Complaint Service Improvement Officer

Complaint Service Improvement Officer

Responsible for the handling of customer complaints, member and MP enquiries, statutory enquiries, including Freedom of Information (FOI), Environmental Information Requests (EIR) and Data Protection requests (DPRs).

Lead and initiate the Directorate’s service improvement work and identifying improvements in service.

Run or support the Community Services Directorate with project work and administrative tasks.

Responsible for the analysis, allocation, administration and collation of all representations in the form of complaints, correspondence, MP and Member enquiries including Ombudsman enquiries, on behalf of the Directorate and Departmental Management Team (DMT). Responsible for producing the departmental procedures and working to corporate procedures.

Have the responsibility on behalf of the Directorate and DMT; for response and collation, analysing, administering and distribution of records all FOIs, EIR and Data Protection requests according to legislative procedures and corporate guidelines.

Identify and implement service improvements; researching best practice and make recommendations to managers and DMT to change processes and procedures