Job Details
£26.04 umbrella per hour
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To support the organisation to improve service delivery and apply learning from resident and other stakeholder feedback.
Ensuring effective application of the corporate feedback procedures for complaints, compliments & suggestions, the members’ enquiries arrangements, and Freedom of Information Act (FOI) requests & Environmental Information Regulations (EIR) procedures and seeking resolution to issues raised at the earliest stage of the process.
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| Main Responsibilities |
| 1. To be responsible for managing the processes involving feedback, members enquiries, Stage 2 reviews and learning, and freedom of information enquiries by ensuring that all cases are logged, allocated and tracked efficiently and effectively.
2. Provide best practice advise for colleagues and team members.
3. Support members of staff who have allocated enquiries by providing advice and guidance on the Council’s Corporate and Statutory obligations so that they understand how queries should be dealt with, the correct format for responses and the agreed response times, ensuring quality is maintained and solutions are reached.
4. Liaise as appropriate with responding officers and senior managers over completed cases including those involving vulnerable clients and negotiate the resolution of cases using tact and persuasion.
5. Ensure the database is kept up to date on the Council’s structure and ensure any changes are duly made so that cases are directed to the correct area.
6. Develop knowledge of the legislation underpinning FOI and EIR requests so that responding officers have a knowledgeable point of contact who can advise services of the councils obligations.
7. With minimum supervision advise on FOI exemptions and EIR exceptions.
8. Produce high quality written responses to complaint investigations, briefings, minutes and reports.
9. Produce performance data and trend analysis information as required to improve service delivery across the organisation.
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- Develop a resident focussed approach to continuous service improvement that responds to the needs of residents.
| Generic Responsibilities |
| 1. Understanding, knowledge and ability to follow guidelines that ensures compliance with Health and Safety at Work, Data Protection and other statutory requirements.
2. Understanding and commitment to promoting and implementing the Council’s Equal Opportunities policies. 3. Knowledge and experience of using IT. 4. To undertake any other temporary responsibilities aligned with the overall purpose and grade of the role. |
| Knowledge, Qualifications, Skills and Experience | Essential or Desirable |
| • Good working knowledge of relevant legislation, complaints management and council’s feedback | D |
| • Demonstrable experience of managing own workloads. | D |
| • Awareness of the problems and issues facing the organisation, an understanding of how the Council is organised; and how services are delivered | D |
| • An understanding of the principles of good customer care | E |
| • Sound communication skills, both written and verbal | E |
| • Ability to complete assigned tasks with minimal supervision | D |
| • Ability to challenge practices and standards in a constructive way that will improve the customer experience | D |
| • Knowledge and experience of using IT systems to perform work activities | E |
