Feedback and Resolutions Officer

Job description

Contract terms

Starting Salary: PO1 (£37,443 – £39,264)
Work Location: Alexandra House, 10 Station Road, N22 7TY (Hybrid working)
Hours Per Week: 36 per week, full time
Contract Type: Permanent
Closing Date: Sunday, 13th October 2024 at 23:59

About Haringey

Haringey is a fantastic place to live and work – the world in one borough. A place brimming with creativity, personality, radicalism, and community. It is a place where we stand up for each other. A place that is proudly distinctive. We’ll be celebrating all this and more as the “rebel borough” when we are the 2027 London Borough of Culture.

Our history champions change-makers and everyday rebels; revelling in our differences, battling discrimination, championing equality, and doing things our own way. Haringey’s people are a huge asset, with knowledge, expertise, and passion. Our staff members embody our organisational values: Caring, Creative, Courageous, Collaborative and Community-focused. These values keep us looking forward, ambitious for the future, and continuously striving to do our very best for all of our residents.

About the role

The Feedback & Resolutions Team is indispensable in upholding the Council’s integrity, tasked with delicately handling complaints, member enquiries, and diverse casework. Their collaborative approach across Council departments ensures that issues are addressed promptly and with sensitivity, aimed at enhancing the overall customer experience. This team plays a pivotal role in managing stage 2 complaint independent reviews, FOI internal reviews, and inquiries from regulatory bodies like the Local Government and Social Care Ombudsman, Housing Ombudsman, and Information Commissioner, underscoring their importance in maintaining regulatory compliance and bolstering the Council’s reputation.

In addition to their regulatory duties, the team oversees the management of statutory complaints concerning children and adults, corporate complaints, and the investigation of complex cases. Their meticulous attention to detail extends to drafting comprehensive responses, ensuring adherence to regulatory standards. Through their multifaceted responsibilities, the Feedback & Resolutions Team not only facilitates effective issue resolution but also actively contributes to the Council’s overarching goals of transparency, accountability, and continual improvement in service delivery.

About the team

In our team, you’ll find a strong focus on our residents, prioritising their experience by diligently resolving issues and refining our services based on their feedback. Joining our collaborative spirit, you’ll become part of a supportive team valuing open communication and teamwork, where insights and strategies are shared to enhance our complaint management processes. We’re dedicated to your professional growth, offering continuous learning opportunities and resources to keep you at the forefront of resident service practices. Upholding respect and integrity as our guiding principles, we handle every complaint with fairness and discretion, ensuring our residents feel heard and valued. Engaging in dynamic problem-solving, we tackle challenges head-on, striving for innovative solutions to not only resolve issues but also prevent future complaints. In your role as our Feedback & Resolutions Officer, you’ll play a crucial part in managing and resolving complaints, serving as a vital link between residents and the Local Authority. Your focus will be on addressing complaints promptly and effectively, maintaining trust, and enhancing our reputation for service excellence.

About you

In this role, you’ll need to work efficiently to administer, coordinate, track, and monitor various tasks while ensuring strict adherence to policies, procedures, and timelines. Your responsibilities will include liaising and corresponding with officers across all levels as well as communicating effectively with members of the public. It will be crucial for you to possess the ability to develop and maintain detailed records, including decisions and responses. Essential qualifications for this position include knowledge and experience in Information Law and complaints management, along with proficiency in using electronic case management systems. Additionally, a solid understanding of relevant legislation, a strong commitment to teamwork, excellent communication skills, and the capacity to manage and prioritise heavy workloads while meeting deadlines will be vital attributes for success in this role.

Working for Haringey

At Haringey Council we are committed to creating a workplace culture where all our people feel valued, included, and able to be their best at work, and we recognise the benefits of a diverse workforce so welcome applications from all ethnicities and communities so that we continue to make a difference to our residents and community.  Our benefits package includes a leave entitlement of 31 days + bank holidays, potential hybrid working opportunities, health and wellbeing support, a generous local government pension scheme and a range of discount schemes across leisure and culture that provide both financial and money-saving discounts.

Please note: we reserve the right to end this advert before the noted deadline if we receive sufficient applications. If you wish to apply for this role, please ensure that you do so as soon as possible.  

Additionally, we are aware that automated emails may be diverted through to junk email folders.  Please continue to check these through the application process.  If you have any questions about the status of your application, please contact ResourcingHub@haringey.gov.uk