Senior Complaints Officer

London Source: WhatJobs

£65,000–£90,000

Senior Complaints Officer (Housing)

Location: Hackney E8 - Hybrid

Rate: £339 per day (Umbrella) / £252 per day (PAYE)

Start: ASAP

Directorate: Climate, Homes and Economy / Housing

Reports To: Performance Improvement and Complaints Manager

Job Purpose

The London Borough of Hackney is seeking a Senior Complaints Officer to join our Housing Transformation Team. In this role, you will ensure our Housing services fulfill our complaints handling framework, providing assurance that robust corporate and statutory systems are in place. You will work closely with Assistant Directors and managers across the service to deliver responsive, customer-focused, and value-for-money services.

Key Responsibilities

Undertake thorough investigations into sensitive and complex resident and Housing Ombudsman complaints, as well as managing Member Enquiries.
Check and quality-assure the work of team members. Lead on workstreams and projects that involve managing input from partners and teams across the wider organisation.
Identify where service failures and inefficiencies create unnecessary demand. Capture lessons learned and highlight common trends to drive long-term service improvements.
Provide support and guidance to less experienced staff and Performance Officers in complaints handling. Build effective relationships with external partners to share intelligence and coordinate joint action.

What We Are Looking For

Extensive experience in housing complaints investigation and resolution, with a track record of achieving excellent outcomes for residents.
Experience of dealing with stage 1 and stage 2 complaints with confidence
The ability to cut through complex evidence, identify root causes, and reach timely, independent decisions.
Outstanding interpersonal skills, with the ability to manage relationships with senior managers, partners, and residents who may be frustrated or angry due to service failures.
A flexible approach, capable of contributing to multiple projects across different parts of the Housing service simultaneously.