At a Glance
- Tasks: Lead a team managing complaints and feedback to improve resident experiences.
- Company: Join Haringey Council, a vibrant community-focused organisation.
- Benefits: 31 days leave, hybrid working, health support, and a generous pension scheme.
- Other info: Diverse workplace culture with excellent career growth opportunities.
- Why this job: Make a real difference in the community while developing your leadership skills.
- Qualifications: Experience in customer service and strong complaint handling skills required.
The predicted salary is between 52194 - 55323 £ per year.
Hours per week: 36 per week
Contract type: Permanent
Closing date: Sunday, 30th August 2026 at 23:59
Expected interview date: W/c 14th September 2026
About Haringey
Haringey is a fantastic place to live and work – the world in one borough. A place brimming with creativity, personality, radicalism, and community. It is a place where we stand up for each other. A place that is proudly distinctive. We’ll be celebrating all this and more as the “rebel borough” when we are the 2027 London Borough of Culture. Our history champions change-makers and everyday rebels; revelling in our differences, battling discrimination, championing equality, and doing things our own way. Haringey’s people are a huge asset, with knowledge, expertise, and passion. Our staff members embody our organisational values: Caring, Creative, Courageous, Collaborative and Community-focused. These values keep us looking forward, ambitious for the future, and continuously striving to do our very best for all of our residents.
About The Role
As Feedback and Resolutions Team Leader, you will lead a team responsible for complaints, customer feedback, Member Enquiries, Freedom of Information requests and Ombudsman enquiries. You will ensure high-quality outcomes, drive service improvements, manage complex cases, and support the delivery of excellent services for residents. This is an exciting time to join the service. The complaints landscape continues to evolve, with increasing complexity in cases, growing resident expectations, changes in regulatory and complaint handling requirements, and the emergence of new challenges such as AI-generated complaints and correspondence. At the same time, we are committed to improving our performance and strengthening the way we learn from feedback, complaints and Ombudsman decisions. You’ll provide day-to-day leadership, oversight and guidance to the team, ensuring work is delivered to a high standard and within agreed timescales. Working closely with colleagues across the organisation, you’ll play a key role in improving complaint handling, embedding learning, and helping the Council deliver a better experience for residents.
About The Team
The Feedback and Resolutions Team is at the heart of improving the resident experience. The team works across the organisation to manage complaints, customer feedback, Member Enquiries, FOI requests and Ombudsman cases, helping services learn, improve and deliver better outcomes for residents. Through collaboration, insight and professionalism, the team supports continuous improvement and ensures compliance with the Council’s key responsibilities.
About You
You will bring:
- Experience leading or supervising a team in a complaints, customer service, feedback, governance or casework environment.
- Strong complaint handling and investigation skills, including experience managing complex and sensitive cases.
- Knowledge of Ombudsman investigations, complaint resolution processes, Member Enquiries and Freedom of Information requirements.
- The ability to manage competing priorities and support staff to deliver against challenging deadlines.
- Excellent communication and stakeholder management skills, with the confidence to work effectively with councillors, senior managers and colleagues across the organisation.
Working for Haringey
At Haringey Council we are committed to creating a workplace culture where all our people feel valued, included, and able to be their best at work, and we recognise the benefits of a diverse workforce so welcome applications from all ethnicities and communities so that we continue to make a difference to our residents and community. Our benefits package includes a leave entitlement of 31 days + bank holidays, potential hybrid working opportunities, health and wellbeing support, a generous local government pension scheme and a range of discount schemes across leisure and culture that provide both financial and money-saving discounts.
Feedback and Resolution Team Manager employer: Haringey Council
Haringey Council is an excellent employer, offering a supportive work culture that prioritises community engagement and employee well-being. With generous leave, health support, and opportunities for hybrid working, employees can enjoy a balanced work-life dynamic while contributing to the safety and cleanliness of their neighbourhoods in vibrant Wood Green, London. The council also fosters professional growth, ensuring that team members can develop their skills and advance within the organisation.
StudySmarter Expert Advice🤫
We think this is how you could land Feedback and Resolution Team Manager
✨Dive into Local Government Events
Get yourself to local government events and public sector job fairs. These are great for meeting recruiters and understanding what different organisations, like Haringey Council, are looking for. Plus, it shows your genuine interest in the sector!
✨Join Relevant Networks
Look for communities focused on public sector careers. Whether it’s local networking groups or online forums, connecting with professionals in the field can provide insider knowledge and opportunities that you won’t find on typical job boards.
✨Utilise Your University’s Resources
If you’re freshly graduated or still studying, make the most of your university's careers service. They often have exclusive partnerships with companies like Haringey Council and can help you get your foot in the door for these full-time public sector roles.
✨Stay Updated with Government Initiatives
Keep your finger on the pulse regarding new government projects and policies. Understanding current initiatives can give you a leg up in interviews, showing that you are informed and genuinely interested in making a difference in the public sector.
We think you need these skills to ace Feedback and Resolution Team Manager
Some tips for your application 🫡
Highlight Relevant Experience:In the public sector, having experience in community engagement, policy analysis, or project management stands out. Make sure to showcase any previous roles or volunteer work that reflects your understanding of public service values and how they've shaped your career path.
Showcase Your Knowledge of the Sector:When you’re applying for a government role, it’s crucial to demonstrate your understanding of the current political landscape and public policies. Consider including articles you've written or relevant projects that underline your capability to engage with these concepts effectively.
Tailor Your CV to Reflect Core Competencies:Government positions often require a clear demonstration of competencies such as communication, teamwork, and problem-solving. Try to structure your CV to highlight these skills, using specific examples of how you’ve applied them in past experiences, ideally with quantifiable outcomes where possible.
Craft a Compelling Cover Letter:Your cover letter is your chance to tell your story and convey your passion for public service. Discuss why you want to work for Haringey Council and how your values align with their mission. Be genuine and let your enthusiasm shine through—this can really set you apart from other candidates.
How to prepare for a job interview at Haringey Council
✨Get to Know Public Sector Values
Before your interview with Haringey Council, dig deep into their mission and values, especially how they align with public service and community impact. Understand the key policies or initiatives they are involved in – you’ll want to show that you genuinely care about serving the community.
✨Brush Up on Regulatory Knowledge
Brush up on the regulations, laws, and compliance standards relevant to the role you’re applying for. Since this is the government and public sector, they might throw technical questions related to policy frameworks or project management best practices that you'll need to navigate day-to-day.
✨Highlight Teamwork and Collaboration
The government sector thrives on collaboration. Be ready to discuss how you've successfully worked in diverse teams or involved stakeholders in your projects. Show us how you bring people together to get a common goal achieved – that's what public service is all about!
✨Prepare Real-Life Examples
Craft a few STAR (Situation, Task, Action, Result) stories that demonstrate your experience in similar roles. Whether it’s a project that made a difference in the community or a challenging situation you managed, be ready to express how your skills and experiences make you a valuable asset for Haringey Council.
