Complaints Officer (Housing)

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.

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 important that you have the skill set we are looking for and which are essential. Experience of complaint/casework handling/investigation is essential. 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

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 CV’s.

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.

We understand the benefits of using AI in the workplace. However, if you are thinking of using this tool to submit your application, we ask you to think about what value it will add. AI tools tend to lack the personal touch and authenticity we value in candidates. We encourage you to showcase your unique knowledge and skills using your own voice.

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 under represented 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