Complaint Service Improvement Officer
Complaint Service Improvement Officer
Posted on :
03-06-2025
Employer Active
1 Vacancy
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Job Description
2-3 months contract with a Local Authority
Job Summary:
This role is responsible for managing and responding to all customer complaints statutory and elected representative enquiries and information requests within the Directorate.
The postholder will lead on service improvement initiatives coordinate directorate-wide responses and manage associated project and administrative work.
A key aspect of the role includes supervising a Service Improvement Assistant and ensuring high standards in customer care data handling and service delivery.
Key Duties/Accountabilities (Sample):
Manage and administer customer complaints MP/member enquiries and statutory requests (including FOI EIR and data protection).
Analyse log and allocate casework ensuring timely and accurate responses in line with legislation and corporate policies.
Identify and implement service improvements developing policies systems and procedures to support ongoing performance enhancement.
Coordinate monthly complaints meetings produce reports and support planning through data analysis and interpretation.
Oversee the use of the case management system and maintain accurate records across corporate platforms.
Lead on tenant satisfaction initiatives ensuring effective resident engagement and feedback collection.
Develop and deliver training packages to residents and support wider community consultation initiatives.
Supervise the Service Improvement Assistant and ensure team outputs support a positive organisational reputation.
Represent the Directorate at benchmarking events and contribute to projects that support best practice in complaints handling.
Ensure compliance with equality legislation and promote an inclusive customer-focused service environment.
Support IT-enabled publishing of performance data across a range of platforms and formats.
Skills/Experience:
Proven experience in handling complaints and statutory enquiries in a complex organisation.
Strong understanding of relevant legislation (FOI EIR GDPR/Data Protection).
Ability to analyse data and identify trends for service improvement.
Experience managing or supervising staff.
Skilled in stakeholder communication and producing high-quality written reports.
Proficient in using corporate IT systems and platforms (e.g. Microsoft Office Dynamics).
Knowledge of service improvement methodologies and best practice benchmarking.
Excellent organisational skills and ability to manage competing priorities.
Additional Information:
The closing date: 09/06/2025 @16:00.
Proven experience in handling complaints and statutory enquiries in a complex organisation. Strong understanding of relevant legislation (FOI, EIR, GDPR/Data Protection). Ability to analyse data and identify trends for service improvement. Experience managing or supervising staff. Skilled in stakeholder communication and producing high-quality written reports. Proficient in using corporate IT systems and platforms (e.g., Microsoft Office, Dynamics). Knowledge of service improvement methodologies and best practice benchmarking. Excellent organisational skills and ability to manage competing priorities.
Employment Type
Full Time
Key Skills
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