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Complaints & Information Officer

Job Posted: 24 days ago

Salary: £ 14.83 - 14.83 / Hour
Job Type: Temporary
Location: Glenfield, Leicestershire

Expire in: 3 days

Job Description

Complaints & Information Officer (Temporary)
Pay: £14.83 per hour
Working pattern: Hybrid (initially more office-based for training, then 2–3 days in office)

Purpose:
Manage complaints and information requests (FOI/EIR), ensuring compliance with legislation, delivering high-quality responses, and supporting service improvements through complaints insight.

Key Responsibilities:

  * Handle and coordinate statutory and corporate complaints, ensuring correct procedures are followed

  * Manage FOI and EIR requests in line with legal requirements

  * Liaise with service areas to gather information and ensure timely, complete responses

  * Draft clear, professional responses and support managers in complaint handling

  * Provide advice to staff, Members, and the public on complaints and information requests

  * Assess, challenge, and escalate cases where needed

  * Maintain templates, guidance, and contribute to disclosure logs

  * Build strong stakeholder relationships and promote a customer-focused approach

  * Ensure information is handled securely and in line with data protection policies

Requirements:

  * NVQ Level 3 or relevant experience in complaints, FOI, or customer information services

  * Experience handling complaints and information requests, ideally in local government

  * Knowledge of key legislation (FOI Act 2000, EIR 2004, Data Protection Act 2018, etc.)

  * Strong communication, organisation, and problem-solving skills

  * Ability to work independently, manage workload, and remain calm under pressure

Before You Apply

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Bank details.
National Insurance number.
Date of birth.

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