Resolution and Response Team Officer

10 hours ago

Hornchurch, United Kingdom Spencer Clarke Group Remote Work Freelance Full time

Spencer Clarke Group are seeking a Resolution and Response Team Officer for a Local Authority Client based in East London.

In this role, you will manage and resolve customer complaints, Member enquiries, and information requests, ensuring high-quality, timely responses while adhering to relevant legislation and promoting continuous service improvement.

About the role:

You will be tasked with delivering key strategic objectives:

  • Handle cases, including statutory complaints, Ombudsman enquiries, Member enquiries, Freedom of Information (FOI), and Data Protection Act requests.
  • Manage complex, multi-channel communications from customers, ensuring the most appropriate solutions are found.
  • Process Freedom of Information (FOI), Data Protection Act (DPA), and Environmental Information Regulations (EIR) requests, ensuring compliance with relevant legislation.
  • Maintain accurate records, monitor case progress, and contribute to quality assurance initiatives across the department.

About you:

The successful candidate will have the following skills / experience:

  • Experience handling Freedom of Information (FOI), Data Protection (DPA), and Environmental Information Regulations (EIR) requests.
  • Experience managing corporate and statutory complaints, Member, and Ombudsman enquiries.
  • Experience investigating and resolving customer complaints within a structured framework in a complex organisation, preferably in a local authority.
  • Experience successfully communicating complex or sensitive issues with members of the public and internal stakeholders, both orally and in writing.

What's on offer

Salary: £17+ph

*may negotiate higher for exceptional candidates, based on experience*

Contract type: 3-6, months minimum, with a high likelihood of extension

Hours: Monday to Friday, 36 hours per week

How to apply

  • Once your CV is received, if you are successful, you will be contacted.
  • Due to the extremely high number of applications, it may not be possible to contact every applicant. As such, if you are not contacted, please assume you have not been successful on this occasion.
  • For any further questions, please contact Taylor Kirkham on .

INDSCG3

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