Information Case Management Officer - WMF3197e

The Methodist Church in Britain; Nottingham; Hybrid; GBP 18,000 - 27,000; Part time

Benefits offered by this job

Competitive pension scheme

Enhanced annual leave allowance

Various perks and discount schemes

Job summary

Westmorland and Furness Council is seeking a temporary maternity cover at 30 hours per week in its new Customer Service structure. The role acts as the first point of contact for complaints, information requests and MP enquiries, escalating complex cases and advising and training stakeholders on responses.

The post requires Freedom of Information knowledge and the ability to work to tight statutory deadlines, with travel across the council area and a base in Anchor Building or home working.

Qualifications

• Knowledge of handling compliments, complaints, FOI requests and MP enquiries
• Ability to apply legislation
• Effective communication
• Working under pressure to tight statutory timescales
• Dealing with complex and challenging situations
• Delivering expert-level support and training to stakeholders

Responsibilities

• Be the first point of contact for complaints, compliments, information requests and MP enquiries
• Provide an escalation route, advice and guidance to internal and external stakeholders
• Provide expert-level support on compliments, complaints, FOI requests and MP enquiries
• Train internal and external stakeholders on their responsibilities for responses
• Apply legislation to casework
• Respond to information requests and cases within statutory timescales
• Travel across the council area

Skills

Handling FOI requests

Complaints handling

MP enquiries handling

Effective communication

Legislation application

Working under pressure

Stakeholder training

Job description

Temporary maternity cover post in the new Customer Service structure at Westmorland and Furness Council, working 30 hours a week. The officer is the first point of contact for complaints, compliments, information requests and MP enquiries, escalating complex cases and advising and training internal and external stakeholders on their responses. Freedom of Information knowledge and meeting tight statutory deadlines under pressure are central, with travel across the council area and a base in any Anchor Building or home working.

What the job involves

• First point of contact for complaints, compliments, information requests and MP enquiries
• Provide an escalation route, advice and guidance to internal and external stakeholders
• Provide expert-level support on compliments, complaints, FOI requests and MP enquiries
• Train internal and external stakeholders on their responsibilities for responses
• Apply legislation to casework
• Respond to information requests and cases within statutory timescales
• Deal with complex and challenging situations
• Travel across the council area

Skills & knowledge

• Knowledge of handling compliments, complaints, FOI requests and MP enquiries
• Ability to apply legislation
• Effective communication
• Working under pressure to tight statutory timescales
• Dealing with complex and challenging situations
• Delivering expert-level support and training to stakeholders

What’s offered

• Competitive pension scheme
• Enhanced annual leave allowance
• Various perks and discount schemes