Complaints & Information Officer (Temporary) Pay: £14.83 per hour Working pattern: Hybrid (initially more office-based for training, then 2–3 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 Requirements: * NVQ Level 3 or relevant experience in complaints, FOI, or customer information services * Experience handling complaints and information requests, ideally in local government * Knowledge of key legislation (FOI Act 2000, EIR 2004, Data Protection Act 2018, etc.) * Strong communication, organisation, and problem-solving skills * Ability to work independently, manage workload, and remain calm under pressure