Complaints & Information Officer (Temporary)
Pay: £14.83 per hour
Working pattern: Hybrid (initially more office-based for training, then 2-3 days in office)

Purpose:
Manage complaints and information requests (FOI/EIR), ensuring compliance with legislation, delivering high-quality responses, and supporting service improvements through complaints insight.

Key Responsibilities:

* Handle and coordinate statutory and corporate complaints, ensuring correct procedures are followed

* Manage FOI and EIR requests in line with legal requirements

* Liaise with service areas to gather information and ensure timely, complete responses

* Draft clear, professional responses and support managers in complaint handling

* Provide advice to staff, Members, and the public on complaints and information requests

* Assess, challenge, and escalate cases where needed

* Maintain templates, guidance, and contribute to disclosure logs

* Build strong stakeholder relationships and promote a customer-focused approach

* Ensure information is handled securely and in line with data protection policies

Requirements:

* NVQ Level 3 or relevant experience in complaints, FOI, or customer information services

* Experience handling complaints and information requests, ideally in local government

* Knowledge of key legislation (FOI Act 2000, EIR 2004, Data Protection Act 2018, etc.)

* Strong communication, organisation, and problem-solving skills

* Ability to work independently, manage workload, and remain calm under pressure