Complaints & information officer

Complaints & Information Officer (Temporary)
Pay:£14.83 per hour
Working pattern:Hybrid (initially more office-based for training, then 23 days in office)

Purpose:
Manage complaints and information requests (FOI/EIR), ensuring compliance with legislation, delivering high-quality responses, and supporting service improvements through complaints insight.

Key Responsibilities:

* Handle and coordinate statutory and corporate complaints, ensuring correct procedures are followed
* Manage FOI and EIR requests in line with legal requirements
* Liaise with service areas to gather information and ensure timely, complete responses
* Draft clear, professional responses and support managers in complaint handling
* Provide advice to staff, Members, and the public on complaints and information requests
* Assess, challenge, and escalate cases where needed
* Maintain templates, guidance, and contribute to disclosure logs
* Build strong stakeholder relationships and promote a customer-focused approach
* Ensure information is handled securely and in line with data protection policies