Complaints Information Officer

1 month contract with a Local Authority

Job Summary:

Deliver a first class customerorientated dispute resolution service which provides the customer with a suitable solution and a satisfying experience by contributing and supporting the delivery of an efficient complaints and information service.

Conducting stage 2 complaint investigations ombudsman enquiries and responding to FOIs.

Key Duties/Accountabilities

Investigate finalstage complaints in line with the council s Corporate Complaints Policy. Presenting complex information in an accessible and readable form. Monitoring the implementation of any decisions or recommendations arising from the complaint

Take the lead role in responding to requests for information made under the Freedom of Information Act (2000) Data Protection Act (1998) and Environmental Information Regulations (2004). Providing advice and guidance to service areas on application of the legislation.

Take the lead role in responding to enquiries from the Local Government Ombudsman and Independent Housing Ombudsman. Monitoring the implementation of any Ombudsman decisions or recommendations arising from their enquiries.

To undertake a portfolio of responsibilities in connection with the effective application of the complaints Members Enquiries and information requests policies in support of the council s wider aims and objectives

To support the Complaints Manager and FOI Coordinator in ensuring the effective development and implementation of the relevant policies including the Corporate Complaints Policy Members Enquiries Protocol and legislative frameworks governing information requests

Essential Experience Required:

Experience of carrying out complex investigations and analysis of data regulations and legislation is essential.

Experience of working with senior officers and members and outside bodies within a customer focused organisation is essential.

Experience of of regulatory and dispute resolution systems within a local government setting is essential.

Essential Qualification Required:

Educated to degree level or with a suitable professional qualification or carrying out an approved course of study leading towards the above is essential.

Additional information to note:

Working hours: 35 hours per week.

The closing date for this position is 30^th August 2024.