Complaints Officer - Homelessness

Are you passionate about making a real difference in your community? We're seeking a dedicated Homelessness Complaints Officer to join our dynamic team in Hackney. Here's why you should consider this rewarding opportunity:

• Swift and Thorough Response: You'll be at the forefront of addressing stage 1 assigned casework, inquiries from Members of Parliament and the Mayor, and Freedom of Information requests, ensuring timely responses within standard KPI turnaround times.

• Effective Communication Skills: Your strong verbal and written communication abilities will be crucial in engaging with customers, colleagues, and partners, especially during challenging conversations with vulnerable groups.

• In-depth Understanding: You'll need a solid grasp of the complexities surrounding benefits, Council tax reduction schemes, and statutory obligations related to homelessness and allocations under the Housing Act 1996.

• Extensive Experience: With a minimum of 5 years of experience in Local Government or similar organizations, you'll bring valuable expertise to the table.

• Efficient Prioritization: Managing business critical casework and FOI requests will be second nature to you, ensuring tasks are prioritized effectively.

• Thorough Investigation: Implementing robust casework management methods, you'll leave no stone unturned in exploring all avenues to resolve disputes effectively.

• Collaborative Approach: Working across all service areas, you'll compile essential information to address assigned casework comprehensively.

• Knowledge Sharing: Embracing a 'one council' ethos, you'll share best practices with colleagues and contribute to continuous improvement initiatives.

• Risk Mitigation: Identifying and mitigating financial and reputational risks, you'll seek pragmatic solutions to resolve disputes while upholding service integrity.

• Safeguarding Priority: Ensuring the safety of all individuals involved, you'll meticulously follow through on safeguarding measures to mitigate any potential risks.

• Team Collaboration: You'll assist colleagues in determining casework ownership and collaborate with other directorates to deliver joint responses effectively.

• Strategic Contribution: Contributing to the service's strategic objectives, you'll play a vital role in achieving performance targets and council-wide plans.

• Data Integrity: Maintaining high standards of data integrity, you'll update casework systems with insightful observations and outcomes.

• Regulatory Compliance: Adhering strictly to statutory regulations such as GDPR, you'll ensure all investigations and responses align with policy guidelines.

• Flexibility and Dedication: Prepared to undertake additional duties as required, including weekend work, your commitment to serving the community knows no bounds.

Join us in making a tangible difference in the lives of those experiencing homelessness. Apply now to be part of our passionate team in Hackney!