Complaints & Information Officer

Responsibilities

• Communicate directly with members of the public who have made complaints while demonstrating excellent interpersonal skills. At all times you will need a sympathetic yet objective approach
• Process, respond to and coordinate complaints, enquiries and information requests in line with relevant local and national policy, guidance and legislation
• Facilitating and supporting effective investigation and full written responses on behalf of the Council
• Liaise with relevant officers and service managers on processes, responses and outcomes
• Record, monitor and report on the progress of complaints and compliance with statutory and corporate procedures
• Assess the most appropriate complaints process for individual cases to be progressed; where there is ambiguity, present reasoned options to the manager
• Ensure complainants and colleagues follow the appropriate complaints procedure within relevant timescales whilst promoting a positive culture of learning from complaints
• Review and quality assure responses to complaints that managers have drafted. You will therefore need to establish supportive working relationships quickly with colleagues in the directorates
• Provide advice and support to colleagues in all service areas regarding our complaints procedures, complaint handling expectations, and information request processing
• Work well under pressure, prioritise a varied workload, meet strict deadlines and operate effectively as part of a team.

Qualifications

A DBS is required for this position.

Equal Employment Opportunity Statement

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 particularly welcome applications from disabled people, as this group is currently underrepresented in our workforce.

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