Senior Complaints and Information Co-ordinator

2 weeks ago

London, United Kingdom London Borough of Barking and Dagenham Full time

**About this job**:
This is an exciting opportunity to join Barking and Dagenham Council as a Senior Complaints and Information Co-ordinator, with a strong focus on managing and responding to information requests. Sitting within the Customer Feedback Team, you will be at the forefront of ensuring the Council meets its statutory obligations under the Freedom of Information Act, Environmental Information Regulations, and the Data Protection Act. Your primary responsibility will be to coordinate and process a high volume of information requests, including Freedom of Information (FOI), Environmental Information Requests (EIR), and Subject Access Requests (SAR). You will work closely with service areas across the Council to gather accurate data, ensure timely responses, and uphold the principles of transparency and accountability. This role demands a meticulous approach to information governance, a sound understanding of relevant legislation, and the ability to communicate complex information clearly and professionally. You will also provide guidance to staff on data protection matters and contribute to the continuous improvement of our information handling processes. If you are passionate about public service, have a keen eye for detail, and thrive in a role where accuracy and compliance are key, we would love to hear from you.

**Special requirements for this post**:
This role requires a solid understanding of legislation related to information governance, including the Freedom of Information Act, Environmental Information Regulations, and the Data Protection Act. You’ll need to be confident handling sensitive data, managing multiple requests simultaneously, and communicating clearly with internal teams and external stakeholders. Strong IT skills and attention to detail are essential, along with a commitment to delivering excellent customer service in a fast-paced environment.

**About you**:
You are a proactive and organised individual with a passion for delivering high-quality customer service. You bring experience in managing your own caseload, resolving complex queries, and working collaboratively with colleagues and elected members. Your communication skills—both written and verbal—are exceptional, and you are confident in navigating sensitive issues with professionalism and discretion. You understand the importance of data protection and confidentiality, and you are committed to upholding the principles of equality, diversity, and inclusion in everything you do.

**About us**:
At Barking and Dagenham Council, we are committed to putting our residents first. Our Customer Feedback Team plays a vital role in ensuring that the voices of our community are heard and acted upon. As part of the Strategy Division, we are focused on continuous improvement and delivering services that are fair, accessible, and responsive. We value integrity, accountability, and collaboration, and we are proud to support our employees with opportunities for growth, development, and meaningful impact.

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