Member Enquiries & Complaints Officer
This role is a 12-month Fixed Term Contract.
About us
Tower Hamlets is one of London’s most diverse, vibrant boroughs. It’s a melting pot of creativity, enterprise and cultural life that brings the best of London together in just eight square miles. It’s also a borough of contrasts, and as a Council, we know that Tower Hamlets is on a vital journey of improvement. There are tough challenges we need to tackle, but with that comes a unique opportunity to make a real impact. We’re changing – rapidly. This is a place where people make things happen. Where everyone works together with zeal, passion and pride. As an employer, we can offer a generous annual leave package, competitive pension and flexible working.
For more information why join Tower Hamlets, please visit:
Staff benefits (towerhamlets.gov.uk)
About the role
We are seeking a dedicated professional to provide timely and coordinated responses to complaints, member enquiries, and Ombudsman investigations, ensuring all deadlines are met. You will help develop strategies to enhance the service offered to all applicants, working closely with advocates and other professionals. You will champion best practices and foster strong partnerships to deliver an efficient, effective, and transparent service that offers excellent value to the local community while optimizing resource use. Additionally, you will be responsible for managing general correspondence and complex enquiries in line with the Council’s Customer Promise, ensuring a high standard of service at all times.
For a confidential discussion please contact Mariam Saydawi - [email protected]
Additional Details
Tower Hamlets vision for our borough is that: people are aspirational, independent and have equal access to opportunities; we are a borough that our residents are proud of and love to live in; and we are a dynamic, outcomes-based council using digital innovation and partnership working to respond to the changing needs of our borough. We want people who aspire to our TOWER values: Together; Open; Willing; Excellent; Respect.
Tower Hamlets has a zero-tolerance approach to, and works to eradicate, all forms of discrimination on the basis of race, sex, disability, age, religion or belief, sexual orientation, gender reassignment, marital status, status as a civil partner, gender, gender identity, gender expression, pregnancy and maternity and looks to employ a diverse workforce representative of those groups. We recognise that people can also be disadvantaged by their social and economic circumstances, so we will work to eliminate discrimination and disadvantage caused by social class.
