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- Tasks: Manage complaints and information requests while ensuring efficient and empathetic communication.
- Company: Join a dynamic team focused on service improvement and customer satisfaction.
- Benefits: Enjoy hybrid working, competitive pay, and a supportive work environment.
- Why this job: Make a real impact by improving services and helping others through effective complaint handling.
- Qualifications: Knowledge of data protection laws and experience in customer service are essential.
- Other info: Apply early as interviews will be conducted on a rolling basis.
Job Description
Complaints and Information Officer\\n\\n📍 Location: Hybrid 2 days a week in Colindale – NW9\\n 💷 Pay Rate: £19 – £20 per hour\\n 📅 Contract Type: 2 months temporary\\n 💼 Reporting to: Complaints and Information Manager\\n\\nAre you passionate about delivering excellent customer service and driving service improvement? Do you have experience handling complex enquiries and a strong understanding of information governance?\\n\\nOur client is seeking a proactive and detail-oriented Complaints and Information Officer to join our dynamic team. This is a key role in ensuring our complaints and information handling processes are efficient, empathetic, and compliant.\\n\\nKey Responsibilities\\n\\nAs a Complaints and Information Officer, you will:\\n\\nCoordinate and manage responses to Freedom of Information (FOI) Requests, Subject Access Requests (SARs), and other statutory information requests.\\nInvestigate and respond to complaints, Members' Enquiries, Ombudsman enquiries, and petitions.\\nEnsure all enquiries are logged, tracked, and responded to within statutory deadlines.\\nProvide clear, respectful, and empathetic communication to complainants and stakeholders.\\nSupport service improvement by analysing complaint trends and contributing to root cause analysis.\\nDeliver training and raise awareness of complaints handling across the organisation.\\nCollaborate with internal teams and external partners to resolve issues and improve service delivery.
\\n\\nWhat We're Looking For\\n\\nKnowledge of legislation relevant to FOIs, SARs, and data protection (e.g., UK GDPR, Data Protection Act) – Essential\\nExperience in a customer service or complaints handling role.\\nStrong written and verbal communication skills.\\nAbility to manage competing priorities and work collaboratively.\\nA commitment to continuous improvement and learning from feedback. \\n\\nIf you have the suitable skills and experience please apply today!\\n\\nPlease be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.\\n\\nTate is acting as an Employment Business in relation to this vacancy.\\n\\nTate is committed to promoting equal opportunities.
To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application
Complaints and Information Officer employer: Tate
Contact Detail:
Tate Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints and Information Officer
✨Tip Number 1
Familiarise yourself with the key legislation related to Freedom of Information (FOI) and Subject Access Requests (SARs). Understanding these laws will not only help you in interviews but also demonstrate your commitment to compliance and information governance.
✨Tip Number 2
Prepare examples from your past experiences where you've successfully handled complaints or complex enquiries. Highlighting specific situations where you improved service delivery or resolved issues will showcase your problem-solving skills and customer service orientation.
✨Tip Number 3
Research the organisation's approach to complaints handling and service improvement. Being able to discuss their current practices and suggest potential improvements during your interview can set you apart as a proactive candidate who is genuinely interested in the role.
✨Tip Number 4
Practice your communication skills, both verbal and written. Since the role requires clear and empathetic communication, consider role-playing common scenarios you might face as a Complaints and Information Officer to build your confidence and refine your approach.
We think you need these skills to ace Complaints and Information Officer
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Complaints and Information Officer. Highlight your relevant experience in customer service and complaints handling in your application.
Tailor Your CV: Customise your CV to reflect the skills and experiences that align with the job description. Emphasise your knowledge of legislation related to FOIs, SARs, and data protection, as well as your strong communication skills.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for delivering excellent customer service. Use specific examples from your past experiences to demonstrate how you have handled complex enquiries and contributed to service improvement.
Proofread Your Application: Before submitting, carefully proofread your application materials. Ensure there are no spelling or grammatical errors, and that your documents are clear and professional. A polished application reflects your attention to detail.
How to prepare for a job interview at Tate
✨Understand the Legislation
Make sure you have a solid grasp of the relevant legislation, such as UK GDPR and the Data Protection Act. Being able to discuss these laws confidently will show your understanding of the role's requirements.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you successfully handled complaints or complex enquiries. Highlight your ability to communicate empathetically and effectively with customers.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss how you've identified trends in complaints and contributed to service improvements. This will illustrate your proactive approach and commitment to continuous improvement.
✨Practice Clear Communication
Since strong written and verbal communication skills are essential for this role, practice articulating your thoughts clearly. Consider doing mock interviews to refine your responses and ensure you convey your ideas effectively.
