Complaint Service Improvement Officer

Job Title: Complaint Service Improvement Officer
Location: Birchmere Business Centre, Royal Borough of Greenwich
Rate: £20 per hour
Contract Type: Temporary (Agency Worker)
Working Hours: 35 hours per week (Monday - Friday, 9:00 AM - 5:00 PM)
Contract Duration: 23rd June 2025 - 12th September 2025
IR35 Status: Inside IR35
Application Deadline: Monday, 9th June 2025 at 16:00

We are currently seeking a Complaint Service Improvement Officer to join the Community Services Directorate at the Royal Borough of Greenwich on a short-term project basis.

In this role, you will take ownership of customer complaints, MP and councillor enquiries, statutory and legal information requests (FOIs, EIRs, and DPRs), and support ongoing service improvement projects. This is a varied and dynamic administrative role that plays a crucial part in enhancing service delivery and customer satisfaction across the Directorate.

• Manage and respond to complaints, Member and MP enquiries, FOIs, EIRs, and Data Protection requests.

• Analyse trends and support the development and implementation of service improvement initiatives.

• Produce and update departmental procedures in line with corporate and legislative requirements.

• Support project work and provide general administrative support across the Directorate.

• Liaise with internal teams and senior management (DMT) to ensure timely and appropriate responses.

• Maintain accurate records and reports, ensuring compliance with data handling legislation and council procedures.

• Research best practice and propose process enhancements to improve efficiency and effectiveness.

• Experience handling complex correspondence, complaints, and statutory information requests in a public sector setting.

• Strong analytical and administrative skills with a detail-oriented approach.

• Proven ability to identify opportunities for service improvement and implement change.

• Confident communicator with excellent written and verbal skills.

• Proficient in Microsoft Office and familiar with case management or complaints handling systems.

• Able to work independently and manage competing deadlines effectively.