Complaint Service Improvement Officer JM RQ1606303

Triumph Consultants Ltd; City Of London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A consultancy agency in London is seeking a Complaint Service Improvement Officer to handle customer complaints and statutory enquiries. The role requires strong organisational skills, excellent communication abilities, and experience in information governance. The successful candidate will contribute to service improvements within the Directorate over a 3-month contract.

Qualifications

• Proven experience in handling complaints and statutory enquiries.
• Strong organisation skills with the ability to manage priorities.
• Excellent verbal and written communication skills.

Responsibilities

• Handle customer complaints, MP and Member enquiries.
• Manage Freedom of Information and Data Protection requests.
• Lead service improvement initiatives within the Directorate.

Skills

Handling complaints

Organisational skills

Written communication

Analytical thinking

Customer service

Job description

Overview

Complaint Service Improvement Officer – JM RQ1606303

• Salary: £19.30 per hour PAYE
• Contract length: 3 months
• Hours: 35 hours per week
• Location: Greenwich, London SE18 9HQ

Responsibilities

• Handle and coordinate all customer complaints, MP and Member enquiries, Ombudsman enquiries, and other statutory correspondence on behalf of the Directorate and Departmental Management Team (DMT).
• Manage and process Freedom of Information (FOI), Environmental Information Requests (EIR) and Data Protection requests (DPRs) in line with legislative procedures and corporate guidelines.
• Lead and support service improvement initiatives within the Directorate, identifying opportunities for change and making recommendations to managers and DMT.
• Analyse, allocate and collate representations, ensuring robust record-keeping and reporting.
• Produce and maintain departmental procedures, ensuring compliance with corporate policies and statutory requirements.
• Support the Directorate with project work and administrative tasks, contributing to the delivery of efficient and customer-focused services.
• Research best practice and propose innovative improvements to enhance service delivery.

Essential Requirements

• Proven experience in handling complaints, statutory enquiries, or information governance requests (FOI, EIR, DPRs).
• Strong organisational skills with the ability to manage competing priorities.
• Excellent written and verbal communication skills, with the ability to draft clear, professional responses.
• Analytical thinking with attention to detail, accuracy and consistency.
• Confidence in engaging with staff, managers and stakeholders to influence and implement improvements.
• A strong customer service ethos and commitment to continuous improvement.

Additional Information

Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.

Anticipated Length of Assignment: Unless otherwise stated, all roles are technically temporary, though open assignments can be extended by clients on a longer-term basis and can sometimes become permanent.

We will read every CV submitted. All applications will be acknowledged by a human, provided the job remains live and your CV meets the Essential Requirements listed.

Note: If you do not hear from us within three working days, your application has not been shortlisted on this occasion. Thank you for your interest in working with us.