Complaints and Information Officer (Interim)

James Stevens Associates are delighted to be working with a Housing Provider based in North London that are now looking for a Complaints and Information Officer.

The role will encompass a mix of SAR’s / FOI’s, Complaints and Members Enquiries so we will be looking for someone who is available quickly to join a busy service team.

This is a Hybrid role with office expectation’s for 2/3 days per week in office:

Overview:

• £20-£22 per hour
• 5 days per week
• 2/3 days on site
• Colindale | North London based
• Very accessible via Train links
• 4 month contract | potential to extend
• To start ASAP!

Complaints and Information Officer:

Complaints:

• Stage 1 and Stage 2 complaint acknowledgements and assignment to handlers
• Reviewing Stage 2 escalation requests and taking decisions about escalation in line with policy
• Providing ad-hoc advice and advocacy for complainants where needed
• Providing ad-hoc advice to colleagues
• Working within the timescales of the Housing Ombudsman’s / Local Government and Social Care Ombudsman’s Complaint Handling Code
• Coordinating requests and queries from the two Ombudsmen
• Completing quality assurance checks
• Monitoring progress and ensuring required timescales are met

Freedom of Information:

• Logging and assigning FOI requests in line with statutory timescales
• Providing ad-hoc advice to colleagues
• Checking proposed responses and information from colleagues and sending full responses to requestors in line with FOI Act.
• Monitoring progress and ensuring required timescales are met

Subject Access Requests:

• Logging and assigning SARs in line with statutory timescales
• Checking proposed responses and information from colleagues and sending full responses to requestors in line with UK GDPR and DPA.
• Monitoring progress and ensuring required timescales are met

Members enquiries:

• Logging and acknowledging enquiries from MPs and councillors, and assigning to lead colleagues
• Reviewing draft responses and providing to MPs/councillors
• Monitoring progress and ensuring required timescales are met

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