James Stevens Associates are delighted to be working with a Housing Provider based in North London that are now looking for a Complaints and Information Officer (Hybrid).
The role will encompass a mix of SAR's / FOI's, Complaints and Members Enquiries so we will be looking for someone who is available quickly to join a busy service team.
This is a Hybrid role with office expectation's for 2/3 days per week in office:
Overview:
* £20-£22 per hour
* 5 days per week
* 2/3 days on site
* Colindale | North London based
* Very accessible via Train links
* 4 month contract | potential to extend
* To start ASAP!
Complaints and Information Officer (Interim):
Complaints:
* Stage 1 and Stage 2 complaint acknowledgements and assignment to handlers
* Reviewing Stage 2 escalation requests and taking decisions about escalation in line with policy
* Providing ad-hoc advice and advocacy for complainants where needed
* Providing ad-hoc advice to colleagues
* Working within the timescales of the Housing Ombudsman’s / Local Government and Social Care Ombudsman’s Complaint Handling Code
* Coordinating requests and queries from the two Ombudsmen
* Completing quality assurance checks
* Monitoring progress and ensuring required timescales are met
Freedom of Information:
* Logging and assigning FOI requests in line with statutory timescales
* Providing ad-hoc advice to colleagues
* Checking proposed responses and information from colleagues and sending full responses to requestors in line with FOI Act.
* Monitoring progress and ensuring required timescales are met
Subject Access Requests:
* Logging and assigning SARs in line with statutory timescales
* Checking proposed responses and information from colleagues and sending full responses to requestors in line with UK GDPR and DPA.
* Monitoring progress and ensuring required timescales are met
Members enquiries:
* Logging and acknowledging enquiries from MPs and councillors, and assigning to lead colleagues
* Reviewing draft responses and providing to MPs/councillors
* Monitoring progress and ensuring required timescales are met