Corporate Complaints Manager

Job Number: HCAA01984
DBS Required: No
Agreement Type: Fixed Term/Secondment for 12 months
Work Pattern: Full Time
Contracted Hours: 36
Salary: £55,158 - £56,151

We are looking for a Corporate Complaints Manager who will help us deliver a first-class service for our customers through the provision of effective leadership and management of the Council's stage 2 complaints process for Housing Services and management of the Housing Ombudsman caseload.

Working in the Business Analysis & Complaints Team (within the Chief Executive's Directorate) you will act as an advisor to Directors and senior managers on their complaints, be responsible for the authority’s (link officer) with the Housing Ombudsman and have line management responsibility for staff responsible for undertaking Stage 2 complaints investigations for our Housing Services and Housing Ombudsman complaints.

You will manage and allocate stage 2 complaint investigations on behalf of the Council, investigate stage 2 complaints yourself as required and help managers understand issues in their services (identified through complaints) that will help them improve services.

You will be using the Council's OneCase (Civica i:casework) software system and 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 right skills around, for example, leadership, learning, relationships, and decision making that we are looking for. Experience of complaint/casework handling/investigation would also be beneficial. You will need to be flexible and adaptable, with a high level of professional credibility. You will need to develop and manage relationships with a wide range of colleagues including Directors, Heads of Service and Councillors. You will use a broad range of skills to manage difficult resident relationships, the Ombudsman and give services the support they need, whether it be designing systems and processes, diagnosing, and providing solutions to problems, supporting services to change the way they do things, productive use of customer feedback information or helping services to make the best use of their resources.

You will have a can do/will do outlook and deal with pressure well. You will be someone who exemplifies best practice in this field. You should 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 to bring about the right outcomes for residents. Your focus will be on getting things done the right way.

If you are an excellent leader who can drive change, motivate, lead by example, and help us drive forward resolution of complaints 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: 14 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 underrepresented 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