Complaints Officer

Job Title: Complaint Service Improvement Officer
Location: Birchmere Business Centre, Royal Borough of Greenwich
Contract Type: Temporary (3-month assignment)
Pay Rate: £22 per hour (Inside IR35)
Hours: 35 hours per week (Monday-Friday, 9:00-17:00)
Start Date: 21 July 2025
End Date: 19 October 2025
Closing Date for Applications: Sunday 13 July 2025 at 23:45

Overview:
The Royal Borough of Greenwich is seeking a proactive and organised Complaint Service Improvement Officer to join the Community Services Directorate. This role is ideal for someone with strong experience in complaint handling, statutory requests, and service improvement initiatives.

Key Responsibilities:

• Handle customer complaints, MP/member enquiries, FOIs, EIRs, and data protection requests.

• Lead and support service improvement projects across the Directorate.

• Provide high-level administrative and project support to the Community Services team.

• Analyse and allocate correspondence and enquiries, ensuring compliance with procedures.

• Collate, track, and produce reports on statutory enquiries and customer feedback.

• Research best practices and make recommendations to improve service delivery and processes.

Ideal Candidate Will Have:

• Strong experience handling complaints and statutory information requests (FOI, EIR, DPR).

• Knowledge of relevant legislation and public sector standards.

• Excellent communication, organisational, and analytical skills.

• Proven ability to work independently and within cross-functional teams.

• Experience in local government or public sector environment is desirable.