About Us
We are looking for a Complaints Officer (Housing) who will help us deliver a first-class service for tenants and leaseholders who need our help resolving issues and managing their complaints.
As a member of the team, you will have a passion for customer service and be able to professionally deal with the investigation of complaints by providing an informative, empathetic, and responsive service aimed at assisting people who are often in need of help.
Working in the Business Analysis & Complaints Team (within the Chief Executive's Directorate), you will primarily be responsible for undertaking stage 2 complaint investigations regarding Housing services, including related relationships with the Housing Ombudsman Service and using the Council's OneCase (Civica i:casework) software system. You will be dealing with issues covering the full range of services provided by Housing services.
This is an excellent opportunity to improve the outcomes for residents and effect change in the delivery of a high-quality, responsive, and empathetic service to the tenants and leaseholders of Hackney.
Minimum Requirements:
1. Experience of complaint/casework handling/investigation is essential.
2. Excellent written and verbal communication skills.
3. Computer literate and possess a desire to resolve issues for people.
4. Confident, self-driven, and able to engage in difficult conversations to achieve the right outcomes for residents.
So if you are an excellent verbal and written communicator and negotiator who can help us achieve excellent outcomes for residents, we'd love to hear from you.
As a Council, our most outstanding asset is our staff, who are highly dedicated to serving our residents and committed to our goals as an organisation.
If you want to work in a place where you can represent our values so we achieve the best for our residents, please click on the apply button below.
We operate a fair and open anonymous selection process. Therefore, we do not accept supporting statements or CVs.
To proceed with your application, you will need to create an account and submit your application.
As part of the application process, you will need to complete a number of competency-based questions. These questions allow you to demonstrate your suitability for the role and provide examples of your skills, knowledge, and experience outlined in the job description.
Closing date for applications: 16 February 2025 (22.59)
Interview date: W/c 03 March 2025
We are also working towards our vision, which is to be a place for everyone; where residents and staff can be proud; a place that celebrates diversity and where everyone can feel valued, included, and involved. In order to achieve this, we look for people who are: Proud; Ambitious; Pioneering; Open; Proactive; Inclusive.
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 also welcome those interested in flexible working. We particularly welcome applications from disabled people, as this group is currently underrepresented in our workforce.
The Council has a dedicated employment support service (Hackney Works), which offers Hackney residents guidance in relation to applying for jobs. If you are thinking about applying for a job, please contact the Hackney Works team to find out what support is available: hackneyworks@hackney.gov.uk
Disclaimers apply, for full details see: https://hackney.gov.uk/email-disclaimer
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