Public Complaints & Information Officer

Hoople Ltd; Hereford; On-site; GBP 12,000 - 13,000; Full time

Benefits offered by this job

Local Government Pension Scheme (LGPS)

Flexible working

Job-sharing

Annual leave

Staff benefits

Job summary

Herefordshire Council is seeking a motivated Complaints Officer to join our Governance and Law Team. You will manage complaints, information requests, and customer feedback, ensuring timely, fair responses and opportunities for service improvement.

You will act as a key point of contact, recording and reporting feedback, and collaborating with managers to drive service improvements while ensuring compliance with information governance and legislation.

Qualifications

• Experienced in handling complaints or information requests in a public sector or similarly regulated environment.
• Skilled in building and maintaining positive relationships with customers, colleagues, elected members and external partners.
• Confident in managing competing priorities, organising caseloads and working independently.
• An excellent communicator with strong interpersonal, negotiation and mediation skills.
• Experienced in analysing information, identifying trends and producing performance reports.
• Comfortable working with CRM systems and Microsoft Office applications.
• Able to exercise sound judgement, solve problems and make balanced decisions in challenging situations.
• Committed to delivering high-quality customer service and continuous improvement.
• Sensitive to the needs of diverse communities and committed to equality, fairness and inclusion.
• Educated to A-Level standard or equivalent, with evidence of ongoing professional development. Complaints handling or mediation training would be advantageous

Responsibilities

• Act as single point of contact for complaints, compliments, comments and information requests.
• Recording, monitoring and reporting on customer feedback through the council's CRM system.
• Investigating complaints and acting as Investigating Officer where appropriate.
• Supporting the development and implementation of policies, procedures and systems relating to complaints and access to information.
• Liaising with managers, councillors, MPs and service areas to ensure timely and effective responses.
• Analysing complaint and performance data to identify trends and opportunities for service improvement.
• Producing monitoring and management information reports.
• Promoting awareness of complaints, information governance and customer feedback procedures.
• Supporting training and guidance for managers and staff.
• Ensuring compliance with relevant legislation including Freedom of Information, Data Protection and Equality legislation.
• Working collaboratively with colleagues, customers, advocacy services and partner organisations to resolve issues and improve outcomes.

Skills

Complaints handling

Customer service

CRM systems

Microsoft Office

Interpersonal skills

Analytical thinking

Communication

Education

A-Level or equivalent

Complaints handling training

Job description

Herefordshire Council is seeking a motivated Complaints Officer to join our Governance and Law Team. You will manage complaints, information requests, and customer feedback, ensuring timely, fair responses and opportunities for service improvement.

You will act as a key point of contact, recording and reporting feedback, and collaborating with managers to drive service improvements while ensuring compliance with information governance and legislation.