Freedom of Information and Complaints Support Officer

What you’ll be doing

• Working as part of a small, supportive team, you will play a key role in collating and maintaining records to enable timely and effective responses to information requests and Subject Access Requests under the Data Protection Act 2018.
• It will be your responsibility to monitor the team’s shared inbox in Dynamics 365, identifying and managing incoming enquiries such as Freedom of Information (FOI) requests, data breaches, MP enquiries and complaints. This will involve acknowledging requests, allocating them to the appropriate manager and logging and tracking progress against statutory deadlines.
• You will respond to information requests from the police, as well as enquiries from customers across specific service areas, ensuring clear, accurate guidance is provided in line with relevant legislation and council policies.
• There will be opportunities to support the investigation of complaints and information governance issues, enabling you to develop your skills and knowledge in these areas.
• On occasions, you may assist colleagues in delivering complaints handling and information governance training to other members of staff.

What we need from you

• It is essential that you hold an NVQ Level 2 in Administration or 3 GCSE’s (grades C/4 or above) or an equivalent qualification. Alternatively, you may have relevant experience in an administrative or complaints-handling role.
• We are looking for someone who has a good understanding of the relevant processes and procedures, alongside knowledge of applicable regulations, codes of practice and required outputs.
• You will be able to demonstrate sound judgement and initiative, with the ability to manage and resolve day-to-day issues independently.
• Ideally, you will have experience in budget or financial monitoring, with the ability to support effective financial oversight and reporting.

What you need to know

• This role is hybrid, with a mixture of working at our office in Yate and working from home.

Benefits

• We know our team work best when they have balance in their lives and we offer genuine flexibility to help them achieve that work/life balance.
• We value our staff as individuals, investing in their careers and we are recognised for the quality, breadth and depth of our training and development offer, which helps make the greatest long-term difference in work.
• As part of our benefits package, you will receive generous annual leave (pro rata), employee wellbeing support and you will have access to a range of staff discounts, including eye tests, travel, shopping and leisure activities.
• We recognise that our diverse team of skilled and dedicated people make us a great place to work. We welcome applications from everyone and ensure that individuals are selected, promoted and developed on the basis of their merits and abilities.

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