Complaints Resolutions Officer FOI, EIR, SAR

Job Title: Complaints Resolutions Officer (FOI, EIR, SAR)

Location: Hounslow - Hybrid working (1 day a fortnight in office)

Hourly rate £18.38 PAYE / £23.77 UMB Per Hour

Contract Length: Temporary assignment till June 2025 (possibility of extension)

Working Pattern: Full Time, Monday - Friday, 36 hours

ASAP Start

Role Overview: As a Customer Relations Officer (ATR), you will play a key role in handling GDPR Subject Access Requests (SAR) for Social Care and Special Education Needs (SEN) services. You will work closely with the Customer Relations Team Lead and Senior Customer Relations Officers to provide exceptional customer care to the residents of Hounslow and the council.

Key Responsibilities:

• Handle GDPR Subject Access Requests within statutory timeframes under GDPR and the Data Protection Act 2018.
• Resolve complaints related to FOI, EIR and SAR
• Provide clarity, advice, and support to applicants, third parties, and staff for external and internal enquiries.
• Support the design, development, and delivery of training related to Subject Access Requests.
• Mentor colleagues and build positive relationships to ensure a quality service for residents.
• Participate in meetings and events to improve communication and service development.
• Assist in logging, progress chasing, coordinating, collating, and analysing information related to complaints, Ombudsman cases, FOI requests, EIR requests, GDPR enquiries, and Member and MP enquiries.
• Respond professionally and sensitively to requests and enquiries, ensuring confidentiality and security of data.
• Identify and improve policies, procedures, and working practices that impact customer service.
• Provide management information, feedback, and reports on customer trends to various audiences.
• Maintain strong links with stakeholders to ensure timely resolutions.
• Ensure that customer care, complaints, FOI requests, and GDPR enquiries materials are up-to-date.

About You:

• You are a role model for our values, creating conditions for success.
• Experience handling complaints, ideally FOI, EIR or SAR.
• Experience working within a Local Authority, NHS or Housing Association
• You have a general awareness of GDPR and the Data Protection Act 2018.
• You understand processes and procedures related to the retention of records for Social Services and SEN services.
• You have knowledge of good practices in handling complaints, customer feedback, FOI, EIR, and GDPR requests.
• You are flexible and able to support the team as needed.
• You have excellent communication skills and can resolve enquiries positively.
• You are self-motivated and able to manage your time effectively.
• You can explain support options clearly to residents.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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