Correspondence Support Officer

Royal Borough of Greenwich; City Of London; On-site; GBP 28,000 - 38,000; Full time

Job summary

Royal Borough of Greenwich seeks a proactive Casework, Complaints and Performance Officer to support Parking Services, coordinating casework, FOI/EIR requests and performance reporting.

You will manage shared mailboxes, monitor deadlines, produce reports and help improve information management and website content for residents.

Working with cross-functional teams, you will drive service improvements and ensure compliance with data protection and council procedures.

Qualifications

• Experience in administration, casework coordination, complaints handling, information management or a similar role.
• Strong data entry and record-keeping skills, ability to maintain accurate information.
• Good working knowledge of Microsoft Excel, spreadsheets and databases, ability to manipulate data and produce reports.
• Ability to monitor deadlines, manage competing priorities and follow up outstanding actions.
• Strong written and verbal communication, liaising with stakeholders.
• Methodical approach to identifying problems and improving processes.
• Ability to work independently, accountable and collaborative.
• Commitment to confidentiality and data protection.

Responsibilities

• Coordinate logging, allocation and tracking of casework, complaints and information requests.
• Manage shared mailboxes and direct enquiries to officers promptly.
• Maintain databases, spreadsheets, electronic filing and shared records.
• Monitor deadlines, follow up delays and escalate as needed.
• Produce weekly and monthly performance reports using Excel, Dynamics and 3Sixty.
• Use data to identify recurring issues and backlogs.
• Collaborate with teams to support efficient casework management.
• Support FOI and EIR responses, ensuring compliance with legislation and procedures.
• Help keep parking information on the website accurate and up to date.
• Assist with projects, reviews and staff guidance as required.
• Ensure all work complies with legislation and data protection.

Skills

Administration

Casework coordination

Complaints handling

Information management

Excel & reporting

Stakeholder liaison

Data analysis

Attention to detail

Tools

Microsoft Dynamics

3Sixty

Excel

Job description

About the role

You will coordinate and monitor a varied portfolio of correspondence and casework and enquiries, including:

• Complaints and general enquiries.
• Member and MP casework.
• Freedom of Information (FOI) and Environmental Information Regulations (EIR) requests.
• Internal Review Requests (IRRs).
• Ombudsman enquiries and legal requests.

You will manage shared mailboxes, triage incoming requests, allocate work to the appropriate teams and ensure records and supporting information are accurately maintained on shared systems.

You will also monitor response deadlines, track performance against agreed key performance indicators (KPIs) and produce regular reports to help managers understand demand, identify trends and address areas of concern.

Beyond day-to-day administration, you will contribute to service improvement initiatives, helping to streamline processes, strengthen information management and improve the quality of information available to residents through the Council's website and other communication channels.

Key responsibilities

• Coordinate the accurate logging, allocation and tracking of casework, complaints and information requests.
• Manage shared mailboxes and ensure enquiries are directed to the appropriate officers promptly and accurately.
• Maintain effective databases, spreadsheets, electronic filing systems and shared casework records.
• Monitor statutory and internal deadlines, follow up outstanding responses and escalat**?** potential delays to the appropriate officers.
• Produce weekly and monthly performance reports, including KPIs, volumes, response times and emerging trends, using systems such as Microsoft Excel, Dynamics and 3sixty and other service systems.
• Use data to identify recurring issues, backlogs and opportunities to improve administrative processes and service delivery.
• Work collaboratively with operational teams, Business Services, Data Analysts and colleagues across the Council to support efficient casework management.
• Support the preparation and quality assurance of departmental FOI and EIR responses, ensuring compliance with relevant legislation and Council procedures, and escalating complex or sensitive matters appropriately.
• Help maintain accurate, accessible and up-to-date website content and guidance so residents can find clear information about Parking Services.
• Contribute to projects, procedure reviews, staff guidance, training and continuous improvement initiatives as required.
• Ensure all work complies with relevant legislation, Council procedures, information governance and data protection requirements.

Help us improve Parking Services for our residents

Are you highly organised, comfortable working with data and passionate about improving services? Do you enjoy solving problems, managing competing priorities and finding better ways of working?

We are looking for a proactive and detail-focused Casework, Complaints and Performance Officer to join our Parking Business Services team.

Parking Services is experiencing significant growth, alongside an increase in complaints, enquiries and requests for information. We are strengthening our business processes and using data, insight and collaboration to improve how we manage demand, monitor performance and communicate with residents.

Working closely with the Parking Business Services Team Leader, Senior Parking Officer, Business Services Manager, Data Analysts and Insight Lead. You will help ensure that enquiries are managed efficiently, statutory deadlines are met and service information is accurate, accessible and up to date.

This is an opportunity to join a developing service and play an active role in delivering practical improvements that make a difference.

About you

You will be a reliable and proactive professional who takes ownership of your work, pays close attention to detail and remains organised when managing a high volume of requests.

You will have:

• Experience in administration, casework coordination, complaints handling, information management or a similar role.
• Strong data entry and record-keeping skills, with the ability to maintain accurate and consistent information.
• Good working knowledge of Microsoft Excel, spreadsheets and databases, with the ability to manipulate data and produce meaningful reports.
• The ability to monitor deadlines, manage competing priorities and follow up outstanding actions to ensure work is completed within agreed timescales.
• Strong written and verbal communication skills, including the confidence to liaise with a range of internal and external stakeholders.
• A methodical approach to identifying problems, analysing information and suggesting practical improvements.
• The ability to work independently, demonstrate accountability and contribute effectively to a collaborative team.
• A commitment to confidentiality, data protection, customer care and delivering a high-quality service.

Desirable experience

The following would be advantageous:

• Knowledge of parking enforcement, Penalty Charge Notices (PCNs), debt recovery, permits or parking operations.
• Experience of handling complaints, FOI/EIR requests, Internal Review Requests, Ombudsman enquiries or legal correspondence.
• Experience using Microsoft Dynamics, 3Sixty or other case management and performance reporting systems.
• Experience of analysing trends, monitoring KPIs, identifying service pressures or supporting performance improvement.
• Project management, process mapping, continuous improvement or website content management experience.

Why Join us?

You will join a team working to improve how Parking Services manages increasing demand and delivers its services to residents.

This role offers the opportunity to do more than maintain administrative processes. You will help identify what is driving enquiries and complaints, support evidence-based decision-making and contribute to improvements in systems, reporting and customer information.

Working alongside colleagues across operational services, Business Services and data and insight functions, you will have the opportunity to develop your skills in performance management, data analysis, project support and service improvement.

We are looking for someone who is motivated, adaptable and keen to make a tangible contribution. You will take ownership of your responsibilities, work collaboratively across teams and help us find better ways to manage casework, improve performance and provide residents with clear, useful information.

You will work alongside colleagues who are focused on using data, insight and collaboration to improve performance, strengthen processes and deliver better outcomes for residents.

You will also have opportunities to develop your skills in performance monitoring, data analysis, project support and service improvement, with access to relevant training and development opportunities.

If you are looking for a role where you can take ownership, work collaboratively and help shape how Parking Services responds to growing demand, we would welcome your application.

If you enjoy working with information, improving processes and helping teams deliver on their commitments, we would like to hear from you.