Service Improvement Officer

To be responsible for

Responsible for the handling of customer complaints, member and MP enquiries, statutory enquiries, including Freedom of Information (FOI), Environmental Information Requests (EIR) and Data Protection requests (DPRs).

Lead and initiate the Directorate’s service improvement work and identifying improvements in service.

Run or support the Housing and Safer Communities Directorate with project work and administrative tasks. Jointly manages the Service Improvement Assistant.

To be responsible for:
i) Responsible for the handling of customer complaints, member and MP enquiries, statutory enquiries, including Freedom of Information (FOI), Environmental Information Requests (EIR) and Data Protection requests (DPRs).

ii) Lead and initiate the Directorate’s service improvement work and identifying improvements in service.

iii) Run or support the Housing and Safer Communities Directorate with project work and administrative tasks.

Jointly manages the Service Improvement Assistant.

**Main Duties**:
1) Responsible for the analysis, allocation, administration and collation of all representations in the form of complaints, correspondence, MP and Member enquiries including Ombudsman enquiries, on behalf of the Directorate and Departmental Management Team(DMT). Responsible for producing the departmental procedures and working to corporate procedures.

2) Have the responsibility on behalf of the Directorate and DMT; for response and collation, analysing, administering and distribution of records all FOIs, EIR and Data Protection requests according to legislative procedures and corporate guidelines.

3) Identify and implement service improvements; researching best practice and make recommendations to managers and DMT to change processes and procedures.

4) Monitor all types of the Directorate’s casework to ensure all their responses are sent on time and alert DMT and managers of issues with casework or timescales that could bring the Council or the Directorate into disrepute.

5) Notify relevant DMT members, managers or staff of urgent and complex complaints or enquiries and assist them in investigating, producing, co-ordinating or refining response, as appropriate, maintaining a high level of service. Make suggestions for resolutions to the relevant Head of Service if it falls outside of current policies and procedures.

6) Be the Directorate’s lead on the Corporate caseworking system (Covalent/or other) and have responsibility for producing the directorate’s logging processes and procedures.

7) Run monthly the directorate’s Service Improvement Group, setting the agenda, producing all paperwork and identify areas of service improvement and work with teams to implement the changes.

8) Responsible for reviewing the procedures and administrative processes in relation to complaints in line with current legislation and guidance, developing, creating or updating policies and systems including those which encourage and facilitate users to express their views; recording these accurately and consistently.

9) Produce, analyse, prepare, collate and interpret data; to either produce reports and accessible information, reporting to the Policy and Performance Manager; either for use in communications with the public or to support the planning and decision-making made by the Departmental Management Team and the Director.

**Job Types**: Full-time, Temp to perm
Contract length: 8 months

**Salary**: From £14.88 per hour

**Benefits**:

- Company pension

Ability to commute/relocate:

- London, SE18: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (required)

**Experience**:

- Customer service (required)
- Administrative experience (required)
- Service Improvement Officer (required)
- public sector (required)

**Language**:

- English (required)

Work Location: In person

Reference ID: msi951310