Senior Complaints Officer

  • Location:
  • Salary:
    £16.75 - £19.65 / Hour
  • Job type:
  • Posted:
    7 months ago
  • Category:
  • Deadline:
    November 7, 2019

Hackney Council are currently working alongside Spencer Clarke Group to recruit a Senior Complaints Officer

The role is Full Time and operates on a 3+Month ongoing contract We are looking to get people started as soon as possible.

The hourly rate is £16.75 to £19.65 per hour Negotiable dependent upon experience and we are hoping to get someone started as soon as possible.

Working hours – Full Time


  • To provide and manage a complex caseload of complaints within the customer administration team and provide a comprehensive effective and efficient complaints administration support to the Housing Department. To collate and analyse all sources of customer feedback, with a view to identify performance and service delivery themes.
  • To ensure that housing complaints are handled professionally and effectively in a timely manner. Take responsibility for administering, maintaining and clearing the complaints increase, members enquires and Mayors enquiries on behalf of the housing department.


  • To develop an effective performance reporting framework including the use of key performance indicators to measure key outcomes for the
  • Prepare weekly and monthly quality complaints performance reports for the housing department
  • To be an effective communicator and ensure all complaints are acknowledged in a timely manner and customers are kept informed throughout the complaint
  • To update the records (where applicable) in complaints system, within given timescales
  • To liaise with housing senior management on a weekly basis and report on the level of customer complaints resolutions
  • To provide complaint trends and communicate lessons learnt to the housing senior management team, so service levels can be improved
  • To escalate all unresolved issues/complaints as appropriate through the complaints escalation process to ensure that issues are dealt with promptly, at the right level and effectively. 10.To ensure all pentane policies and procedures relating to customer complaints are followed and are adhered to
  • To be the main point of customer contact, liaising with operational and senior colleagues ensuring that customers are kept fully informed of progress at all times.


  • Experience managing customer complaints from receipt to closure
  • Experience of negotiating with stakeholders, internal and external customers at all levels

If you know of anyone that may be suitable and interested in the role, please pass on this advert and our details and activate your £250 referral bonus

We also have a number of role across the UK so get in touch!!!

If you are interested in this role or would like to know more information, please contact Khalsa at Spencer Clarke Group


This job has expired.