One of my local government clients are currently recruiting an experienced Service Improvement Officer on a temporary basis. This is a 3-month minimum contract with the possibility of the role being extended further to work Monday to Friday 9:00am to 5:00pm.
Hybrid working role were, however, you will be required to attend the office 2/3 times a week.
Overview:
* Responsible for the handling of customer complaints, member and MP enquiries, statutory enquiries, including Freedom of Information (FOI), Environmental Information Requests (EIR) and Data Protection requests (DPRs).
* Lead and initiate the Directorate’s service improvement work and identifying improvements in service.
* Run or support the Housing and Safer Communities Directorate with project work and administrative tasks.
* Jointly manages the Service Improvement Assistant.
Main Duties:
* Responsible for the analysis, allocation, administration and collation of all representations in the form of complaints, correspondence, MP and Member enquiries including Ombudsman enquiries, on behalf of the Directorate and Departmental Management Team(DMT). Responsible for producing the departmental procedures and working to corporate procedures.
* Have the responsibility on behalf of the Directorate and DMT; for response and collation, analysing, administering and distribution of records all FOIs, EIR and Data Protection requests according to legislative procedures and corporate guidelines.
* Identify and implement service improvements; researching best practice and make recommendations to managers and DMT to change processes and procedures.
* Monitor all types of the Directorate’s casework to ensure all their responses are sent on time and alert DMT and managers of issues with casework or timescales that could bring the Council or the Directorate into disrepute.
* Notify relevant DMT members, managers or staff of urgent and complex complaints or enquiries and assist them in investigating, producing, co-ordinating or refining response, as appropriate, maintaining a high level of service. Make suggestions for resolutions to the relevant Head of Service if it falls outside of current policies and procedures.
If you are interested in this vacancy, please send your CV to Jahker Miah from Coyle Personnel Ltd