Complaint Service Improvement Officer

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

Job summary

A local government authority in Little London is seeking a Complaint Service Improvement Officer to handle customer complaints and statutory enquiries. The role involves leading service improvements and supporting project work within the Community Services Directorate. Candidates should have a background in complaint management and a commitment to improving service delivery.

Responsibilities

• Handle customer complaints and statutory enquiries including FOI and DPRs.
• Lead service improvement initiatives within the Directorate.
• Support project work and administration for Community Services Directorate.
• Analyze and manage responses to all forms of complaints and enquiries.
• Implement legislative procedures for FOIs and Data Protection requests.
• Research and recommend service improvements to management.

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.