Thrive Oldham are delighted to be working with our client in the Leicestershire area, who are actively looking to recruit a Complaints & Information Officer.
Job Purpose
To provide effective case management of Complaints, Freedom of Information (FOI), Environment information Regulation (EIR) work.
Ensure the Council complies with its statutory responsibilities in responding to complaints and requests for information made under FOI or EIR by the public or other parties.
Provide advice and guidance to service managers on best practice in responding to complaints, FOIs, EIRs and other enquiries.
Help support and foster a learning culture where service improvements are driven directly from complaints intelligence.
To professionally represent the Corporate Resources Complaints and Information service, and the County Council in dealing with key stakeholders and directly with members of the public.
Main Duties and Responsibilities
Responsible for processing the Co-coordinating both statutory (social care) and corporate complaints. This includes up-front analysis and interpretation of statutory guidance to ensure that the correct complaints procedure is followed.
Develop and maintain a good understanding of the following key legislation and accompanying guidance such as to be able to confidently provide policy advice to managers and the public:
* Freedom of Information Act 2000
* Environmental Information Regulations 2004
* Children Act 1989
* Health and Social Care Complaints Regulations 2009
Respond directly to routine complaints and enquiries following discussions with departments. Work with the wider team to build and maintain appropriate response templates and guidance notes for common scenarios, to support managers across the organisation.
Produce a high standard of written responses in plain English to complainants and support other managers in the production of quality and comprehensive complaints responses, including helping departmental managers and others interpret and understand desired outcomes of complaints.
Providing the right advice and guidance to queries from the public, colleagues, and Members in relation to complaints.
Develop a wide knowledge of services provided by the Council to be able to determine which service area(s) hold the information needed to respond to Complaints.
Actively liaise with managers (to Service Manager level) to seek information and responses and elevate as appropriate to Assistant Team Manager where cases are suffering from significant drift.
To carry out initial assessments of whether information requested is already available or is likely to be held by the Council. For new requests undertake analysis work to correctly identify the relevant service that needs to respond to FOIs and EIRs.
Providing the right advice and guidance to departments and the public when valid exemptions may apply to the release of information. This will require strong knowledge of FOI and EIR legislation and the ability to seek specialist advice when required.
Maintain good customer relations with managers, Members, staff, partner organisations and members of the public.
Special Factor
The nature of the work may involve the jobholder carrying out work outside of normal working hours.
Responsible for protecting and managing information securely, and reporting breaches or suspected information security breaches, in line with Council Policies.
The post-holder may be required to attend training courses, conferences and seminars or other meetings required to meet his/her own training needs and that of the service.
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