Public Information & Complaints Specialist

Golearnleicestershire; Glenfield; On-site; GBP 30,000 - 32,000; Full time

Job summary

Leicestershire County Council is seeking a proactive Complaints and Information Officer to manage a diverse caseload of complaints, FOI and EIR requests. You will interpret policies and guidance, coordinate responses, and advise on appropriate routes and exemptions to ensure statutory obligations are met.

The role involves working across all County Council services, with a focus on accuracy, timely delivery, and effective stakeholder engagement to achieve high-quality outcomes for residents.

Qualifications

• NVQ level 3 or demonstrable experience of supporting a Complaints or FOI function and / or working in a customer service information service dealing with the public.
• Experience of FOI / EIR requests and Information Governance.
• Experience managing a high-volume caseload and meeting deadlines with independence.
• Ability to interpret procedures, statutory guidance and relevant legislation.
• Strong analytical skills with evidence-based reasoning and clear written communication.
• Exceptional attention to detail and accurate record keeping and data handling.
• Ability to build relationships and positively influence colleagues and stakeholders.

Responsibilities

• Manage a caseload of complaints, FOI and EIR requests across County Council services.
• Coordinate responses, interpret policies and statutory guidance.
• Advise on complaint routes, FOI exemptions, EIR exceptions and public interest tests.
• Ensure statutory obligations are met and information is accurate and auditable.
• Interact with stakeholders to achieve high-quality outcomes for residents.

Skills

Analytical skills

Problem solving

Attention to detail

Communication skills

Stakeholder management

Education

NVQ level 3 or equivalent experience

Job description

Leicestershire County Council is seeking a proactive Complaints and Information Officer to manage a diverse caseload of complaints, FOI and EIR requests. You will interpret policies and guidance, coordinate responses, and advise on appropriate routes and exemptions to ensure statutory obligations are met.

The role involves working across all County Council services, with a focus on accuracy, timely delivery, and effective stakeholder engagement to achieve high-quality outcomes for residents.