At a Glance
- Tasks: Manage customer feedback, resolve complaints, and contribute to service improvements.
- Company: Join a dedicated team focused on transparent and resident-focused services.
- Benefits: Enjoy 31 days leave, hybrid work, health support, and a generous pension scheme.
- Other info: Fast-paced environment with opportunities for personal and professional growth.
- Why this job: Make a real difference by improving services for residents and enhancing their experiences.
- Qualifications: Experience in handling complaints and strong communication skills are essential.
The predicted salary is between 38256 - 39276 £ per year.
- Contract Terms
- Starting salary: S01 (£38,256 – £39,276)
- Contract type: FTC – 12 Months
- Hours per week: 36 per week (Hybrid)
- Closing date: 12th July 2026
- Interviews: Week Commencing 20th July 2026
About the Role
- Manage a diverse caseload of customer and stakeholder feedback, including complaints, compliments, service enquiries and Housing Ombudsman cases.
- Investigate issues thoroughly and produce clear, empathetic responses that resolve cases in line with service standards, policies and statutory requirements.
- Contribute to continuous service improvement by analysing feedback trends, identifying recurring issues and supporting the development of practical solutions.
- Ensure compliance with relevant legislation and policies, including Freedom of Information (FOI), Data Protection and corporate information governance requirements.
- About the Team
The Customer Relations team within the Housing Repairs Service is dedicated to delivering transparent, responsive and resident‑focused services.
Team members work collaboratively across services to ensure feedback is resolved effectively and used to improve outcomes for residents.
About You
- Experience handling, investigating and resolving complaints from a range of stakeholders.
- Ability to manage a complex and varied workload, meeting tight deadlines and performance targets.
- Strong written and verbal communication skills, with the ability to tailor responses clearly and effectively.
- Excellent customer service skills, with a sensitive and professional approach.
- Experience logging, tracking and monitoring cases to ensure timely resolution.
- Ability to analyse feedback data and produce insights to support service improvements.
- Knowledge or experience of FOI, Data Protection and complaints handling frameworks.
- Ability to work independently and collaboratively in a fast‑paced, dynamic environment.
- Experience working in a public sector or housing environment.
Benefits
- Leave entitlement of 31 days plus bank holidays.
- Hybrid working opportunities.
- Health and wellbeing support.
- Generous local government pension scheme.
- Discount schemes across leisure and culture.
Please note: we reserve the right to end this advert before the noted deadline if we receive sufficient applications.
If you wish to apply for this role, please do so as soon as possible.
If you have any questions about the status of your application, please contact Resourcing Hub@haringey. gov. uk.
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Contact Details:
London Borough of Haringey Recruitment Team
We think you need these skills to ace Feedback Officer
Customer Feedback Management
Complaint Investigation
Empathetic Communication
Data Analysis
Service Improvement
Knowledge of FOI
Data Protection Compliance
