Complaint Service Improvement Officer

Job Switch; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading service organization is seeking a Complaint Service Improvement Officer to enhance customer satisfaction by effectively managing complaints and statutory enquiries. In this role, you will lead service improvement initiatives, support project tasks, and ensure compliance with legislative requirements. The ideal candidate will have strong analytical skills and a passion for improving services. This position is based in Greater London, UK, offering a dynamic environment to contribute to meaningful change.

Responsibilities

• Handle customer complaints, member and MP enquiries, and statutory requests.
• Lead service improvement work and identify improvements.
• Support project work and administrative tasks in the Community Services Directorate.

Job description

Complaint Service Improvement Officer

• 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 Directorates service improvement work and identifying improvements in service.
• Run or support the Community Services Directorate with project work and administrative tasks.
• 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.