Complaints & Information Officer

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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