Complaints & Information Officer (Temporary)
Pay: £14.83 per hour
Working pattern: Hybrid (initially more office-based for training, then 2-3 days in office)
Purpose
Manage complaints and information requests (FOI/EIR), ensuring compliance with legislation, delivering high-quality responses, and supporting service improvements through complaints insight.
Key Responsibilities
- Handle and coordinate statutory and corporate complaints, ensuring correct procedures are followed
- Manage FOI and EIR requests in line with legal requirements
- Liaise with service areas to gather information and ensure timely, complete responses
- Draft clear, professional responses and support managers in complaint handling
- Provide advice to staff, Members, and the public on complaints and information requests
- Assess, challenge, and elevate cases where needed
- Maintain templates, guidance, and contribute to disclosure logs
- Build strong stakeholder relationships and promote a customer‑focused approach
- Ensure information is handled securely and in line with data protection policies
Requirements
- NVQ Level 3 or relevant experience in complaints, FOI, or customer information services
- Experience handling complaints and information requests, ideally in local government
- Knowledge of key legislation (FOI Act 2000, EIR 2004, Data Protection Act 2018, etc.)
- Strong communication, organisation, and problem‑solving skills
- Ability to work independently, manage workload, and remain calm under pressure
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