i. To be responsible for dealing effectively with the corporate complaints, school complaints, statutory social care complaints, Ombudsman and Information Commissioner’s Office enquiries, Freedom of Information and Data Protection Act enquiries, and Member’s Enquiries to the Directorate of Children’s Services.

ii. To work as part of a team delivering high quality services across the remit of the service having lead responsibility for one or two of the following areas as designated by the Head of Service i.e. (i) Complaints (ii) Freedom of Information; (iii) Data Protection (iv) Member’s Enquiries.

iii. To develop and maintain good relations with service areas and partner agencies

iv. To maintain a good working knowledge of the legislation, policies and protocols relevant to the work of the service e.g. Information governance and complaints procedures relevant to Children’s Services.

v. To provide an excellent and professional standard of service to all stakeholders, including provision of advice and guidance.

Experience Complaints & Information Governance Officer

Complaints & Information Governance Officer Experience of working in at least one of the following specialist areas:

Complaints & Information Governance Officer

Experience of successfully dealing with colleagues and the public, including communicating difficult issues effectively both orally and in writing.

Experience of working with computer-based systems, in particular Microsoft Excel, e-mail and scanning facilities.

Experience of project management and/or research work and relevant techniques.

Experience of facilitating complaint resolution meetings.

Experience in writing reports.

Experience of undertaking complex investigations.

standard or equivalent work-related experience in a customer care, complaints, business administration or information governance area.

Excellent working knowledge of the Complaints procedures applicable to Children’s Services, Schools, Freedom of Information Act, Data Protection Act, and information sharing legislation.

Demonstrable understanding of the application of confidentiality principles to the area of work.

Knowledge of records management and retrieval systems and record keeping protocols.

Knowledge of complaints processes including mechanisms for resolving complaints informally and the use of Alternative Dispute Resolution mechanism.