Complaints & Information Specialist (FOI/EIR)

Nottingham City 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 coordinate responses, interpret policies and statutory guidance, and advise stakeholders on appropriate routes and exemptions to ensure compliance.

You will work across services, drive timely outcomes, and maintain accurate records while assisting residents and partners with clear, evidence-based recommendations.

Qualifications

• NVQ level 3 or demonstrable experience supporting complaints or FOI function.
• Experience with FOI/EIR requests and Information Governance.
• Experience managing a high-volume caseload with deadlines.
• Ability to interpret procedures and legislation within public services.
• Strong analytical and data handling skills with evidence-based outcomes.

Responsibilities

• Manage a diverse caseload of complaints, FOI and EIR requests.
• Coordinate responses across Council services and interpret guidance.
• Advise stakeholders on complaint routes, FOI exemptions, EIR, and public interest tests.
• Ensure statutory obligations are met and maintain auditable records.
• Build effective relationships and influence colleagues for timely outcomes.

Skills

Analytical thinking

Time management

Communication

Caseload management

Policy interpretation

Record keeping

Education

NVQ Level 3

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 coordinate responses, interpret policies and statutory guidance, and advise stakeholders on appropriate routes and exemptions to ensure compliance.

You will work across services, drive timely outcomes, and maintain accurate records while assisting residents and partners with clear, evidence-based recommendations.