Complaint Officer - #2177818

Complaint Officer Please note: Candidates will be required to attend the office 5 days per week for the first 4 to 6 weeks of their assignment, thereafter upon completion of training, hybrid working arrangements may be introduced with a minimum of 3 days in the office depending on service requirements.

Complaint Officer Responsible for the handling of customer complaints, member and MP enquiries, statutory enquiries, including Freedom of Information (FOI), Environmental Information Requests (EIR) and Data Protection requests (DPRs).

Complaint Officer Lead and initiate the Directorate’s service improvement work and identifying improvements in service.

- Run or support the Community Services Directorate with project work and administrative tasks.

- Responsible for the analysis, allocation, administration and collation of all representations in the form of complaints, correspondence, MP and Member enquiries including Ombudsman enquiries, on behalf of the Directorate and Departmental Management Team (DMT). Responsible for producing the departmental procedures and working to corporate procedures.

- Have the responsibility on behalf of the Directorate and DMT; for response and collation, analysing, administering and distribution of records all FOIs, EIR and Data Protection requests according to legislative procedures and corporate guidelines.

- Identify and implement service improvements; researching best practice and make recommendations to managers and DMT to change processes and procedures.

Main Duties: Complaint Officer

1) Responsible for the analysis, allocation, administration and collation of all representations in the form of complaints, correspondence, MP and Member enquiries including Ombudsman enquiries, on behalf of the Directorate and Departmental Management Team (DMT). Responsible for producing the departmental procedures and working to corporate procedures.

2) Have the responsibility on behalf of the Directorate and DMT; for response and collation, analysing, administering and distribution of records all FOIs, EIR and Data Protection requests according to legislative procedures and corporate guidelines.

3) Identify and implement service improvements; researching best practice and make recommendations to managers and DMT to change processes and procedures.

4) Monitor all types of the Directorate’s casework to ensure all their responses are sent on time and alert DMT and managers of issues with casework or timescales that could bring the Council or the Directorate into disrepute.

5) Notify relevant DMT members, managers or staff of urgent and complex complaints or enquiries and assist them in investigating, producing, co-ordinating or refining response, as appropriate, maintaining a high level of service. Make suggestions for resolutions to the relevant Head of Service if it falls outside of current policies and procedures.

6) Be the Directorate’s lead on the Corporate case working system (Dynamics/or other) and have responsibility for producing the directorate’s logging processes and procedures.

7) Run monthly Repairs and Investment Complaint’s teams meetings Setting the agenda, producing all paperwork and identify areas of service improvement and work with teams to implement the changes.

8) Responsible for reviewing the procedures and administrative processes in relation to complaints in line with current legislation and guidance, developing, creating or updating policies and systems; including those which encourage and facilitate users to express their views; recording these accurately and consistently.

9) Produce, analyse, prepare, collate and interpret data; to either produce reports and accessible information, reporting to the Finance and Commercial Manager for use in communications with the public or to support the planning and decision-making made by the Departmental Management Team and the Director.

10) Create and continue to improve systems and procedures to provide information to senior managers, staff and members of the public and outside organisations on a regular basis that will assist in the effective monitoring of services, to inform supervision and quality assurance in order to improve services, review performance and identify potential problem areas.