Feedback Officer

Basic objectives of the post

1. To administrate Homes for Haringey's customer & stakeholder feedback scheme (complaints, compliments, the WOW! awards, suggestions, member enquiries and ombudsman enquiries).
2. To administrate Homes for Haringey's Freedom of information, Data Protection and Information Management schemes and policies to achieve agreed service levels and legislative requirements.
3. To investigate, respond to and resolve customer & stakeholder feedback, requests and/or enquiries.
4. To assist in compiling and analysing performance information to help improve service delivery across the organisation.

Duties and responsibilities

1. To receive and handle feedback, requests and/or enquiries from members of the public, members and stakeholders, however submitted.
2. To deal with complainants, colleagues, and stakeholders sensitively and in accordance with Homes for Haringey's confidentiality and The Equality Act 2010.

Homes for Haringey Ltd is a company wholly owned by the London Borough of Haringey

Registered in England 5749092. Registered office River Park House, 225 High Road, London N22 8HQ

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1. To bring serious/urgent feedback, requests and/or enquiries to the attention of the Feedback Team Manager.
2. To provide an effective referral to the relevant organisation if the feedback, request and/or enquiry is not a matter for Homes for Haringey.
3. To log customer & stakeholder feedback, FOI requests and DPA subject access requests on the appropriate system and alert the relevant team/department in a timely manner.
4. To process feedback, requests and enquiries, once logged, in accordance with the relevant procedure, ensuring timescales are met and quality maintained.

EXPERIENCE

?Managing a complex and busy workload,

setting clear priorities and delivering to challenging performance targets.

?Experience of logging and tracking work and chasing progress.

?Experience of working in a politically sensitive environment.

?Experience of

Investigating, resolving and responding to customer complaints.

?Experience of analysing data.