At a Glance
- Tasks: Investigate and resolve complex complaints while supporting customer queries.
- Company: Join South Gloucestershire Council, a forward-thinking team making a real difference.
- Benefits: Enjoy generous annual leave, wellbeing support, and staff discounts.
- Other info: Flexible hybrid role with 14.8 hours per week and opportunities for growth.
- Why this job: Be part of a team that values work/life balance and invests in your career.
- Qualifications: 3 GCSEs or relevant experience; customer-facing skills are essential.
The predicted salary is between 1300 - 1800 £ per month.
As a Complaints and Freedom of Information (FOI) Support Officer, you will be working as part of the team responsible for the council’s corporate feedback procedure. You will investigate, provide advice and offer resolutions on a range of complex complaints.
It will be your responsibility to contribute to the effective administration of customer feedback and requests for information under the Freedom of Information Act 2000, as well as subject access requests and security incident reports.
To ensure the efficient delivery of your assigned tasks, it will be key for you to understand and act in accordance with procedures such as corporate compliments and complaints procedure, the customer charter and the Freedom of Information Act. You will support customer queries and assist in accessing services, ensuring that clear information and guidance is provided.
Due to the nature of the role, you will have to prioritise competing tasks to ensure that the workload is managed effectively, deadlines are met and that the team requirements are accommodated.
What we need from you:
- We require you to have 3 GCSE’s (grades C or above) or relevant experience in a similar service area.
- It is essential that you have knowledge of relevant procedures and an understanding of regulations, codes of practice and GDPR legislation.
- You will have the ability to work on your own initiative to resolve problems independently, seeking guidance where necessary.
- You will have experience in a customer-facing role.
What you need to know:
- This is a permanent, part-time role working 14.8 hours per week. Your salary is pro-rata to hours worked.
- This role is hybrid but working almost fully remote, with quarterly team meetings and ad-hoc days at our office in Yate.
How a career at South Gloucestershire Council is different:
- As part of our benefits package, you will receive generous annual leave (pro rata), employee wellbeing support and you will have access to a range of staff discounts, including eye tests, travel, shopping and leisure activities.
- We recognise that our diverse team of skilled and dedicated people make us a great place to work. We welcome applications from everyone and ensure that individuals are selected, promoted and developed on the basis of their merits and abilities.
- We know our team work best when they have balance in their lives, and we offer genuine flexibility to help them achieve that work/life balance.
- We value our staff as individuals, investing in their careers and we are recognised for the quality, breadth and depth of our training and development offer, which helps make the greatest long-term difference in work.
Our teams at South Gloucestershire Council are making a real difference to the lives of people who live, work and learn here. We’re providing essential services across our internal network to ensure we can fully support our community. We’re positive and forward thinking, always looking for new and innovative ways of working and we’re ambitious about the future.
We’ve achieved a great deal, but we need talented and dedicated people to ensure we continue to make a difference. We’re making a difference, be part of it!
Complaints and FOI Support Officer - Yate employer: South Gloucestershire Council
South Gloucestershire Council is an excellent employer that prioritises employee wellbeing and work-life balance, offering generous annual leave and a flexible working environment. With a strong commitment to training and development, employees are empowered to grow their careers while making a meaningful impact in the community. The hybrid work model allows for remote flexibility, complemented by team collaboration during quarterly meetings, fostering a supportive and innovative work culture.
Contact Details:
South Gloucestershire Council Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Complaints and FOI Support Officer - Yate
✨Tip Number 1
Get to know the company inside out! Research South Gloucestershire Council and understand their values, mission, and the specific challenges they face. This will help you tailor your approach during interviews and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your problem-solving skills! Since the role involves resolving complex complaints, think of examples from your past experiences where you've successfully handled difficult situations. Be ready to share these stories during your interview to demonstrate your capability.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn to gain insights about the team and the work culture. They might even provide tips on what the interviewers are looking for, giving you an edge over other candidates.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and serious about joining the team at South Gloucestershire Council.
We think you need these skills to ace Complaints and FOI Support Officer - Yate
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the role of Complaints and FOI Support Officer. Use keywords from the job description to show that you understand what we’re looking for.
Showcase Your Customer Service Skills:Since this role involves a lot of customer interaction, don’t forget to emphasise your experience in customer-facing roles. Share specific examples of how you've resolved complaints or provided excellent service in the past.
Demonstrate Your Knowledge:We want to see that you have a solid understanding of relevant procedures and regulations, like the Freedom of Information Act and GDPR. Mention any relevant training or experience that showcases your knowledge in these areas.
Keep It Clear and Concise:When writing your application, clarity is key! Make sure your points are easy to read and straight to the point. We appreciate well-structured applications that get to the heart of your qualifications without unnecessary fluff.
How to prepare for a job interview at South Gloucestershire Council
✨Know Your Stuff
Make sure you brush up on the Freedom of Information Act and the corporate complaints procedure. Understanding these regulations will show that you're serious about the role and can handle the complexities of customer feedback.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully resolved customer complaints or queries. This will demonstrate your ability to work independently and provide effective solutions, which is crucial for this position.
✨Prioritisation is Key
Think about how you would manage competing tasks in a busy environment. Be ready to discuss strategies you’ve used in the past to meet deadlines while ensuring quality service. This will highlight your organisational skills.
✨Be Yourself
Don’t forget to let your personality shine through! The council values diversity and individuality, so be genuine in your responses. Show them how your unique perspective can contribute to their positive and forward-thinking team.
