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