Senior Complaints Officer

Senior Complaints Officer (Housing)

Location:

Hackney E8 - Hybrid
Rate: 339 per day (Umbrella) / 252 per day (PAYE)
Start: ASAP
Directorate:
Climate, Homes and Economy / Housing

Reports To:

Performance Improvement and Complaints Manager

The London Borough of Hackney is seeking a Senior Complaints Officer to join our Housing Transformation Team. In this role, you will ensure our Housing services fulfil our complaints handling framework, providing assurance that robust corporate and statutory systems are in place. You will work closely with Assistant Directors and managers across the service to deliver responsive, customer‑focused, and value‑for‑money services.

• Undertake thorough investigations into sensitive and complex resident and Housing Ombudsman complaints, as well as managing Member Enquiries.
• Check and quality‑assure the work of team members. Lead on work streams and projects that involve managing input from partners and teams across the wider organisation.
• Identify where service failures and inefficiencies create unnecessary demand. Capture lessons learned and highlight common trends to drive long‑term service improvements.
• Provide support and guidance to less experienced staff and Performance Officers in complaints handling. Build effective relationships with external partners to share intelligence and coordinate joint action.

• Extensive experience in housing complaints investigation and resolution, with a track record of achieving excellent outcomes for residents.
• Experience of dealing with stage 1 and stage 2 complaints with confidence.
• The ability to cut through complex evidence, identify root causes, and reach timely, independent decisions.
• Outstanding interpersonal skills, with the ability to manage relationships with senior managers, partners, and residents who may be frustrated or angry due to service failures.
• A flexible approach, capable of contributing to multiple projects across different parts of the Housing service simultaneously.

• Housing Repairs
• Anti‑Social Behaviour Management / Community Safety
• Home Ownership and Service Charges
• Tenancy Services and Income Collection
• TMO Management, Resident Engagement, and Planned Works
• Resident Safety

If you have the relevant experience and the drive to thrive in a high‑performing culture and want to help us shape a better housing service for Hackney residents, please submit your CV today!

Please note due to the high number of applications only successful applicants will be contacted.