Feedback Officer

Job description

Contract Terms

Starting salary: S01 (£38,256 – £39,276) 
Contract type: FTC – 12 Months
Hours per week: 36 per week, Hybrid  
Closing date: 12th July 2026
Interviews: Week Commencing 20th July 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

We are seeking a proactive and customer-focused Feedback Officer to join our Housing Repairs Service, playing a key role in delivering a high-quality feedback and complaints function.

In this position, you will manage a diverse caseload of customer and stakeholder feedback, including complaints, compliments, service enquiries and Housing Ombudsman cases. You’ll be responsible for investigating issues thoroughly, producing clear and empathetic responses, ensuring all cases are resolved in line with service standards, policies and statutory requirements.

Beyond case handling, you will contribute to continuous service improvement by analysing feedback trends, identifying recurring issues and supporting the development of practical solutions. You will also ensure compliance with relevant legislation and policies, including Freedom of Information (FOI), Data Protection and corporate information governance requirements.  This is an excellent opportunity to make a tangible difference to residents’ experiences by ensuring their voices are heard and acted upon.

About the Team

You will join a dedicated Customer Relations team within the Housing Repairs Service, committed to delivering transparent, responsive and resident-focused services.  The team is responsible for managing a wide range of feedback from residents, councillors, contractors, and external partners, including the Housing Ombudsman. 

Working collaboratively across services, you will help ensure feedback is not only resolved effectively but also used to improve outcomes for residents.  This is a fast-paced but supportive environment, where teamwork, accountability, and continuous learning are highly valued, and where high standards of customer care are central to everything we do.

About You

You are a confident, organised, and resilient professional with a passion for delivering excellent customer service. You approach sensitive and complex situations with empathy and professionalism, maintaining a calm and solution-focused mindset. With strong attention to detail and a commitment to quality, you take pride in producing accurate, timely and meaningful responses. You are equally comfortable working independently or as part of a team and you are motivated by the opportunity to improve services and outcomes for residents.

You will be able to demonstrate:
•    Experience handling, investigating, and resolving complaints from a range of stakeholders
•    Ability to manage a complex and varied workload, meeting tight deadlines and performance targets
•    Strong written and verbal communication skills, with the ability to tailor responses clearly and effectively
•    Excellent customer service skills, with a sensitive and professional approach
•    Experience of logging, tracking, and monitoring cases to ensure timely resolution
•    Ability to analyse feedback data and produce insights to support service improvements
•    Knowledge or experience of FOI, Data Protection, and complaints handling frameworks 
•    Ability to work both independently and collaboratively in a fast-paced, dynamic environment
•    Experience working in a public sector or housing environment

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.