Complaints Service Improvement Officer

2 days ago

Greenwich SE, United Kingdom CRA GROUP RECRUITMENT AND PAYROLL LTD Full time £30,000 - £40,000 per year
3 Month Contract With A Local Authority

Role Purpose

The Complaint Service Improvement Officer is responsible for the effective management, coordination and monitoring of all customer complaints, Member and MP enquiries, statutory information requests (including FOI, EIR and Data Protection requests), and Ombudsman investigations relating to the Community Services Directorate. The postholder will lead service improvement activity across the Directorate, ensuring high-quality responses, robust compliance with legislation, and continually improving customer experience.

Key Responsibilities

  • Manage the end-to-end handling of customer complaints, Member and MP enquiries, corporate correspondence and Ombudsman investigations on behalf of the Directorate and Departmental Management Team (DMT).

  • Ensure timely, accurate allocation, tracking, administration and collation of all cases, in line with statutory timescales and corporate procedures.

  • Produce, maintain and promote departmental procedures for complaint resolution and enquiry handling, ensuring alignment with corporate standards.

  • Lead the receipt, analysis, coordination, administration and distribution of all Freedom of Information (FOI), Environmental Information Requests (EIR) and Data Protection requests for the Directorate.

  • Ensure compliance with relevant legislation (FOIA, EIR 2004, UK GDPR and Data Protection Act), internal guidelines, and statutory deadlines.

  • Provide advice and guidance to officers and managers regarding statutory requirements and best practice in information governance.

  • Initiate and lead service improvement activities across the Directorate, identifying opportunities to enhance processes, customer experience and operational performance.

  • Research and evaluate sector best practice, making evidence-based recommendations to managers and DMT for improving services, procedures and systems.

  • Support the development of performance reports, trend analysis and learning logs to inform strategic decision-making.

  • Contribute to, lead or support project activities within the Community Services Directorate, including service transformation, digital improvement and efficiency initiatives.

  • Provide high-quality administrative and organisational support to Directorate-wide programmes and working groups.

  • Ensure accurate maintenance of records, databases and reporting systems in line with corporate standards.

  • Build strong working relationships with managers, officers, external bodies and elected representatives to facilitate efficient and effective case management.

  • Communicate clearly, professionally and sensitively with customers, Members, MPs and Ombudsman services.

  • Promote a culture of learning from complaints and encourage continuous improvement across the Directorate.

Requirements

  • Strong understanding of complaint handling, information governance and statutory correspondence management (FOI, EIR, UK GDPR).

  • Ability to interpret and apply complex legislation, policies and corporate procedures.

  • Excellent organisational, analytical and problem-solving skills.

  • Experience in service improvement, process redesign or performance monitoring.

  • Strong communication and stakeholder engagement skills.

  • High level of accuracy, attention to detail and ability to work to tight deadlines.

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