At a Glance
- Tasks: Investigate and resolve housing complaints, ensuring top-notch service for residents.
- Company: Join the London Borough of Hackney's Housing Transformation Team.
- Benefits: Competitive daily rates, hybrid working, and a chance to make a real difference.
- Other info: Dynamic role with opportunities to lead projects and drive service improvements.
- Why this job: Shape better housing services and improve lives in your community.
- Qualifications: Experience in housing complaints and strong interpersonal skills required.
The London Borough of Hackney is seeking a Senior Complaints Officer to join our Housing Transformation Team. In this role, you will ensure our Housing services fulfil our complaints handling framework, providing assurance that robust corporate and statutory systems are in place. You will work closely with Assistant Directors and managers across the service to deliver responsive, customer‑focused, and value‑for‑money services.
Key Responsibilities
- Undertake thorough investigations into sensitive and complex resident and Housing Ombudsman complaints, as well as managing Member Enquiries.
- Check and quality‑assure the work of team members.
- Lead on workstreams and projects that involve managing input from partners and teams across the wider organisation.
- Identify where service failures and inefficiencies create unnecessary demand.
- Capture lessons learned and highlight common trends to drive long‑term service improvements.
- Provide support and guidance to less experienced staff and Performance Officers in complaints handling.
- Build effective relationships with external partners to share intelligence and coordinate joint action.
What We Are Looking For
- Extensive experience in housing complaints investigation and resolution, with a track record of achieving excellent outcomes for residents.
- Experience of dealing with stage 1 and stage 2 complaints with confidence.
- The ability to cut through complex evidence, identify root causes, and reach timely, independent decisions.
- Outstanding interpersonal skills, with the ability to manage relationships with senior managers, partners, and residents who may be frustrated or angry due to service failures.
- A flexible approach, capable of contributing to multiple projects across different parts of the Housing service simultaneously.
Sector Knowledge
- Housing Repairs
- Anti‑Social Behaviour Management / Community Safety
- Home Ownership and Service Charges
- Tenancy Services and Income Collection
- TMO Management, Resident Engagement, and Planned Works
- Resident Safety
If you have the relevant experience and the drive to thrive in a high‑performing culture and want to help us shape a better housing service for Hackney residents, please submit your CV today!
Please note due to the high number of applications only successful applicants will be contacted.
Senior Complaints Officer in London employer: Connect2Hackney
The London Borough of Hackney is an exceptional employer, offering a dynamic work environment that prioritises employee growth and community impact. With a strong commitment to delivering high-quality housing services, employees benefit from a supportive culture that encourages collaboration and innovation, alongside competitive rates and the flexibility of hybrid working arrangements. Join us in making a meaningful difference in the lives of Hackney residents while advancing your career in a forward-thinking local authority.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Complaints Officer in London
✨Join Compliance Communities
Get involved in compliance and risk communities — both online and offline. Look for forums, LinkedIn groups, or even local meetups where compliance pros hang out. You never know who might drop a job opportunity your way!
✨Attend Industry Conferences
Keep an eye out for compliance and risk management conferences and workshops in your area. These events are a goldmine for networking, and they often have job boards or recruiters on-site looking for new talent. Plus, it’s a chance to learn what's trending in the field.
✨Leverage Your University Career Services
If you’ve recently graduated or are still studying, head over to your university's career services. Many companies, including those in compliance, actively recruit fresh talent through these services, so make sure you tap into that resource.
✨Showcase Your Knowledge Online
Start writing articles or blog posts about compliance topics that interest you. Share them on platforms like LinkedIn to demonstrate your knowledge and passion. This not only builds your presence in the field but can also catch the attention of companies like Connect2Hackney looking for candidates who are engaged and informed.
We think you need these skills to ace Senior Complaints Officer in London
Some tips for your application 🫡
Show Your Understanding of Compliance:In the compliance-risk field, it's super important to showcase your understanding of regulations and risk management frameworks. Highlight any relevant coursework, certifications (like ICA or AML), or even projects that demonstrate your knowledge and commitment to this area. We want to see how you can navigate this complex landscape!
Quantify Your Achievements:When detailing your experience, try to quantify your achievements. For example, if you've previously worked on a project that improved compliance metrics or reduced risk exposure, give us the numbers! This data-driven approach really stands out to hiring managers in compliance-risk roles.
Tailor Your CV to Reflect Relevant Skills:Make sure your CV highlights skills that are particularly relevant to compliance, like attention to detail, analytical thinking, and report writing. Ensure these are easy to spot – consider using bullet points to break down your responsibilities and achievements for maximum impact!
Craft a Motivating Cover Letter:In your cover letter, let us know why you’re excited about the compliance-risk role at Connect2Hackney. Share what motivates you about compliance, and how you believe you can contribute to our mission. This is your chance to showcase not only your skills but also your passion for this important field!
How to prepare for a job interview at Connect2Hackney
✨Master the Regulations
Brush up on key compliance regulations relevant to the industry you're applying to. Familiarising yourself with specific laws and frameworks used in your field will give you an edge during technical questions. Show that you’re not just aware of them but can also apply them—think real-life scenarios!
✨Show Your Analytical Skills
Compliance roles really focus on analytical skills, so be prepared for case studies or situational questions during the interview. We've got to demonstrate how we approach risk assessments or compliance audits, possibly drawing on examples from past experiences or university projects. Bring some thoughtful case scenarios to discuss!
✨Know Your Tools
Get comfortable with commonly used compliance software and tools. Familiarity with platforms like RSA or MetricStream can really impress during your interview, as it shows you're ready to hit the ground running. If you’ve had any experience with them, make sure to highlight that!
✨Align with Company Culture
Since it's a full-time position, show your long-term commitment and interest in the company’s mission and values. Dive into how your ethics and professional philosophy align with Connect2Hackney’s stance on compliance. A shared vision can really resonate with interviewers looking for fit as much as skill!
