Feedback and Resolutions Officer

4 days ago

Tottenham, Greater London, United Kingdom CRA GROUP RECRUITMENT AND PAYROLL LTD Full time £104,000 - £128,000 per year

2-3 month contract with a local authority

Summary

  • This is a 2-3 month contract with a local authority aimed at enhancing service delivery through effective management of feedback and compliance with corporate procedures. The role is crucial in ensuring that complaints, compliments, suggestions, members' enquiries, and requests under the Freedom of Information Act (FOI) and Environmental Information Regulations (EIR) are handled efficiently, with resolutions sought at the earliest possible stage.

Responsibilities

  • Manage processes involving feedback, members' enquiries, Stage 2 reviews, and FOI enquiries by ensuring all cases are logged, allocated, and tracked effectively.
  • Provide best practice advice to colleagues and team members.
  • Support staff with allocated enquiries by offering guidance on the Council's Corporate and Statutory obligations, ensuring quality responses and timely solutions.
  • Liaise with responding officers and senior managers on completed cases, including those involving vulnerable clients, to negotiate resolutions using tact and persuasion.
  • Maintain and update the database on the Council's structure to ensure cases are directed correctly.
  • Develop knowledge of legislation underpinning FOI and EIR requests to serve as a knowledgeable point of contact for advising services on council obligations.

Essential Experience Required

  • Good working knowledge of government legislation and requirements impacting LEP work, particularly in Data Protection, Freedom of Information, and Information Security.
  • Sound working knowledge of the Regulatory Investigatory Powers Act, Freedom of Information Act, Data Protection Act, and Human Rights Act.

Essential Qualifications Required

  • Knowledge and understanding of the Data Protection Act and the Freedom of Information Act.
  • Experience using IT systems to perform work activities.

Additional Information

  • Working hours: 36 hours per week
  • The role closes soon, apply ASAP.

Ensuring effective application of the corporate feedback procedures for complaints, compliments & suggestions, the members' enquiries arrangements, and Freedom of Information Act (FOI) requests & Environmental Information Regulations (EIR) procedures and seeking resolution to issues raised at the earliest stage of the process

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