Complaints and FOI Support Officer

South Gloucestershire Council; Yate; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A local government organization in Yate is looking for a Feedback and Information Governance Support Officer. This hybrid role involves helping vulnerable residents access their information and resolve concerns. Qualifications include NVQ 2 or 3 or equivalent, and experience in administration or complaints. This limited term contract offers flexibility and benefits including generous annual leave and wellbeing support.

Benefits

Generous annual leave

Employee wellbeing support

Staff discounts including eye tests and leisure activities

Qualifications

• NVQ 2 or 3 GCSEs grades C or above or equivalent qualification.
• Understanding of regulations and codes of practice.
• Ability to resolve problems independently.

Responsibilities

• Collate and save records for information requests under the Data Protection Act.
• Monitor emails for FOI requests and support internal services.
• Assist in investigation of complaints and governance issues.

Skills

Administration and complaints

Knowledge of relevant processes

Problem-solving

Budget monitoring skills

Education

NVQ 2 or 3 or GCSEs grades C or above or equivalent

Tools

Dynamics 365

Job description

What You’ll Be Doing

As a Feedback and Information Governance Support Officer in the Department of People, you will help members of the community access information about themselves and the council. By resolving the concerns of some of our most vulnerable residents, you will provide a valuable service in responding to complaints and requests for information held about them. You will also help them access their records and ensure clear information is provided or the issue is referred so that all our customers receive an effective service.

• Working in a small supportive team, you will collate and save records to enable responses to information requests (such as subject access requests) under the Data Protection Act 2018.
• Monitor the team’s emails in Dynamics 365 to check for Freedom of Information (FOI) requests, data breaches, MP enquiries and complaints. Acknowledge, allocate to relevant managers for responses, and log and monitor accordingly.
• Respond to enquiries from the police for information and support customers with queries within specific service areas, helping them access services and providing clear information and guidance. If unable to resolve the issue, refer it so that all customers receive an effective, functioning service and information is provided.
• Be involved in the investigation of complaints and information governance issues, and enhance your skills and knowledge in these areas.
• Assist team members in the delivery of complaints or information governance training to other staff when required.

What We Need From You

• It is essential to have an NVQ 2 or 3 GCSEs grades C or above or equivalent qualification, or have experience in administration and complaints.
• Knowledge of relevant processes and procedures and an understanding of relevant regulations, codes of practice and required outputs.
• Initiative and judgement to resolve day-to-day problems independently.
• Ideally, proven budget monitoring or numeracy skills.

What You Need To Know

• This is a limited term contract, ending 31 March 2026.
• This role is hybrid, with a mixture of working at our office in Yate and working from home.

Interviews anticipated week commencing the 29th September 2025.

How a Career At South Gloucestershire Council Is Different

• We know our team works best when they have balance in their lives and we offer genuine flexibility to help achieve that work/life balance.
• We value our staff as individuals, investing in their careers and we are recognised for the quality, breadth and depth of our training and development offer, which helps make the greatest long-term difference in work.
• As part of our benefits package, you will receive generous annual leave (pro rata), employee wellbeing support and access to a range of staff discounts, including eye tests, travel, shopping and leisure activities.
• We recognise that our diverse team of skilled and dedicated people makes us a great place to work. We welcome applications from everyone and ensure that individuals are selected, promoted and developed on the basis of their merits and abilities.

Our teams at South Gloucestershire Council are making a real difference to the lives of people who live, work and learn here. We’re building and shaping communities which people are proud of. We’re working with the most vulnerable in our community to help them achieve what they want in life. We’re investing in our schools to ensure every child and young person in South Gloucestershire achieves their full potential. We’ve achieved a great deal, but we need talented and dedicated people to ensure we continue to make a difference. We’re making a difference, be part of it!

To view the full job description, please see the role: Feedback and Information Governance Support Officer.