At a Glance
- Tasks: Manage complaints and drive service improvements for children and families.
- Company: London Borough of Hackney, committed to making a difference.
- Benefits: Competitive pay, hybrid work model, and impactful role.
- Other info: Opportunity to lead and make a real impact in the community.
- Why this job: Champion the voice of children and influence positive change.
- Qualifications: Experience in handling complex complaints and strong communication skills.
The predicted salary is between 30000 - 40000 £ per year.
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.
Complaints & information Officer in Hackney employer: Connect2Hackney
The London Borough of Hackney is an exceptional employer, offering a supportive and inclusive work culture that prioritises the well-being of its employees while making a meaningful impact on the lives of children and families. With opportunities for professional growth and development, you will be part of a dedicated team that values your expertise in handling complaints and driving service improvements. Located in Hackney, this role provides a unique chance to engage with diverse communities and contribute to positive change within the local authority.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints & information Officer in Hackney
✨Tip Number 1
Network like a pro! Reach out to people in your field, especially those who work in local authorities or have experience with complaints handling. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Prepare for interviews by practising common questions related to complaints management and service improvement. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your passion for protecting children's rights during interviews. Share specific examples of how you've driven service improvements or handled complex complaints in the past. This will help you stand out as a candidate who truly cares.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our platform.
We think you need these skills to ace Complaints & information Officer in Hackney
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Complaints & Information Officer role. Highlight your experience with statutory complaints and how you've driven service improvements in the past. We want to see how your skills align with what we're looking for!
Showcase Your Expertise:Don’t hold back on demonstrating your knowledge of the Children’s Act and complaint handling codes. Use specific examples from your previous roles to show us how you’ve tackled complex cases and contributed to positive outcomes.
Communicate Clearly:Strong communication is key in this role, so make sure your application reflects that. Keep your language clear and concise, and don’t forget to proofread for any typos or errors. We appreciate attention to detail!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Connect2Hackney
✨Know Your Complaints Legislation
Make sure you brush up on the Children's Act complaints procedures and LGSCO complaint handling codes. Being able to discuss these confidently will show that you’re not just familiar with the rules, but that you can apply them effectively in real situations.
✨Showcase Your Empathy
This role is all about supporting vulnerable children and families. Be prepared to share examples from your past experiences where you've demonstrated empathy and understanding, especially in challenging situations. This will highlight your values-driven approach.
✨Prepare for Complex Scenarios
Think of some complex complaint cases you've handled before and be ready to discuss how you approached them. Focus on your investigative skills and how you ensured fair resolutions. This will demonstrate your ability to manage high-risk caseloads effectively.
✨Engage with Stakeholders
Since you'll be working directly with young people, parents, and other stakeholders, practice how you would communicate updates about a complaint's progress. Clear communication is key, so think about how you can present complex information in an accessible way.
