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- Tasks: Manage complaints and information requests while ensuring compliance with legislation.
- Company: Join a dynamic team focused on service improvement and customer satisfaction.
- Benefits: Competitive pay, hybrid working model, and opportunities for professional growth.
- Other info: Supportive environment with strong emphasis on teamwork and communication.
- Why this job: Make a real difference by improving services through insightful complaint management.
- Qualifications: Experience in complaints handling and knowledge of relevant legislation required.
The predicted salary is between 30000 - 30000 £ per year.
Pay: £14.83 per hour
Working pattern: Hybrid (initially more office-based for training, then 2-3 days in office)
Purpose
Manage complaints and information requests (FOI/EIR), ensuring compliance with legislation, delivering high-quality responses, and supporting service improvements through complaints insight.
Key Responsibilities
- Handle and coordinate statutory and corporate complaints, ensuring correct procedures are followed
- Manage FOI and EIR requests in line with legal requirements
- Liaise with service areas to gather information and ensure timely, complete responses
- Draft clear, professional responses and support managers in complaint handling
- Provide advice to staff, Members, and the public on complaints and information requests
- Assess, challenge, and elevate cases where needed
- Maintain templates, guidance, and contribute to disclosure logs
- Build strong stakeholder relationships and promote a customer‑focused approach
- Ensure information is handled securely and in line with data protection policies
Requirements
- NVQ Level 3 or relevant experience in complaints, FOI, or customer information services
- Experience handling complaints and information requests, ideally in local government
- Knowledge of key legislation (FOI Act 2000, EIR 2004, Data Protection Act 2018, etc.)
- Strong communication, organisation, and problem‑solving skills
- Ability to work independently, manage workload, and remain calm under pressure
Complaints & Information Officer employer: JT Recruit
Contact Detail:
JT Recruit Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints & Information Officer
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work in local government or have experience with complaints and information requests. A friendly chat can lead to valuable insights and even job leads.
✨Tip Number 2
Prepare for interviews by brushing up on your knowledge of key legislation like the FOI Act and Data Protection Act. We want you to be confident when discussing how you can handle complaints and information requests effectively.
✨Tip Number 3
Showcase your communication skills! During interviews, be ready to share examples of how you've managed complaints or provided advice in previous roles. This will demonstrate your ability to deliver high-quality responses.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Complaints & Information Officer
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight your experience with complaints and information requests. We want to see how your skills align with the key responsibilities listed in the job description.
Showcase Your Communication Skills: Since strong communication is key for this role, use clear and professional language throughout your application. We’re looking for someone who can draft responses just as well as they can handle complaints.
Highlight Relevant Experience: If you’ve got experience in local government or handling FOI/EIR requests, make it shine! We want to know how your background makes you a great fit for managing complaints and ensuring compliance.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get the ball rolling on your journey with StudySmarter.
How to prepare for a job interview at JT Recruit
✨Know Your Legislation
Familiarise yourself with the key legislation mentioned in the job description, like the FOI Act and Data Protection Act. Being able to discuss these laws confidently will show that you understand the legal framework surrounding complaints and information requests.
✨Prepare Real-Life Examples
Think of specific instances where you've successfully handled complaints or information requests. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you demonstrate your experience and problem-solving skills effectively.
✨Practice Clear Communication
Since the role requires drafting clear and professional responses, practice articulating your thoughts clearly. You might even want to write a few mock responses to common complaint scenarios to showcase your writing skills during the interview.
✨Showcase Your Customer Focus
Be ready to discuss how you build strong relationships with stakeholders and promote a customer-focused approach. Think about examples where you've gone above and beyond to ensure customer satisfaction, as this will resonate well with the interviewers.