Job details

Salary - Grade
GBP £46,053 to £48,063 46053 - PO3
Contract Type
Fixed Term / Secondment
Contract Length
12 months
Contracted Hours
Full Time - 36 hours per week
DBS Required
Chief Executive's
Policy & Strategic Delivery
Closing date

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.

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.

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.

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

When applying, there will be a number of questions relating to the post on the application form. It is essential that you complete the application questions, responding to each using examples of your skills, knowledge and experience.

We will not accept applications where Artificial Intelligence (AI) has been used to assist with completing the competency questions or any part of the application form.

This application process replaces a supporting statement.

Closing date for applications: 21 July 2024 (22.59 pm)

Interview date: To be confirmed, interviews will take place in person.

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: