Complaints Officer
Location: Hackney E8
Start:ASAP Start
Length: 9 Months +
Pay: -196.50 A Day PAYE/ -264.80 A Day Umbrella

Are you a proactive problem-solver with a strong background in complaints handling or management? We are looking for a Complaints Officer to join Hackney Council

The Role
As a Complaints Officer, you will play a crucial role in ensuring the organisation delivers high-quality, value-for-money services. You will work with services and managers across all areas of the Council, often contributing to varied work or projects at one time.
Initially, this role requires 5 days in the office, reducing to 3 over a period of time and when assured of readiness/self sufficiency.

Key Responsibilities:

• Investigate and Manage Complaints: Conduct investigations into corporate and ombudsman complaints. This includes investigating more complex, sensitive, and corporate/ombudsman complaints.
• Drive Service Improvement: Use the reasons for complaints occurring to drive improvements, identifying where service failures and inefficiencies create demand for services. Provide analysis of complaints to inform and shape service reviews and improvements.
• Leadership and Quality Assurance: Lead on work streams and projects that involve managing the input of others from across the organisation, and potentially partners. You will also be responsible for checking and quality assuring the work of others.

About You

You will need to be flexible, adaptable and able to develop strong working relationships with a wide range of managers and services.

Knowledge and Experience:

Candidates must be able to evidence experience delivering positive outcomes in at least one of the following contexts:

• Complaints investigations/learning from complaints
• Experience of handing stage 1- 2 complaints
• Local government experience (Desired)
• Service review and improvement

Core Competencies:

• Managing a busy caseload of complaints
• Building good internal and external relationships and representing the Council
• Using IT systems to plan, prioritise and manage work for example i:casework for complaints management
• Cutting through complex evidence to reach clear, definite and timely decisions
• Actively seeking opportunities for more efficient and effective ways of doing things (Delivering value for money)
• Securing mutual understanding and commitment with delivery partners (Collaborative and team player)
• Thriving in and contributing to a high-performing culture, taking on challenging tasks and developing new skills

Commercial Services Trading Ltd is acting as an Employment Business in relation to this vacancy.