Complaints and Information Officer

Leicestershire County Council; Greater London; Hybrid; GBP 28,000 - 38,000; Full time

Job summary

Leicestershire County Council is seeking a pro-active Complaints and Information Officer to manage a diverse caseload of complaints, FOI and EIR requests. You will interpret policies and legislation, advise stakeholders on appropriate routes and exemptions, and help ensure the Council meets its statutory obligations.

The role requires attention to detail and the ability to work independently in a fast-paced environment. We value flexible working and offer hybrid arrangements.

Qualifications

• 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.

Responsibilities

• Manage a diverse caseload of complaints, FOI and EIR requests.
• Interpret and apply procedures, statutory guidance and relevant legislation.
• Provide advice to stakeholders on complaint routes, FOI exemptions and public interest tests.
• Help ensure statutory obligations are met by the Council.
• Build effective relationships and influence colleagues to deliver timely outcomes.

Skills

Customer service experience

FOI requests handling

EIR requests handling

Information governance

Caseload management

Analytical skills

Attention to detail

Stakeholder engagement

Education

NVQ Level 3

Tools

Case management systems

Information governance tools

Job description

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.

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.,

• 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 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.

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.

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. For further information on what it's like to work for us and the benefits we offer.