3-Month Contract with a Local Authority

Summary

The Senior Feedback & Resolutions Officer is tasked with managing Stage 2 complaint reviews, Members’ enquiries, FOI internal reviews, and Ombudsman enquiries. This role is crucial for ensuring that feedback, complaints, compliments, suggestions, and information requests are handled efficiently and professionally, adhering to corporate and statutory procedures. The officer plays a vital role in enhancing service delivery by analysing trends, supporting organizational learning, and advising staff on best practices in complaint resolution and FOI compliance. Additionally, they serve as an escalation point for complex or sensitive cases, providing high-quality written findings and recommendations to senior management.

Responsibilities

Manage the entire process for complaints, Members’ enquiries, Stage 2 reviews, and learning actions, ensuring timely logging, tracking, and allocation.
Conduct independent Stage 2 reviews and FOI internal reviews in line with statutory timescales and internal procedures.
Handle Local Government Ombudsman, Housing Ombudsman, and ICO enquiries, ensuring all investigations are managed appropriately.
Maintain up-to-date database information, service contacts, and structural details for accurate case routing.

Requirements

Strong working knowledge of complaints management, FOI/EIR procedures, and relevant legislation.
Ability to independently manage workloads, prioritise effectively, and meet deadlines.
Strong understanding of good customer care principles.

Essential Qualifications Required

Experience in complaints handling, FOI casework, or similar governance/customer-resolution roles.
Recommended optional qualifications (not required but beneficial): Training in complaints handling, FOI/EIR legislation, customer service, or public sector governance.

Additional Information

The role closes soon, apply ASAP.

Senior Feedback Resolutions Officer