Complaints & Information Officer (FOI/EIR) - Hybrid

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

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.