Job Title: Complaints and Information Governance Officer
Hourly Rate: £27 per hour (Paid via Umbrella)
Location: Flexible working arrangements - to be discussed at interview
Employer: London Borough of Islington
About the Role
The Complaints and Information Governance Officer will play a crucial role in managing and resolving complaints and member enquiries for the Homes and Neighbourhoods department. In addition, you will ensure compliance with information governance policies, such as GDPR, and help improve the overall service quality delivered to residents and stakeholders. This is an excellent opportunity for someone passionate about customer service and regulatory compliance, seeking a flexible role within local government.
Key Responsibilities:
Manage Complaints & Member Enquiries: Take ownership of a caseload of complaints and member enquiries, ensuring that all responses are timely, thorough, and in line with corporate procedures.
Investigate and Resolve Issues: Investigate complaints to determine appropriate outcomes, ensuring early resolution and minimising escalation.
Ensure Compliance: Ensure all information relating to complaints and enquiries complies with GDPR and relevant information governance regulations.
Improve Service Delivery: Identify areas for improvement, holding services accountable for service failures and ensuring positive changes are implemented.
Customer-Focused Response: Act as the first point of contact for customers, providing clear, professional, and empathetic responses.
Accurate Record Keeping: Maintain accurate records of all complaints, member enquiries, and related documentation, ensuring they are filed and stored in accordance with corporate guidelines.
Cross-Departmental Coordination: Lead and coordinate complaints and member enquiries that involve multiple departments, ensuring smooth communication and resolution.
About You:
We are looking for someone who is customer-focused, with a solid understanding of complaints management and information governance. You should be detail-oriented and able to handle sensitive matters with discretion. The ideal candidate will have:
Experience: Proven experience in managing complaints or customer enquiries, ideally within a local government or public sector environment.
Knowledge: Strong understanding of GDPR, data protection regulations, and information governance principles.
Communication Skills: Excellent written and verbal communication skills, with the ability to articulate complex issues clearly and professionally.
Problem-Solving Ability: A proactive approach to resolving issues and addressing service failures.
Organisation: Strong organisational skills with the ability to manage multiple priorities and deadlines.
Customer-Focused: A commitment to providing exceptional service and ensuring customer satisfaction
