Complaints & Subject Access Officer

North East Combined Authority; Tees Valley; Hybrid; GBP 28,000 - 35,000; Full time

Job summary

Middlesbrough Council is seeking a Complaints and Subject Access Officer to join our friendly Complaints Service. You’ll help people have their concerns heard and support access to information held about them, while reviewing records for Children’s Services.

You’ll work with partners to ensure fair, careful handling of information. The role involves supporting Subject Access Requests, managing sensitive data with discretion, and learning about complaints processes to continuously improve service

Qualifications

• Excellent communication skills and ability to work with diverse stakeholders.
• Strong organisational skills with ability to manage competing priorities.
• Attention to detail with accurate record keeping.
• Ability to handle sensitive information with discretion.
• Professional and composed when dealing with challenging situations.
• Willingness to learn about complaints and information rights.

Responsibilities

• Manage complaints and ensure they are progressed appropriately.
• Support Subject Access Requests for Children’s Services, reviewing records.
• Collaborate with colleagues across the Council, partner organisations and the public to handle information requests and concerns.
• Provide information rights guidance and resolve inquiries fairly and securely.

Skills

Communication

Organised

Detail oriented

Confidentiality

Calm under pressure

Learning mindset

Job description

We’re looking for a Complaints and Subject Access Officer to join our friendly Complaints Service.

Are you someone who enjoys helping people, solving problems and making sure things are handled fairly and carefully?

This is a varied and rewarding role where you’ll help people have their concerns heard and support them to access information held about them. You’ll work with colleagues across the Council, partner organisations and members of the public to help manage complaints and ensure they are progressed appropriately.

You’ll also support Subject Access Requests for Children’s Services, carefully reviewing records and making sure personal and sensitive information is handled appropriately.

We’d love to hear from you if you:

• Are a good communicator and enjoy working with people.
• Are organised and able to manage different priorities.
• Have a keen eye for detail and take pride in getting things right.
• Can handle sensitive and confidential information with care.
• Can remain calm, understanding and professional when dealing with challenging or sensitive situations.
• Are keen to learn and develop your knowledge of complaints and information rights.

You don’t need to know everything from day one. We’re looking for someone with the right skills, approach and willingness to learn and develop.

If you’re looking for a role that offers a competitive salary, the opportunity to develop your skills and the chance to make a real difference, help people and support the Council to learn and improve, we’d love to hear from you.

If you would like to talk through this opportunity further, please contact Claire Roberts at [e-mail].

Please note Middlesbrough Council do not currently offer sponsorships.

We operate a Guaranteed Interview Scheme for applicants that can show they meet all the essential criteria and have indicated they have a disability, are a looked after young person, care leaver or a veteran.

Together, we build confidence, grow skills, and make a real difference — by learning together, we achieve together.