At a Glance
- Tasks: Handle public complaints with empathy and professionalism while ensuring compliance with policies.
- Company: Hackney Council, committed to equality and community support.
- Benefits: Competitive salary, inclusive workplace, and opportunities for personal growth.
- Other info: Join a diverse team dedicated to learning and development.
- Why this job: Make a difference in the community by resolving issues and improving services.
- Qualifications: Strong communication skills and ability to work under pressure.
The predicted salary is between 30000 - 40000 £ per year.
Responsibilities
- Communicate directly with members of the public who have made complaints while demonstrating excellent interpersonal skills.
- At all times you will need a sympathetic yet objective approach.
- Process, respond to and coordinate complaints, enquiries and information requests in line with relevant local and national policy, guidance and legislation.
- Facilitate and support effective investigation and full written responses on behalf of the Council.
- Liaise with relevant officers and service managers on processes, responses and outcomes.
- Record, monitor and report on the progress of complaints and compliance with statutory and corporate procedures.
- Assess the most appropriate complaints process for individual cases to be progressed; where there is ambiguity, present reasoned options to the manager.
- Ensure complainants and colleagues follow the appropriate complaints procedure within relevant timescales whilst promoting a positive culture of learning from complaints.
- Review and quality assure responses to complaints that managers have drafted. You will therefore need to establish supportive working relationships quickly with colleagues in the directorates.
- Provide advice and support to colleagues in all service areas regarding our complaints procedures, complaint handling expectations, and information request processing.
- Work well under pressure, prioritise a varied workload, meet strict deadlines and operate effectively as part of a team.
Qualifications
- A DBS is required for this position.
Equal Employment Opportunity Statement
Hackney Council works to eradicate discrimination on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. We also recognise that people can be disadvantaged by their social and economic circumstances, so we will also work to eliminate discrimination and disadvantage caused by social class. We particularly welcome applications from disabled people, as this group is currently underrepresented in our workforce.
Complaints & Information Officer employer: Hackney Borough Council
Hackney Council is an exceptional employer that prioritises a supportive and inclusive work culture, making it an ideal place for those looking to make a meaningful impact in the community. With a strong commitment to employee development and a focus on eradicating discrimination, staff are encouraged to grow professionally while contributing to a positive environment. Located in Hackney, employees benefit from a vibrant community atmosphere and the opportunity to engage directly with the public, ensuring that every day brings new challenges and rewards.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints & Information Officer
✨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 Hackney Borough Council looking for candidates who are engaged and informed.
We think you need these skills to ace Complaints & Information Officer
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 Hackney Borough Council. 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 Hackney Borough Council
✨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 Hackney Borough Council’s stance on compliance. A shared vision can really resonate with interviewers looking for fit as much as skill!
