Senior Feedback & Resolutions Officer

Job description

Contract terms

Starting salary: PO3 (£45,750 – £49,056)
Work location: Alexandra House, 10 Station Road, Wood Green, London, N22 7TR
Hours per week: 36 per week
Contract type: Fixed term contract (12 months from star date)
Closing date: Sunday, 4th January 2026 at 23:59
Expected interview date: W/C 19th January 2026

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 Senior Feedback and Resolutions Officer is a pivotal role within our organisation, dedicated to enhancing the quality of our services through effective feedback management and resolution processes. This position is not just about handling complaints and enquiries; it’s about driving continuous improvement and fostering a culture of accountability and transparency.

This role is perfect for someone who is passionate about making a difference in their community and is eager to contribute to a culture of continuous improvement. If you are ready to take on a challenging and rewarding position, we encourage you to apply and join our dedicated team.

About the team

The Feedback and Resolutions Team is a dedicated team within the Culture, Strategy & Engagement Directorate. This team plays a critical role in managing and resolving feedback from residents and other stakeholders, ensuring that the organisation continuously improves its service delivery.

The Feedback and Resolutions Team is essential in fostering a culture of accountability and continuous improvement within the organisation. They ensure that resident and stakeholder feedback is not only addressed but also used as a valuable tool for enhancing service delivery.

About you

The ideal candidate will be proactive and detail‑oriented, taking initiative and ensuring that all feedback is handled meticulously. They will be an excellent communicator, with strong written and verbal skills to convey complex information clearly and persuasively. Empathy and a supportive approach are essential, as the role involves resolving complaints and providing exceptional support to both residents and colleagues. Candidates should also demonstrate strong analytical skills, with the ability to interpret data and identify trends to drive service improvements and achieve delivery goals. Proficiency in IT systems is required, as various tools will be used to manage and track feedback processes. Experience in housing would be highly desirable, bringing valuable insight and understanding to the 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