About the Role
We are looking for a highly motivated and detail-oriented professional to join our Children’s Services team. This is a varied and impactful role where you will play a key part in ensuring high-quality handling of complaints, information governance matters, and member enquiries.
You will act as a central point of contact for a wide range of enquiries, including complaints, Freedom of Information (FOI) requests, Data Protection matters, and correspondence from elected members. Your work will directly contribute to service improvement, transparency, and compliance with statutory requirements.
Key Responsibilities
Complaints & Casework
* Manage and investigate complaints relating to Children’s Services in line with statutory frameworks.
* Coordinate responses to Ombudsman and regulatory body enquiries.
* Facilitate early resolution of complaints and support mediation where appropriate.
* Monitor complaint handling performance and identify trends to drive service improvements.
Information Governance
* Process and respond to Freedom of Information (FOI) and Data Protection requests.
* Advise staff on legislation including FOIA and Data Protection Act/GDPR.
* Draft responses, including applying legal exemptions where appropriate.
* Support investigations into data breaches and ensure compliance with legislation.
Member Enquiries
* Manage and respond to enquiries from councillors and MPs.
* Track and monitor cases to ensure timely and accurate responses.
* Liaise across departments to provide coordinated and consistent replies.
General Duties
* Provide expert advice and guidance to stakeholders across the Directorate.
* Maintain accurate records, logs, and reporting systems.
* Contribute to policy development and service improvements.
* Support team operations, including mentoring junior staff when required.
About You
We are looking for someone who brings:
* Experience in at least one of the following: complaints handling, FOI, data protection, or member enquiries
* Strong communication skills, with the ability to handle sensitive and complex issues
* Excellent analytical and problem-solving abilities
* Experience conducting investigations and writing clear, high-quality reports
* Good knowledge of relevant legislation (FOIA, Data Protection, complaints procedures)
* Ability to manage competing priorities and work independently
* Strong IT skills, including Microsoft Office applications
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