Public Complaints Specialist — Part-Time (16hrs)

Hoople Group; Hereford; On-site; GBP 28,000 - 32,000; Part time

Benefits offered by this job

LGPS

Career progression

Annual Leave 31 days pro rata

Flexible working

Employee support programme

Professional membership fees

Perks range (discounts)

Job summary

Herefordshire Council is seeking a part-time Complaints Officer to join the Governance and Law Team in Hereford. You will be the main contact for members of the public, handling complaints, information requests and feedback with fairness and efficiency.

The role requires recording via the CRM, investigating complaints, producing reports, and supporting policy development while ensuring compliance with FOI, DP and equality legislation.

Qualifications

• Experienced in handling complaints, information requests or customer enquiries within 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.
• Able to exercise sound judgement, solve problems and make balanced decisions in challenging situations.

Responsibilities

• Acting as a 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

Complaint handling

CRM systems

Microsoft Office

Communication skills

Relationship building

Time management

Equality and inclusion

Education

A-Level or equivalent

Tools

CRM systems

Microsoft Office

Job description

Herefordshire Council is seeking a part-time Complaints Officer to join the Governance and Law Team in Hereford. You will be the main contact for members of the public, handling complaints, information requests and feedback with fairness and efficiency.

The role requires recording via the CRM, investigating complaints, producing reports, and supporting policy development while ensuring compliance with FOI, DP and equality legislation.