Complaints and Information Officer

Location Lambeth, Greater London, England
Salary £10 - £12 per hour
Deliver a first class customer-orientated dispute resolution service which provides the customer with a suitable solution and a satisfying experience, by contributing and supporting the delivery of an efficient complaints and information service within Children’s Social Care.

Key areas of responsibility:

1. To provide high quality, efficient and effective advice and services to the Council in line with the complaints procedure and Children’s Services Social Care complaints.

2. Investigate final-stage complaints in line with the council’s Complaints Policy and children's complaints statutory requirements. Presenting complex information in an accessible and readable form. Monitoring the implementation of any decisions or recommendations arising from the complaint

3. Take the lead role in responding to requests for information made under the Freedom of Information Act (2000), Data Protection Act (2018) and Environmental Information Regulations (2004). Providing advice and guidance to service areas on application of the legislation.

4. Take the lead role in responding to enquiries from the Local Government Ombudsman and Independent Housing Ombudsman. Monitoring the implementation of any Ombudsman decisions or recommendations arising from their enquiries.

5. To undertake a portfolio of responsibilities in connection with the effective application of the complaints, Members’ Enquiries and Commented [F1]: Shouldn’t this be something related to CSC? 2 information requests policies in support of the council’s wider aims and objectives.

6. To support the Complaints Manager in ensuring the effective development and implementation of the relevant policies and legislative frameworks governing information requests.

7. Identify improvements to services and changes to policies and procedures as a result of complaints, Members’ Enquiries and information requests, and work with service managers to oversee their implementation, including devising action plans and a monitoring framework;

8. To identify training needs across all departments, and develop and deliver training and presentations on complaints, Members’ Enquiries and information requests to council members, officers, customer forums and other groups, as and when required;

9. Act as a point of contact for anyone with any queries about the procedure for making complaints or submitting an information request, developing professional relationships with relevant stakeholders;