Haringey Council
Feedback Officer
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Feedback Officer
Feedback Officer – Housing Repairs Service
Contract Terms
- Starting salary: £38,256 – £39,276 (p/a)
- Contract type: Fixed-term (12 months)
- Hours per week: 36 (hybrid)
- Closing date: 12th July 2026
- Interviews: Week commencing 20th July 2026
About Haringey
Haringey is a vibrant and diverse borough—creative, moody, radical, and community-driven. With a proud reputation for championing change-makers and everyday rebels, we value our differences, fight discrimination, embrace equality, and thrive on innovation.
Our organisational values—Caring, Creative, Courageous, Collaborative, and Community-focused—guide us towards an ambitious, inclusive future. 2027 marks Haringey as London’s "Rebel Borough of Culture"—a celebration of resilience, progress, and community spirit.
Our people are our greatest asset: passionate, expert, and dedicated to delivering exceptional services for residents.
About the Role
We are seeking a **proactive, customer-focused Feedback Officer to join our Housing Repairs Service, playing a pivotal role in managing a high-quality feedback and complaints function.
Key Responsibilities:
- Manage a diverse caseload including:
- Customer complaints & compliments
- Service enquiries
- Housing Ombudsman cases
- Investigate issues thoroughly, ensuring clear, empathetic, and compliant responses
- Deliver resolutions aligned with service standards, policies, and statutory requirements
- Analyse feedback trends to identify recurring problems and inform service improvements
- Ensure compliance with:
- Freedom of Information (FOI) requirements
- Data Protection (GDPR) principles
- Corporate information governance
- Represent residents' voices by ensuring their concerns are heard, acknowledged, and acted upon
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This role offers a meaningful opportunity to directly impact residents’ experiences by championing fairness and accountability.
About the Team
You will join a dedicated Customer Relations team within the Housing Repairs Service, dedicated to providing transparent, responsive, and resident-centred services. This fast-paced environment prioritises:
- Collaboration across internal services
- Accountability in feedback resolution
- Continuous improvement in service quality
The team manages feedback from residents, councillors, contractors, and external partners, including the Housing Ombudsman Service.
A supportive culture fosters teamwork, high standards of customer care, and a shared commitment to excellence.
About You
This role requires a confident, organised, and empathetic professional with the following qualities:
- A passion for customer service and commitment to resident-centred outcomes
- Ability to handle sensitive, complex situations with empathy and professionalism
- Strong problem-solving mindset and resilience under pressure
- Attention to detail, accuracy, and quality in written communications
- Ability to work independently or collaboratively, maintaining high standards in a dynamic environment
You Will Demonstrate:
✅ Experience in handling, investigating, and resolving complaints from diverse stakeholders ✅ Ability to manage a complex workload consistently, meeting tight deadlines ✅ Excellent written (adapting tone for different audiences) and verbal communication skills ✅ Exceptional customer service ethos with a professional, solution-focused approach ✅ Experience in case logging, tracking, and-quality monitoring for timely resolution ✅ Ability to analyse feedback data and generate actionable insights for service improvements ✅ Knowledge of FOI, Data Protection, and complaints-handling frameworks ✅ Familiarity with public sector or housing sector operations (advantageous)
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Why Work for Haringey?
Haringey Council is committed to fostering a positive, inclusive workplace where everyone can thrive and contribute their best. We believe diversity makes us stronger and ensures better outcomes for our residents and communities.
Benefits:
✔ 31 days’ leave + bank holidays ✔ Hybrid working opportunities (flexible arrangements available) ✔ Wellbeing support (mental health, fitness perks) ✔ Generous local government pension scheme ✔ Discount schemes (leisure, culture, financial savings)
Please note: We reserve the right to close this advert early if we receive a sufficient number of applications. Apply as soon as possible.
For queries about applications, contact: ResourcingHub@haringey.gov.uk
Note: Your application may be redirected to junk email. Ensure you check all folders during the application process.
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