Complaints and Information Officer Harrow, England
Harrow Council
Full Time
Harrow, England
10.56 - 12.04 GBP Today
Job description
Overview:
This role leads on the day to day management and administration of complaints, MP enquiries, member enquiries and statutory information requests (FOI and DPA). The post holder will report to the Complaints Manager who leads on strategic and high risk case management.
The post holder should have a good understanding and working experience of Local Government complaint processes. The role is customer focused and the post holder will be experienced in building good working relationships and with the public.
About you:
Harrow Council is looking to recruit a Complaints and Information Officer (People Services) to join the Complaints and Statutory Information team.
This role leads on the day to day management and administration of complaints, MP enquiries, member enquiries and statutory information requests (FOI and DPA). The post holder will report to the Complaints Manager who leads on strategic and high risk case management.
The post holder will lead on the resolution of complaints and enquiries with guidance from the Complaints Manager where appropriate. The caseload will be varied and the post holder will support directorates with high quality complaint handling and implementing the learning from complaints.
The post holder should have a good understanding and working experience of Local Government complaint processes. The role is customer focused and the post holder will be experienced in building good working relationships and with the public.
The successful candidate will have:
- Demonstrable knowledge of complaints procedures and the knowledge to manage and resolve disputes. A good level of understanding and experience of FOI/DPA is preferable.
- Minimum of 2 years recent experience co-ordinating and resolving complex complaints or leading on complex dispute resolution (such as mediation) as the central part of a role.
- Considerable experience of dealing with the public and experience with senior figures in an organisation, in challenging situations and in a pressurised environment.
- Evidence of ongoing personal and professional development and commitment of continuous improvement.
- Ability to use the Microsoft office suite, emails and databases to an intermediate standard with generally good ability to learn and use new business software products.
- The ability to find solutions to difficult concerns and complaints enquiries on your own initiative.
- Good analytical skills with the ability to interpret an apply legislation.
- Educated to degree level or equivalent or has the equivalent relevant work experience.
For more information, please refer to the Role Profile/Selection Criteria
Harrow Council
www.harrow.gov.uk
Harrow, United Kingdom
Michael Lockwood
$100 to $500 million (USD)
1001 to 5000 Employees
Government
Municipal Agencies
