Customer Services & Information Governance

Customer Services & Information Governance Officer

Location: Site BN7 - however full remote working options available.
Contract Type: Temporary (8 months) likely extension
Working Pattern: Full Time - Hybrid working
Hourly Rate: £18.27 per hour PAYE or £23.07 per hour Umbrella - Will consider part time applications.

Are you passionate about delivering exceptional customer service while navigating the complexities of information governance? Our client, a key player in the public sector, is seeking a dedicated Customer Services & Information Governance Officer to join their dynamic team within the Communities, Economy, and Transport department.

About the Role:
As a pivotal member of a small, busy, and approachable customer services team, you will play a vital role in providing information and support to our customers. Your empathetic communication skills will be instrumental in resolving concerns and making a positive impact on people's lives. You will be responsible for coordinating responses to enquiries, corporate complaints, and various information requests, including Freedom of Information and Data Protection Subject Access requests.

In this role, you will provide crucial advice and support to colleagues across the Council regarding Data Protection legislation, working closely with Legal Services and the Information Governance Community. Your expertise will ensure compliance with statutory obligations and contribute to the continuous improvement of the customer experience.

Key Responsibilities:

• Manage a caseload, providing advice on policy, legal, and regulatory issues, while documenting actions and outcomes.
• Support complex enquiries and escalations, offering guidance to clients and team members.
• Maintain up-to-date knowledge of relevant legislation and provide professional advice to internal and external customers.
• Assist in developing local policies and procedures in response to legislative changes.
• Review service provision and recommend improvements to local systems.
• Monitor local budgets, ensuring effective and appropriate use of resources.
• Organise work programmes, allocating tasks effectively within the team.
• Deliver management data and reports to the Senior Management Team.
• Serve as a subject matter expert in specific technical areas, supporting team members and updating local policies as needed.

Person Specification:
Essential Qualifications:

• QCF Level 5 qualification or equivalent experience.
• • local council experience
  • Information Governance experience / knowledge
  • Redaction experience - carrying out redactions on documents in redaction software
  • Database systems experience
  • Customer data maintenance
  • Simple report running
  • Data entry
  • Case management
  • Excel
  • Analysis work - survey results - qualitative and quantitative
  • Complaints experience
  • Telephone calls experience

Key Skills and Experience:

• Excellent communication and interpersonal skills, with the ability to engage tactfully and diplomatically with diverse customers.
• Strong problem-solving and analytical abilities, demonstrating attention to detail and accuracy.
• Proficiency in Microsoft Office, particularly Outlook, Word, and Excel.
• Experience in budget planning and monitoring principles.
• Significant customer service experience, with a strong ethos for service excellence.
• Proven ability to work collaboratively in a team environment while managing conflicting demands.
• Capability to remain calm and effective under pressure.

If you are an enthusiastic individual with a commitment to delivering high-quality customer service and a keen understanding of information governance, we want to hear from you!

How to Apply:
Please submit your CV and a cover letter detailing your relevant experience and skills.

Join us in making a difference in the community! Your expertise could be the key to enhancing our customer service experience.

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

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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