Senior Feedback Resolutions Officer
| Posting date: | 24 February 2026 |
|---|---|
| Salary: | £24.37 to £31.81 per hour |
| Additional salary information: | Pay Rate: £24.37 PAYE / £31.81 Umbrella |
| Hours: | Full time |
| Closing date: | 03 March 2026 |
| Location: | North London, London |
| Remote working: | On-site only |
| Company: | Neway International Ltd |
| Job type: | Contract |
| Job reference: | RQ1696464 |
Summary
Neway International are seeking a Senior Feedback Resolutions Officer to join our client based with London Borough of Haringey.
Location: Alexandra House
Hours: 36 hours per week
Start Date: 09/03/2026
End Date: Initially for 3 months, extended after review.
Pay Rate: £24.37 PAYE / £31.81 Umbrella
About the Client
London Borough of Haringey’s Resident Experience, Feedback and Resolutions Team is responsible for managing corporate and statutory complaints, FOI/EIR reviews, Members’ enquiries, Ombudsman cases and organisational learning. The service plays a key role in improving resident experience and ensuring high‑quality, timely responses across the council.
The Role
The Senior Feedback Resolutions Officer will manage Stage 2 complaint reviews, FOI internal reviews, Ombudsman enquiries and Members’ enquiries. The postholder will provide expert advice to services, ensure cases are logged and tracked effectively, and produce high‑quality written responses. They will support organisational learning, conduct audits, deliver training, and act as an escalation point in the absence of the Team Leader.
Key Responsibilities
Manage Stage 2 complaint reviews, FOI internal reviews, Ombudsman enquiries and Members’ enquiries.
Log, allocate and track cases to ensure timely and effective resolution.
Provide best‑practice advice to colleagues on corporate and statutory obligations.
Liaise with responding officers and senior managers on complex or sensitive cases.
Conduct independent reviews and produce high‑quality written responses, briefings and reports.
Maintain accurate databases and ensure cases are directed appropriately.
Produce performance data and trend analysis to support service improvement.
Deliver training and briefings across the organisation.
Conduct audits and quality checks of responses and provide constructive feedback.
Act as an escalation point in the absence of the Team Leader.
Candidate Requirements
Strong working knowledge of complaints management, FOI/EIR legislation and council feedback processes.
Experience managing own workload with minimal supervision.
Excellent written and verbal communication skills.
Understanding of good customer care principles.
Ability to challenge practices constructively to improve service quality.
Proficient in using IT systems to manage and track cases.
Location: Alexandra House
Hours: 36 hours per week
Start Date: 09/03/2026
End Date: Initially for 3 months, extended after review.
Pay Rate: £24.37 PAYE / £31.81 Umbrella
About the Client
London Borough of Haringey’s Resident Experience, Feedback and Resolutions Team is responsible for managing corporate and statutory complaints, FOI/EIR reviews, Members’ enquiries, Ombudsman cases and organisational learning. The service plays a key role in improving resident experience and ensuring high‑quality, timely responses across the council.
The Role
The Senior Feedback Resolutions Officer will manage Stage 2 complaint reviews, FOI internal reviews, Ombudsman enquiries and Members’ enquiries. The postholder will provide expert advice to services, ensure cases are logged and tracked effectively, and produce high‑quality written responses. They will support organisational learning, conduct audits, deliver training, and act as an escalation point in the absence of the Team Leader.
Key Responsibilities
Manage Stage 2 complaint reviews, FOI internal reviews, Ombudsman enquiries and Members’ enquiries.
Log, allocate and track cases to ensure timely and effective resolution.
Provide best‑practice advice to colleagues on corporate and statutory obligations.
Liaise with responding officers and senior managers on complex or sensitive cases.
Conduct independent reviews and produce high‑quality written responses, briefings and reports.
Maintain accurate databases and ensure cases are directed appropriately.
Produce performance data and trend analysis to support service improvement.
Deliver training and briefings across the organisation.
Conduct audits and quality checks of responses and provide constructive feedback.
Act as an escalation point in the absence of the Team Leader.
Candidate Requirements
Strong working knowledge of complaints management, FOI/EIR legislation and council feedback processes.
Experience managing own workload with minimal supervision.
Excellent written and verbal communication skills.
Understanding of good customer care principles.
Ability to challenge practices constructively to improve service quality.
Proficient in using IT systems to manage and track cases.