6 months contract with a local authority

Job Purpose

Manage member enquiries, complaints, and FOIs within the Directorate. Responsibilities include logging and allocating new enquiries, drafting responses in compliance with departmental standards, liaising with colleagues to ensure timely responses, and preparing reports for DMT on outstanding casework.

Key Duties/Accountabilities

Manage all complaints and enquiries received by the Directorate to ensure effective daily delivery of the complaints and enquiries process.
Collate responses from across the directorate and draft responses as necessary.
Provide cover for the Complaints and Enquiries Officer as required.
Liaise with Members, senior managers, and Corporate Members Support staff to administer and respond to all enquiries received in DRES, ensuring deadlines are met.
Handle all Subject Access Requests received by the Directorate, liaising with colleagues to confirm personal data locations, collating and redacting information as necessary to meet required timescales.
Prepare and distribute weekly reports to assist departments in managing their casework volume.

Essential Experience Required

Substantial experience managing member enquiries, complaints, and FOIs.
Experience working with Members, senior management, and the public.
Proficiency in using information technology for efficient information management and data monitoring systems.
Ability to handle complaints, coordinate, and draft responses.

Essential Qualifications Required

Additional Information to Note

The role closes soon, apply ASAP.

Performance Support Officer