Customer Relationship Officer - SO2

We are looking for an experienced and ambitious member of staff to join our Customer Relationship Team in Building Maintenance. We carry out a wide range of functions such as stage 1 complaints, Mayors and Members enquiries, as well as Freedom of information requests and various special projects.

This job is working in a fast paced and target driven area of work and we are looking for someone to contribute to the success of our team over the recent years.

Customer service, repairs and complaints case work experience would be welcomed., LOCATION: Within the London Borough of Hackney RESPONSIBLE TO: Senior Customer Relationship Officer
Purpose of the Job
To promote a customer-focussed approach to repairs through effective management of complaints, Mayoral and Member /Ombudsman enquiries, and FOIs. This will include: coordinating any investigative work, ensuring that responses are in line with Hackney Council standards, managing customer /stakeholder relations, and ensuring effective resolution of any outstanding issues /repairs.
To take direct responsibility for the management / coordination of complex repairs, including leaks, high value external works and works to commercial premises / community Halls.
To support the development of a customer-focused culture through learning from complaints and analysis of customer feedback, including identification of improvements, new ways of working and potential changes to policy and procedures.

Hackney is one of the UK's highest performing local authorities, serving one of London's best places to live and work. We have achieved a huge amount: our services, our schools, our public spaces are all amongst the very best. We have changed the reputation, not just of the Council, but of Hackney itself. Bringing jobs and investment into the borough, securing the legacy from the 2012 Games, and making this a place of which we can all be proud.

We are also working towards our vision, which is to be a place for everyone; where residents and the workforce can be proud; a place that celebrates diversity and where everyone can feel valued, included and involved. In order to achieve this, we look for people who are: Proud; Ambitious; Pioneering; Open; Proactive; Inclusive.

Hackney Council works to eradicate discrimination on the basis of race, religion, gender, gender identity, sexual orientation, disability, pregnancy and maternity, age and marital status. 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 also welcome those interested in flexible working. We particularly welcome applications from disabled people, as this group is currently under represented in our workforce.