Complaints and Information Officer

Leicestershire County Council; Glenfield; On-site; GBP 30,000 - 32,000; Full time

Job summary

Leicestershire County Council is seeking a proactive Complaints and Information Officer to manage a diverse caseload of complaints, FOI and EIR requests. You will advise on routes, exemptions and public interest tests while ensuring statutory obligations are met.

The role requires meticulous attention to detail and strong information governance practices. The successful candidate will work across services, interpret legislation, and communicate outcomes to residents and stakeholders with clarity

Qualifications

• Experience working within a complaints or FOI/EIR function or information governance.
• Experience managing a high-volume caseload with competing demands.
• Ability to interpret procedures, statutory guidance and relevant legislation.
• Strong analytical and problem-solving skills with evidence-based outcomes.

Responsibilities

• Manage a caseload across services and coordinate responses to complaints, FOI and EIR requests.
• Interpret policies and statutory guidance to advise on appropriate complaint routes and exemptions.
• Provide clear, evidence-based recommendations and communicate them verbally and in writing.

Skills

FOI/EIR experience

High-volume caseload

Procedural interpretation

Analytical/problem-solving

Attention to detail

Stakeholder influence

Education

NVQ level 3 or equivalent

Job description

Job Description

Job Description

Organisation: Leicestershire County Council

Work Location: County Hall, Leicester Rd, Glenfield, Leicester LE3 8RA

Salary: £29,550 - £32,055 per annum (pro rata for part-time)

Working Hours: 37 hours per week Monday - Friday

Contract Type: Permanent

Closing Date: 8th October 2026

Interview Date(s): TBC

Are you an organised and analytical professional looking for a varied and rewarding role at the heart of local government? We are seeking a proactive and detail-oriented Complaints and Information Officer to manage a diverse caseload of complaints, Freedom of Information (FOI) and Environmental Information Regulation (EIR) requests.

About The Role

Working across all County Council services, you will manage a caseload, coordinate responses, interpret policies, legislation and statutory guidance, provide advice to a range of stakeholders on such matters as the appropriate complaint route, FOI exemptions, EIR exceptions and public interest test and help ensure the Council meets its statutory obligations.

This is an excellent opportunity for someone who thrives in a fast-paced environment, builds effective relationships, drives work forward independently, and is confident in advising and influencing others to achieve high-quality outcomes for residents and stakeholders.

About You

• NVQ level 3 or demonstrable experience of supporting a Complaints or FOI function and / or working in a customer service information service dealing with the public.
• Experience of working within a complaint, and/or Freedom of Information (FOI) requests/Environmental Information Regulation (EIR) requests/Information Governance function.
• Experience of managing a high-volume caseload, prioritising competing demands and delivering outcomes within agreed timescales, working with a high degree of independence.
• Ability to (or rapidly learn to) interpret and apply procedures, statutory guidance and relevant legislation within which public services work.
• Strong analytical and problem-solving skills, with experience of gathering, assessing and interpreting information from a range of sources, investigating issues systematically, and communicate clear, evidence-based outcomes and recommendations, both verbally and in writing.
• Exceptional attention to detail and accuracy in record keeping, information management and data handling, ensuring case management systems and published information are complete, accurate and auditable.
• Ability to build effective working relationships and positively influence colleagues and stakeholders to secure timely, high-quality outcomes.

In addition, we also expect you to share our commitment to our values and to delivering accessible and inclusive services which meet the needs of all of our residents. You will be asked to demonstrate your understanding of these commitments as part of the selection process.

Reasonable adjustments will be considered for applicants with a disability. We are a Disability Confident Employer.

Interested in Flexible Working?

We are open to discussions about flexible working, which may include part time working, job sharing, term-time working, flexible start and finish times, and hybrid working, depending on the requirements of the role and the service. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below.

For More Information Or An Informal Discussion, Please Contact

Joshua Bray - Assistant Complaints & Information Manager

Email: [e-mail]

About Us

About Leicestershire County Council

At Leicestershire County Council, we're committed to making a real difference in people's lives. Our aim is to work with communities and partners to deliver public services that make Leicestershire the best possible place to live and work for everyone.

Our employees play a key role in supporting this goal and helping us deliver the vital services we provide to the people of Leicestershire. Whether you're starting your career or looking for your next challenge, you'll find a place with us where your ideas are valued, and your work has purpose.

Benefits

For further information on what it's like to work for us and the benefits we offer, please refer to the following:

Our Recruitment Process

Our Organisational Values

Our Employee Benefits

Working for Us