Complaints Officer (Housing)

• Complaints__Officer__Housing__PO3_JD__2_

Please apply online via the link provided.

Hackney is a well performing inner London borough and while we work to deliver high quality services, we don’t always get it right and our residents and service users need to have their concerns heard so that things can be resolved and put right. That is where our complaints process comes in.

Whilst our services work to resolve complaints at stage 1, this is not always achieved from the complainants perspective and they use their right to escalate their concerns to stage 2.

We are looking for someone to come and join our small, dedicated, busy team to investigate complaints escalated to stage 2 and help us resolve issues for our residents and service users. You can find out more about our approach to complaints using the following link https://hackney.gov.uk/feedback-and-complaints

To be successful in this exciting role you will be highly motivated and above all want to deliver the very best levels of service. A good understanding of Council services and complaint/casework handling and investigation would be advantageous, but it's also important that you have the right skills and focus we are looking for and which are essential.

You will have excellent written and verbal communication skills 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 what’s good about this job? Well it provides the opportunity to make a difference to people’s lives, utilises problem solving skills, provides engagement with stakeholders, management and staff across all areas, means that no two days and no two cases are the same and is an ideal role in which to learn about how the Council operates.

The majority of complaints requiring investigation are currently related to Housing given that we are landlord of a large social housing stock, but we are looking for a Complaints Officer who with the right support and familiarisation will be able to investigate complaints across almost the entire range of our services including anything from Homelessness to Home Ownership, Parks to Parking, Customer Service to Community Safety, Cycling to Recycling.

To be a member of the team, you will have a passion for customer service and want to put things right and be able to deal with the investigation of complaints by providing an informative, empathetic and responsive service aimed at assisting people who are often in need of our help. This brings some challenges but also a massive opportunity for job satisfaction.

Although the job description for this position is quite broad, this role will see you working within the Chief Executive's Directorate of the Council where you will be solely responsible for undertaking stage 2 complaint investigations and associated tasks such as responding to the Housing or Local Government & Social Care Ombudsman and fully utilising the Council's i:casework complaints management system.

So if this sounds like you and you can help us achieve excellent outcomes for customers, 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: 15 October 2025 (22:59)

Interview and assessment date: 29/30 October 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