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Purpose of Job
To support the Performance Team in managing members enquiries, complaints and FOIs received in the Directorate – logging and allocating new enquiries; drafting responses ensuring they comply with the departmental standards; liaising with colleagues to ensure responses are within the target timescales; and preparing reports for DMT to report outstanding casework; managing the member and delegated decision making processes for DRES; monitoring and administering the HR processes for DRES recruitment; collating performance data for the Directorate to meet the regular reporting requirements; and any other functions relevant to the effective operation of the Business Systems and Resources division.
Main Duties
Complaints and Enquiries
* Help manage all complaints and enquiries received by the Directorate to ensure the effective day to day delivery of the Directorates complaints and enquiries process, collating responses from across the directorate and, as necessary, drafting responses. Provide cover for the Complaints and Enquiries Officer as required.
* Liaise with Members, senior managers and Corporate Members Support staff in administering and responding to all enquiries received in DRES, ensuring that correspondence is dealt with by deadlines.
* Responsible for all Subject Access Requests received by the Directorate, liaising with colleagues across the directorate to confirm where personal data is held about an individual, collating and redacting this information as necessary, in order to respond within the required timescale.
* Prepare and distribute weekly reports to assist departments in managing their casework volume.
* Ensure the correct procedures are followed when handling complaints and enquiries, and seek to identify improvements to processes to ensure efficient handling of casework and complaints.
* Be a point of contact for internal and external service enquiries to the Directorate including public callers and those generated from the Council website.
* Work in partnership with other council services, external partners, London wide organisations and government bodies on matters relating to complaints, FOIs and archiving.
Recruitment
* Support the Governance and Resources Officer in coordinating the recruitment process for the Directorate, ensuring that the correct documents are provided and uploaded, arranging approval, logging on the recruitment system and ensuring procedures are followed and relevant paperwork completed.
* Advise Directorate managers on good recruitment practice and the procedures to be followed.
* Help maintain the DRES recruitment log of all open recruitment cases and remind managers in good time of expiry dates for agency and other short-term arrangements.
General
* Assist the Performance Team Leader as required in collating the Directorates performance data.
* Maintain the Directorates Inventory of Assets and Equipment, ensuring that all assets are recorded in accordance with Financial Procedure 15, and prepare an annual report for DMT.
* Respond to information requests and enquiries internally and from external agencies and individuals relating to demographic information, and present this in an accessible and timely manner.
* Ensure at all times that work undertaken actively promotes the Councils Equal Opportunities, Customer Care and other policies in relation to service delivery and personnel practices.
* In carrying out the duties of the post, have due regard to the provisions of Health and Safety at Work regulations and legislation.
Seniority Level
Entry level
Employment Type
Contract
Job Function
Consulting
Industries
Operations Consulting
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