Complaints Coordinator/Officer

Positive Employment is currently recruiting for a Complaints Coordinator for our client a local government organisation in Enfield, London.

The successful candidate will work as part of a team to co-ordinate non-statutory complaints, access to records, members enquiries and Freedom of Information requests as appropriate.

Ensure the effective logging, processing and timeliness of requests to ensure compliance with legal timescales, allocating accurately to the correct service area and chasing responses.

This role is a 3 month initial contract with the expectation to 6 months. The role will be conducted via hybrid working.

Duties and Responsibilities but not limited to:

• Quality assure the draft responses provided by services and/or draft responses with the agreement of the service area with the discretion to decide on the issuing of responses.
• Co-ordinate cross-organisational requests to ensure a joint response is given.
• Ensure the effective logging, allocation, processing and timeliness of requests and responses in compliance with legal timescales, chasing services and external bodies/people as appropriate and working effectively with Director’s offices, Business Managers, PA network, business support and operational service managers as appropriate.
• Quality assure the draft responses provided by services and/or draft responses with the agreement of the service area with the discretion to decide on whether to issue a response.
• Ensure organisational learning is captured from complaints and feeding back to services as appropriate.
• Provide technical advice to services on compliance with the Freedom of Information Act and the Data Protection Act and work with the Data team to proactively publish frequently asked data sets.
• Monitor the performance against targets for the complaints functions and the duties it is responsible for.

Personal Requirements:

• A strong customer service and community focus with experience of working in a customer facing environment.
• Some experience of undertaking complaints processes and/or access to information requests.
• Good written and verbal communication and influencing skills with the ability to build relationships, negotiate and communicate complex topics in a clear manner to colleagues, customers, and elected Members.
• Some knowledge of the legislative framework for dealing with complaints and access to information requests.
• Some knowledge of relevant guidance, policies and procedures relating to council policies and the areas of the responsibility.

Working Hours: 35hrs / 9:00am - 17:30pm / Monday to Friday

Pay:£22.99 per hr

Please note this role is within the scope of IR35.