Complaint Service Improvement Officer at Civic… · Greenwich

3 Month Contract With A local Authority

Job Purpose

The Complaint Service Improvement Officer will be responsible for managing and coordinating customer complaints, Member and MP enquiries, statutory information requests and Ombudsman enquiries on behalf of the Directorate. The role will ensure that all representations and requests are handled accurately, efficiently and in accordance with legislative requirements, corporate procedures and relevant timescales.

The postholder will also lead and support service improvement activity across the Directorate, identifying opportunities to improve processes, procedures and service delivery through research, analysis and the implementation of best practice. The role will provide support with project work and administrative activities within the Community Services Directorate and contribute to effective reporting and decision-making by managers and the Departmental Management Team (DMT).

Key Responsibilities

• Manage the handling, analysis, allocation, administration and collation of customer complaints, correspondence, Member and MP enquiries and Ombudsman enquiries on behalf of the Directorate and Departmental Management Team (DMT).
• Coordinate and administer Freedom of Information (FOI), Environmental Information Requests (EIR) and Data Protection Requests (DPRs), ensuring responses are prepared, recorded and distributed in accordance with legislative requirements and corporate guidelines.
• Monitor representations and statutory enquiries to ensure they are appropriately allocated, progressed and responded to within required timescales.
• Maintain accurate records and databases relating to complaints, enquiries and information requests, ensuring information is complete, up to date and readily available for reporting and analysis.
• Produce and maintain departmental procedures relating to complaints, enquiries and statutory requests, ensuring alignment with corporate policies and procedures.
• Analyse complaint, enquiry and request data to identify trends, recurring issues, risks and opportunities for service improvement.
• Lead and initiate service improvement activity across the Directorate, identifying opportunities to improve processes, procedures and customer outcomes.
• Research best practice and emerging approaches to complaints handling, information management and service delivery, making evidence-based recommendations to managers and the DMT.
• Support the implementation of agreed service improvements, monitoring their effectiveness and identifying further opportunities for improvement.
• Prepare reports, information and analysis for managers and the DMT to support effective decision-making and performance monitoring.
• Run or support project work across the Community Services Directorate, including undertaking research, coordination, administration and monitoring activities as required.
• Provide administrative support to Directorate and departmental initiatives, ensuring tasks are completed accurately and within agreed timescales.
• Work collaboratively with colleagues and stakeholders across the organisation to ensure complaints, enquiries and statutory requests are managed effectively.
• Ensure all work is undertaken in accordance with relevant legislation, corporate procedures, confidentiality requirements and data protection principles.

Requirements

Essential

• Experience of handling and coordinating customer complaints, enquiries or representations within a complex organisation.
• Experience of managing correspondence and enquiries from Members, MPs, customers and/or other external stakeholders.
• Knowledge and understanding of Freedom of Information, Environmental Information and Data Protection requirements.
• Experience of analysing information, identifying trends and using findings to support service improvements.
• Experience of developing, reviewing or implementing processes and procedures.
• Strong organisational and administrative skills, with the ability to manage competing priorities and meet deadlines.
• Excellent written and verbal communication skills, with the ability to produce clear, accurate and professional responses and reports.
• Strong attention to detail and the ability to maintain accurate records and handle sensitive information appropriately.
• Ability to research information, assess best practice and make practical recommendations for improvement.
• Ability to work independently, take initiative and manage a varied workload while also working effectively as part of a team.
• Good IT skills, including experience using Microsoft Office applications and systems for maintaining records, analysing information and producing reports.

Desirable

• Experience working within a local authority, public sector or other regulated environment.
• Experience of dealing with Ombudsman enquiries.
• Experience of supporting or coordinating projects.
• Knowledge of corporate complaints procedures and statutory response requirements.
• Experience of contributing to organisational or service transformation initiatives.

Additional Information

• Hours per Week: 35 hours
• Location: Royal Borough Of Greenwich, Office-based for the first 4–6 weeks of the assignment. Following successful completion of training, hybrid working may be introduced, with a minimum of 3 days per week in the office, subject to service requirements.
• Payment: Bi-weekly payments