready to discuss past experiences working in teams, especially in diverse environments. Highlight how you've contributed positively to group settings—this could really set you apart from other candidates in this temporary role.
