Complaint Service Improvement Officer

Overview:
One of my local government clients is seeking a Complaint Service Improvement Officer to support the Community Services Directorate. This role is responsible for managing customer complaints, MP and Member enquiries, statutory requests, and leading service improvement initiatives across the department.

Key Responsibilities:

• Handle all customer complaints, MP enquiries, Member enquiries and statutory enquiries including FOI, EIR and Data Protection requests.

• Lead and initiate service improvement work within the Directorate.

• Support and deliver project work and administrative duties for the Community Services Directorate.

• Analyse, allocate, administer and collate all representations, including Ombudsman cases, for the Directorate and Departmental Management Team.

• Produce departmental procedures and ensure compliance with corporate processes.

• Manage and coordinate FOI, EIR and Data Protection requests, ensuring legislative requirements are met.

• Research best practice and recommend process and service improvements to managers and senior stakeholders.

Requirements:

• Experience in complaints handling within a public sector or regulated environment.

• Strong understanding of FOI, EIR, Data Protection and statutory enquiry processes.

• Excellent written communication, analytical skills and attention to detail.

• Ability to prioritise work, manage caseloads and meet deadlines.

• Strong stakeholder management and ability to work with senior teams.

• Experience implementing service improvements or process changes.

If interested in this role please send your CV to Lee-Jaun at Coyle Personnel Ltd.