Belmont Recruitment are currently looking for an experienced Complaints Officer to join Bury Council’s Corporate Housing Service on an initial 6 month temporary contract. This is a full-time role working 37 hours per week, Monday to Friday.
Key Duties:
-
Responsible for co-ordinating, quality checking and, where appropriate, drafting responses relating to complaints, FOIs, SARs, , Elected Member and MP enquiries, HOS investigations and enquiries – ensuring a high-quality service is provided and associated robust systems and processes in place.
-
Responsible for complex complaints and gathering information from services, analysed and interpreted so that succinct and factual responses are provided.
-
Develop and maintain up to date knowledge of legislation and procedures relating to Information Governance, FOIs, and SARs, , and ensure that, in the light of any changes, that existing policies, procedures and guidance are reviewed and updated accordingly.
-
To ensure corporate compliance with Information Governance legislation, best practice, policies and procedures, ensuring these are kept up to date.
-
To work with the Housing Services team r and act as an advisor in respect of Information Management, best practice, policies and procedures.
-
Responsible for data collection, performance monitoring and reporting including quarterly performance reports and statutory annual reports – ensuring data is shared with services to inform improvements to service delivery.
-
Reviewing and redaction of documentations, determining what information is exempt from disclosure and releasing that information which can be disclosed. Ensuring that the customer is informed as to why information might be withheld.
-
Support the Complaints and Satisfaction Manager in undertaking internal review of responses to subject access requests and freedom of information requests.
Requirements:
-
Extensive experience of managing complaints, ideally at a Local Authority
-
Experience of handling FOI and Subject Access Requests
-
Excellent customer service and communication skills
-
Ability to prepare reports and complex responses to complaints
If this role would be of interest, please apply with an up to date CV as soon as possible