Job details

Salary - Grade
GBP £32,868 to £34,062 32868 - SO1
Contract Type
Contracted Hours
Full Time - 36 hours per week
DBS Required
Climate, Homes and Economy
Public Realm
Closing date


We are looking for individuals that have 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 need to 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 a minimum of 2 years experience in a customer-facing role
  • Experience of handling customer enquiries and resolving complaints at the first point of contact
  • Excellent customer services 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 (e.g. GCSE equivalent Grade C or above)
  • 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 negative experience into a positive outcome. 

Hackney is one of the UK’s highest performing local authorities, serving one of London’s best places to live and work. We have achieved a huge amount: our services, our schools, our public spaces are all amongst the very best. We have changed the reputation, not just of the Council, but of Hackney itself. Bringing jobs and investment into the borough, securing the legacy from the 2012 Games, and making this a place of which we can all be proud.

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.

Closing date for applications: Wednesday 10 August 2022

Interview date: to be confirmed

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 race, religion, gender, gender identity, sexual orientation, disability, pregnancy and maternity, age and marital status. 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: