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Complaints Officer - London, United Kingdom - Hackney Borough Council

Hackney Borough Council

Verified Company

London, United Kingdom

1 month ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

12 Month Fixed Term Contract / Secondment Opportunity

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 deliver a high quality, responsive and empathetic service to the tenants and leaseholders of Hackney.

To be successful in this exciting role you will be highly motivated and above all want to deliver the very best levels of service.

Knowledge of housing services would be helpful but it's more important that you have the skill set we are looking for and which are essential.

Experience of complaint/casework handling/investigation would also be beneficial, but not absolutely necessary.

You should have excellent written and verbal communication skills, be computer literate and possess a desire to resolve issues for people.

You will be confident and self driven and won't be afraid to challenge the way things are done and have difficult conversations with, for example, Heads of Service, to bring about the right outcomes for residents.

Your focus will be on getting things done the right way.

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

The interview will include a face to face interview and test.

There is no better place to work in London than Hackney; we have great pride in our borough, our communities, and our services.

Hackney is one of London's most vibrant and diverse boroughs.

It's one of the most sought after areas to live in London with good schools, parks and local amenities, as well as great transport links and vibrant and diverse communities.

The recruitment process is anonymous. Therefore, we do not accept supporting statements or CVs.

Interview date:
W/C 11 September 2023

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.

Salary - Grade