Complaints Officer (Parking and Markets)

1 Year Fixed Term Contract / Secondment Opportunity

We are seeking an individual with proven experience in providing excellent service with a genuine desire to help customers. The successful candidate will be joining our expanding team within the Parking Service as a Complaints Officer. In your role as a Complaints Officer you will be responsible for delivering an exceptional experience to customers ensuring their questions and concerns are adequately answered.

As a Complaints Officer you will take ownership of the complaint resolution from start to finish, fully investigating each complaint by liaising with the relevant departments to establish the root cause. You will be communicating regularly with the customers throughout the complaint lifecycle and delivering fair and consistent outcomes for all of our customers within our service level agreements. In addition, you will be responsible for ensuring accurate recording, tracking and monitoring of complaints through our complaints management system.

The team prides itself on continually improving processes and procedures to maximise customer satisfaction and efficiency. As a Complaints Officer you will play an important role in identifying areas where service improvements can be made ensuring the best possible customer journey experience for each of our customers. You’ll be a real people person, with excellent written and verbal communication skills, and the ability to articulate empathy and respect.

Working to high levels of accuracy as you provide each customer with a seamless and positive experience. You will also be confident in using IT, and be capable of helping customers to self-serve online.

Previous experience of working in this area or in local government is not essential, but experience of working in a customer facing role is. Experience and personal attributes:

– A good understanding of what makes excellent customer service with experience in a customer-facing role.

– Experience of handling customer enquiries and resolving complaints at the first point of contact.

– Excellent customer service skills and the ability to communicate at a high level both verbally and in writing.

– Proficient IT skills are essential (Gmail, Word, Excel or equivalent) as is with the ability to learn how to use new systems as required.

– Basic numeracy and literacy.

– Able to take responsibility for your own contribution and that of the team.

– Innovative mindset with a proactive approach to problem solving and making processes more efficient.

– Strong organisational and time management skills.

– Proven ability to turn a difficult situation into a positive outcome.

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: 26 November 2024 (22:59)

Interview date: W/c 09 December 2024

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