Data and Research Officer

2 weeks ago

London, Greater London, United Kingdom Voxconsultants Full time

Job Summary

Voxconsultants is seeking a highly skilled Data and Research Officer to join our team. As a key member of our complaints and information management team, you will be responsible for improving our customer's complaints and/or Data and Information request journey by ensuring that each enquiry is reviewed and allocated to the correct pathway for processing.

Key Responsibilities

  1. Receive and triage written and verbal service complaints, notifications, and enquiries whilst conducting thorough and timely comprehensive reviews of incoming material.
  2. Assess complaints and requests for information to support informed decision-making; ensuring those identified as high risk and/or high complexity are prioritised as most urgent.
  3. Utilise statutory provisions to request relevant information necessary to process complaints and prepare complaints documentation to enable the decision maker to make robust decisions within legislated time limits.
  4. Help, and where appropriate make referrals for, individuals making an enquiry with the authority.
  5. Proactively seek to resolve requests at first point of contact to reduce the escalation to full investigation.
  6. Create and maintain accurate complaint and enquiry records using the Council's case management system in accordance with statutory requirements.
  7. Assist in the development and implementation of quality assurance and improvements of processes to ensure best practice in complaints and information management.
  8. Process all requests made under the appropriate and relevant legislation from receipt of request through to disclosure of information, response, or refusal, ensuring correct legislation is applied and adhered to.

Requirements

  1. Experience of maintaining records in a structured and systemic manner.
  2. Experience of monitoring and reviewing all types of customer enquiries in a complex organisation/or local authority.
  3. Proven experience of working effectively with diverse stakeholders and levels within an organisation to understand their needs and achieve objectives, influence, and persuade.
  4. Experience of providing advice, negotiating, and liaising with members of the public, in sometimes challenging circumstances, as well as other professionals and staff.
  5. Experience of case load management, with a focus on quality and timely approaches to deliver within target.

Contract Details

  1. Initial 3 to 6 month ongoing contract with the opportunity to extend.
  2. PAYE via Umbrella.
  3. Monday to Friday 9am to 5pm.

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