Complaint Service Improvement Officer
2 days ago
**4-month contract position with a local authority***:
**Summary**
- This is a 4-month contract position with a local authority, dedicated to managing customer complaints, member and MP enquiries, and statutory requests such as Freedom of Information (FOI), Environmental Information Requests (EIR), and Data Protection requests (DPRs). The role is vital for ensuring compliance with legislative procedures and improving service delivery within the Directorate.
**Responsibilities**
- Lead and initiate service improvement initiatives within the Directorate.
- Support the Community Services Directorate with project work and administrative tasks.
- Analyse, allocate, administer, and collate all forms of representations, including complaints and enquiries from MPs and members, on behalf of the Directorate and Departmental Management Team (DMT).
- Produce departmental procedures and adhere to corporate procedures.
- Manage the response, collation, analysis, administration, and distribution of records for all FOIs, EIRs, and Data Protection requests.
- Identify and implement service improvements by researching best practices and recommending process changes to managers and the DMT.
**Experience**
- Experience in handling customer complaints, member and MP enquiries.
**Qualification**
- Qualification in a related field is essential.
**Additional Information**
- Working hours: 35 hours per week.
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).
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