Complaints and Foi Officer

We are looking for an enthusiastic and customer focused person to join our Complaints and Freedom of Information (FOI) team. Ideally you will have experience of handling complaints and a good understanding of local government services is desirable as the main focus of this post will be on helping manage an increased demand in complaints.

Working right across the Council this is very varied and interesting role. It is however fast-paced and requires a good temperament to deal with some challenging customers and to calmly manage large work queues maintaining quality whilst working to tight deadlines.

The ability to build rapport with departmental managers is vital as is an ability to quickly interpret correspondence and enquiries to ascertain key issues and desired outcomes. You will need to be confident in explaining Council policies and decisions and influencing others where responses are missing information or need further refinement.

You will be dealing with staff at all levels at the Council, relevant statutory bodies and the public. You will be expected to exercise judgement and have autonomy in managing your cases successfully but will be supported at all times with clear escalation pathways for complaints and the opportunities to learn about the varied functions of the Council.

**ESSENTIAL REQUIREMENTS**:

- Good Customer Service Skills
- Well-developed communications skills, including the ability to compose plain English responses
- Able to prioritise and manage own workload
- Maintaining and managing information in key systems in accordance with expected standards
- Experience of working collaboratively across teams

Please see the Job Description / Person Specification which are attached further down on this page.

For informal enquires please contact Simon Parsons,
**Tel**: 0116 3056422,

**We particularly welcome applicants from black, minority, ethnic (BME) communities, disabled people and lesbian, gay, bisexual and trans (LGBT) communities, as they are currently under represented within our workforce.**

**For further information about working for Leicestershire County Council, please click**
**here**
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