Complaints and Information Officer

Leicestershire County Council; Leicester; 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 work across council services, coordinate responses and advise on exemptions and statutory guidance.

This role requires strong analytical skills, attention to detail and the ability to build relationships with stakeholders, ensuring high-quality outcomes for residents and departments.

Qualifications

• NVQ level 3 or demonstrable experience supporting a Complaints or FOI function and/or working in a customer service information service dealing with the public.
• Experience with FOI requests, EIR requests and Information Governance.
• Experience managing a high-volume caseload with independence and meeting timescales.
• Ability to interpret procedures and legislation relevant to public services.
• Strong analytical/problem-solving skills and ability to communicate evidence-based outcomes.

Responsibilities

• Manage a caseload of complaints, FOI and EIR requests across council services.
• Coordinate responses, interpret policies and statutory guidance.
• Advise on FOI exemptions, EIR exceptions and public interest tests.
• Ensure statutory obligations are met and maintain auditable records.

Skills

Analytical skills

Problem-solving

Attention to detail

Record keeping

Communication

Relationship-building

Education

NVQ level 3 or demonstrable experience supporting Complaints/FOI

Tools

Case management systems

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

To apply for this post, you must be able to evidence in your application how you meet the following criteria:

• 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]

If you have any technical issues when trying to apply for this post or you want to request an application pack in an alternative format, please contact our Employee Service Centre by telephoning0300 3030222 (select option 2) or raising a ticket via our online portal: https://emss.org.uk/support.

By applying for this post, you agree to our Terms and Conditions.