Complaints Officer

**What's involved with this role**:
**Hackney RQ1217270**

This post is responsible for a caseload of investigations of complaints at stage 2 of the Council's Complaints Process made against the Housing Service which includes communication with complaints, information gathering from services, challenging performance, use of investigation skills and report writing.

The post holder will also be responsible for cases that escalate to the Housing Ombudsman and ensuring timely responses and provision of information requested.

**Key Responsibilities**:

- Provide advice to managers across the organisation on a wide range of performance issues including target setting, data collection, benchmarking, inspection preparation, value for money assessment and quality assurance. Ensure that information collected is relevant and utilised.
- Identify areas where services may need more intensive support, based on an assessment of risk, and broker support from across the Business Analysis team, and other teams across the service.
- Critically analyse data collected from a wide range of sources (financial, performance, customer feedback) to provide managers with insight into performance issues, and to identify action to address. To do this Performance Officers will need to develop an understanding of a wide range of service areas across the organisation and be responsive to service needs, developing strong working relationships with managers across the organisation.
- Support services in fulfilment of the performance management framework and provide assurance that adequate performance management systems are in place to fulfil corporate and statutory performance management standards.
- Project manage necessary reporting processes to ensure that the organisation complies with reporting requirements set by Government, regulators and auditors. This will typically involve making sure that services have the right processes in place to respond to requirements, and carrying out appropriate and proportionate quality assurance.
- Understand and keep abreast of changing national agendas and legislation to ensure that the organisation fulfils requirements as efficiently and effectively as possible.
- Based on an assessment of risk, provide assurance on the data collection and quality systems that services have in place to senior managers. Where issues and risks of poor data quality are identified, work with services to improve systems and processes.
- Carrying out analysis of different sources of data, across one service or a number of services and partner organisations, to provide an evidence base and intelligence to inform solutions to performance issues.
- Carrying out research into the performance systems used by services. This may involve interviewing managers and staff, looking at data collection and use, and making recommendations on opportunities for improvement.
- Leads on workstreams that involve managing the input of others from across the organisation, and may have a risk to the organisation’s reputation and credibility.
- Responsible for investigating more complex complaints and identifying issues for further analysis.
- Leads on projects that involve managing the input of others from across the organisation, and could involve partners. Supports team members to deliver their responsibilities within the project team environment.

**To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF.**

**If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.**

**Other “Essential Requirements” - Please check to ensure that your CV addresses the following items**:
**Unless the DBS requirement stated above is for a Basic Disclosure, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.**

**Qualifications**:

- Good standard education.

**Skills & Experience**:

- Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
- A proven ability to research, problem solve, self-manage in relation to time and priority and produce written reports.
- Ability to manage a complex and varied caseload.
- Good common sense and an ability to analyse and summarise complex issues
- A good knowledge and experience of complaint handling in a local government/housing setting.
- Previous experience of dealing with people who are dissatisfied or unhappy
- An awareness of the importance of client confidentiality and data