Complaints and Information Officer

Tate; London; Hybrid; GBP 125,000 - 150,000; Full time

Job summary

A leading organisation is seeking a Complaints and Information Officer to manage FOI requests and ensure efficient handling of complaints. Applicants should possess strong communication skills, relevant knowledge of data protection, and experience in customer service. This full-time, temporary position is hybrid with work based in Colindale. The pay rate is £19 - £20 per hour.

Qualifications

• Knowledge of legislation relevant to FOIs, SARs, and data protection (e.g., UK GDPR, Data Protection Act).
• Experience in a customer service or complaints handling role.
• Strong written and verbal communication skills.
• Ability to manage competing priorities and work collaboratively.
• A commitment to continuous improvement and learning from feedback.

Responsibilities

• Coordinate and manage responses to Freedom of Information (FOI) Requests and other statutory information requests.
• Investigate and respond to complaints and enquiries.
• Ensure all enquiries are logged, tracked, and responded to within statutory deadlines.
• Provide clear and empathetic communication to complainants.
• Support service improvement by analysing complaint trends.
• Deliver training on complaints handling across the organisation.
• Collaborate with internal teams to improve service delivery.

Job description

Overview

Complaints and Information Officer
Location: Hybrid 2 days a week in Colindale - NW9
Pay Rate: £19 - £20 per hour
Contract Type: 2 months temporary
Reporting to: Complaints and Information Manager

Are you passionate about delivering excellent customer service and driving service improvement? Do you have experience handling complex enquiries and a strong understanding of information governance?

Our client is seeking a proactive and detail-oriented Complaints and Information Officer to join our dynamic team. This is a key role in ensuring our complaints and information handling processes are efficient, empathetic, and compliant.

Key Responsibilities

• Coordinate and manage responses to Freedom of Information (FOI) Requests, Subject Access Requests (SARs), and other statutory information requests.
• Investigate and respond to complaints, Members' Enquiries, Ombudsman enquiries, and petitions.
• Ensure all enquiries are logged, tracked, and responded to within statutory deadlines.
• Provide clear, respectful, and empathetic communication to complainants and stakeholders.
• Support service improvement by analysing complaint trends and contributing to root cause analysis.
• Deliver training and raise awareness of complaints handling across the organisation.
• Collaborate with internal teams and external partners to resolve issues and improve service delivery.

What We're Looking For

• Knowledge of legislation relevant to FOIs, SARs, and data protection (e.g., UK GDPR, Data Protection Act) - Essential
• Experience in a customer service or complaints handling role.
• Strong written and verbal communication skills.
• Ability to manage competing priorities and work collaboratively.
• A commitment to continuous improvement and learning from feedback.

If you have the suitable skills and experience please apply today!

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

Tate is acting as an Employment Business in relation to this vacancy.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application

Job Info

• Job Title: Complaints and Information Officer
• Company: Tate
• Location: Colindale (Hybrid)
• Posted: Sep 11th 2025
• Closes: Oct 12th 2025
• Sector: Administration
• Contract: Temporary
• Hours: Full Time

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