Complaint Service Improvement Officer JM RQ1606303

Triumph Consultants Ltd; London; On-site; GBP 80,000 - 100,000; Part time

Job summary

A local consultancy firm in London is seeking a Complaint Service Improvement Officer to manage customer complaints and statutory enquiries. The ideal candidate should possess strong analytical and organisational skills, with a commitment to enhancing service delivery. The role offers £19.30 per hour, with a contract length of 3 months, and operates 35 hours per week in Greenwich.

Qualifications

• Proven experience in handling complaints, statutory enquiries, or information governance requests.
• Strong organisational skills to manage competing priorities.
• Excellent written and verbal communication skills.

Responsibilities

• Handle and coordinate all customer complaints and statutory correspondence.
• Manage Freedom of Information requests and Data Protection requests.
• Lead service improvement initiatives within the Directorate.

Skills

Complaint handling

Analytical thinking

Organisational skills

Communication skills

Job description

Overview

Complaint Service Improvement Officer

Job Ref: JM RQ1606303

£19.30 per hour PAYE • Contract Length: 3 months • 35 hours per week

Location: Greenwich, London SE18 9HQ

We are looking for a proactive and detail-oriented Complaint & Service Improvement Officer to join our Community Services Directorate. This is an exciting opportunity for someone with strong analytical, organisational and communication skills who is passionate about improving services and ensuring the highest standards of customer care.

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.

We will not share or solicit information outside the advertised role. If you do not hear from us within three working days, your application has not been shortlisted on this occasion. Please quote the Job Title & Vacancy Reference No. in your application to help match your CV to the role.

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