Complaints Officer
Hackney E8
On-Site
ASAP Start
Until 7th August 2026
219.83 to 254 a day (Umbrella Rate)
158.86 to 188.55 a day (PAYE Rate)
Are you a proactive problem-solver with a strong background in performance and complaints management? We are looking for a Complaints Officer to join Hackney Council
The Role
As a Complaints Officer, you will play a crucial role in ensuring the organisation delivers high-quality, value-for-money services. You will work with services and managers across directorates, often contributing to varied work or projects at one time.
Key Responsibilities:
- Investigate and Manage Complaints: Conduct investigations into corporate and ombudsman complaints, and manage responses to Members' Enquiries. This includes investigating more complex, sensitive, and corporate/ombudsman complaints.
- Drive Service Improvement: Use the reasons for complaints occurring to drive improvements, identifying where service failures and inefficiencies create demand for services. Provide analysis of complaints to inform and shape service reviews and improvements.
- Performance Management Support: Support services in fulfilling the performance management framework and provide assurance that adequate performance systems are in place to meet corporate and statutory requirements.
- Data Analysis & Insight: Critically analyse data from various sources (financial, performance, customer feedback) to give managers insight into performance issues and identify actions to address them.
- Leadership and Quality Assurance: Lead on work streams and projects that involve managing the input of others from across the organisation, and potentially partners. You will also be responsible for checking and quality assuring the work of others.
About You
You will need to be flexible, adaptable, and able to develop strong working relationships with a wide range of managers and services.
Knowledge and Experience:
Candidates must be able to evidence experience delivering positive outcomes in at least one of the following contexts:
- Complaints investigations/learning from complaints
- Experience of handing stage 1 & 2 complaints
- Performance management
- Business process analysis and re-design
- Risk analysis
- Value for money assessment and analysis
- Service review and improvement
Desirable: Experience of working in and/or in-depth knowledge in a priority area such as Housing, Children's services, Adults services, or Local Government Finance.
Core Competencies:
- Building good internal and external relationships and representing the Council
- Using Project Management skills to plan, prioritise, and manage work
- Cutting through complex evidence to reach clear, definite, and timely decisions
- Actively seeking opportunities for more efficient and effective ways of doing things (Delivering value for money)
- Securing mutual understanding and commitment with delivery partners (Collaborative and team player)
- Thriving in and contributing to a high-performing culture, taking on challenging tasks and developing new skills
Interested in making a real difference through performance and complaints analysis? Apply now!
Commercial Services Trading Ltd is acting as an Employment Business in relation to this vacancy.