Senior Feedback Resolutions Officer (PO3)

  • London, UK
  • London Borough of Haringey
  • Temporary
  • On-Site
  • 24-24 GBP / Hour
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Job Description:

Senior Feedback Resolutions Officer (PO3)

Temporary Contract

Job Details

London Borough of Haringey

Hours: 36 hours per week
Working Pattern: Monday to Friday
Working Hours: 09:00 – 17:00

Start Date: 23 February 2026
End Date: 31 May 2026

Location

Office Base:
Alexandra House
Station Road
London
N22 7TY

Pay & Package

PAYE Rate: £24.37 per hour

Job Overview

Haringey Council is seeking an experienced Senior Feedback Resolutions Officer to support the Feedback & Resolutions Team in managing complaints, Stage 2 reviews, FOI internal reviews and Ombudsman enquiries.

This is a senior-level case management role requiring strong analytical skills, excellent written communication and sound knowledge of complaints and information governance legislation. You will work closely with services across the Council to ensure statutory and corporate obligations are met and that learning from complaints is embedded to improve service delivery.

Key Responsibilities

  • Manage Stage 2 complaint reviews in line with corporate and statutory procedures

  • Handle FOI internal reviews and Environmental Information Regulations (EIR) requests

  • Respond to Local Government Ombudsman, Housing Ombudsman and ICO enquiries

  • Provide best practice advice and guidance to services on complaints handling and statutory obligations

  • Ensure cases are logged, tracked and resolved within agreed timescales

  • Produce high-quality written responses, reports and briefings

  • Conduct audits and quality checks of complaint responses

  • Analyse performance data and identify service improvement opportunities

  • Act as escalation point in the absence of the Team Leader

Essential Experience & Skills

  • Previous experience in a similar complaints, resolutions or governance role

  • Strong knowledge of complaints management procedures

  • Understanding of FOI legislation and internal review processes

  • Excellent written and verbal communication skills

  • Ability to manage complex and sensitive cases independently

  • Strong organisational skills and ability to manage own workload

  • Good working knowledge of IT systems and case management databases

  • Ability to work constructively with senior managers and stakeholders

Additional Information

DBS Requirement: No DBS required
Reports To: Feedback and Resolutions Team Leader
Work Environment: Office-based role with extensive computer use

Disclaimer

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Job Reference: RQ1696464