Complaint Service Improvement Officer

Civic Recruitment Limited; Greenwich; On-site; GBP 33,000 - 36,000; Full time

Job summary

Civic Recruitment Limited in Greenwich, United Kingdom, is recruiting for a 2-month contract with a local authority. The role focuses on managing customer complaints, inquiries from members and MPs, and handling statutory requests such as FOI, EIR, and Data Protection requests under an umbrella arrangement.

You will drive service improvements, support project work for the Community Services Directorate, and oversee responses to MPs and Ombudsman inquiries, ensuring alignment with corporate

Qualifications

• This role requires proven experience in managing customer complaints and inquiries from members and MPs.
• Essential qualification in a related field is required.
• Ability to work 35 hours per week.
• Familiarity with bi-weekly payment schedules.

Responsibilities

• Spearhead service improvement initiatives within the Directorate, identifying and implementing enhancements.
• Manage and support project work and administrative duties for the Community Services Directorate.
• Oversee the analysis, allocation, and administration of complaints, correspondence, and inquiries from MPs and members, including Ombudsman inquiries, on behalf of the Directorate and DMT.
• Develop departmental procedures and ensure alignment with corporate protocols.
• Handle the response, collation, analysis, and distribution of all FOIs, EIRs, and Data Protection requests, adhering to legislative and corporate guidelines.
• Research best practices and propose process and procedural changes to managers and the DMT for service improvements.

Skills

Customer complaints handling

MP inquiries management

FOI/EIR/Data Protection support

Education

Related field qualification

Job description

Greenwich, United Kingdom | Posted on 18/08/2026

Job Description

2 months contract with a local authority

Summary

• This is a 2-month contract position with a local authority, offering a pay rate of £24.28 per hour under an umbrella arrangement. The role is pivotal in managing customer complaints, inquiries from members and MPs, and statutory requests such as Freedom of Information (FOI), Environmental Information Requests (EIR), and Data Protection requests (DPRs). Your work will ensure compliance with legislative and corporate standards, contributing significantly to the efficiency and effectiveness of the Directorate's operations.

Responsibilities

• Spearhead service improvement initiatives within the Directorate, identifying and implementing enhancements.
• Manage and support project work and administrative duties for the Community Services Directorate.
• Oversee the analysis, allocation, and administration of complaints, correspondence, and inquiries from MPs and members, including Ombudsman inquiries, on behalf of the Directorate and Departmental Management Team (DMT).
• Develop departmental procedures and ensure alignment with corporate protocols.
• Handle the response, collation, analysis, and distribution of all FOIs, EIRs, and Data Protection requests, adhering to legislative and corporate guidelines.
• Research best practices and propose process and procedural changes to managers and the DMT for service improvements.

Requirements

• Proven experience in managing customer complaints and inquiries from members and MPs.
• Essential qualification in a related field.
• Ability to work 35 hours per week.
• Familiarity with bi-weekly payment schedules.