At a Glance
- Tasks: Manage complaints, drive service improvements, and engage with children and families.
- Company: London Borough of Hackney, committed to protecting children's rights.
- Benefits: Competitive pay, hybrid work model, and impactful community work.
- Other info: Join a supportive team dedicated to social justice and positive change.
- Why this job: Make a real difference in the lives of children and families while developing your skills.
- Qualifications: Experience in handling complex complaints and strong communication skills required.
The predicted salary is between 40296 - 49250 £ 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: 6-8 weeks
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. 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.
Complaints & information Officer in London employer: Connect2Hackney
Connect2Hackney is an exceptional employer that fosters a collaborative and inclusive work culture, allowing Senior Cloud Engineers to thrive in a dynamic environment. With a strong commitment to professional development, employees are encouraged to grow their skills while contributing to innovative projects that enhance the community. Located in the vibrant London Borough of Hackney, you will enjoy the unique advantage of working in a diverse area that values transparency and high-quality service delivery.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints & information Officer in London
✨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 & information Officer in London
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 Connect2Hackney
✨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 Connect2Hackney.
✨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 Connect2Hackney 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.
