Complaint Service Improvement Officer

2 months contract with a local authority  

Pay Rate: £24.28/hr umbrella

Summary

• This is a 2-month contract position with a local authority, offering a pay rate of £24.28 per hour under an umbrella arrangement. The role is pivotal in managing customer complaints, inquiries from members and MPs, and statutory requests such as Freedom of Information (FOI), Environmental Information Requests (EIR), and Data Protection requests (DPRs). Your work will ensure compliance with legislative and corporate standards, contributing significantly to the efficiency and effectiveness of the Directorate's operations.
  

Responsibilities

• Spearhead service improvement initiatives within the Directorate, identifying and implementing enhancements.
  
• Manage and support project work and administrative duties for the Community Services Directorate.
  
• Oversee the analysis, allocation, and administration of complaints, correspondence, and inquiries from MPs and members, including Ombudsman inquiries, on behalf of the Directorate and Departmental Management Team (DMT).
  
• Develop departmental procedures and ensure alignment with corporate protocols.
  
• Handle the response, collation, analysis, and distribution of all FOIs, EIRs, and Data Protection requests, adhering to legislative and corporate guidelines.
  
• Research best practices and propose process and procedural changes to managers and the DMT for service improvements.
  

Requirements:

• Proven experience in managing customer complaints and inquiries from members and MPs.
  
• Essential qualification in a related field.
  
• Ability to work 35 hours per week.
  
• Familiarity with bi-weekly payment schedules.
  

The role closes soon, apply ASAP.