Complaints & Enquiries Representative

We are looking for a Complaints and Enquiries officer to be responsible for administering all member enquiries, complaints and FOIs that are received by the Transportation Team.

The role will require that you liaise with Members, senior managers and Corporate Members Support to ensure that all enquiries and complaints are dealt with appropriately and within the required timescales.

The ability to communicate effectively with Members, senior staff and the public is essential, as is the ability to draft and collate responses from a number of service areas.

**Main Duties and Responsibilities**:
- Responsible for the effective day-to-day delivery, review and monitoring of the Directorate’s complaints process. Developing and improving the processes where appropriate and delivering regular training to Senior Managers.
- Prepare and present reports regularly to the Directorate’s Senior Management Team and other senior managers to assist in the evaluation of complaints to improve and manage service delivery across the Directorate, proposing improvements and solutions asappropriate.
- Responsible for monitoring whether responses to complaints and enquiries are provided in accordance with the agreed timescales, proposing solutions, and improvements to procedures and taking appropriate action where timescales are not complied with.
- Responsible for ensuring that enquiries and complaints from members of the public referring to service delivery are dealt with appropriately either verbally or in writing, drafting and collating responses from a number of departments where necessary.
- Liaise with government departments, council departments, other boroughs, external agencies, local groups and residents on a diverse range of enquiries and issues.
- Acting as the contact for both internal and external service enquiries to the Directorate including public callers and those generated from the Council website.
- Responsible for inducting and training staff and managers across the Directorate in the operation of complaints/enquiries and Freedom of Information enquiry procedures.
- Maintain up-to-date knowledge, interpret and provide proactive input and advice to corporate reviews of complaints, enquiries and FOI procedures.
- Prepare reports and briefings to Members and senior management as required based upon a meaningful analysis of data and assessment of related policy implications.
- Maintain a sound knowledge of policy, regulations, central government and regional agency requirements for performance data relating to complaints, enquiries and FOIs.