Full job descriptionPurpose of Job: Complaint Service Improvement Officer


To be responsible to the Senior Complaints Officer for: Complaint Service Improvement Officer


*Responsible for the handling of customer complaints, member and MP enquiries, statutory enquiries, including Freedom of Information (FOI), Environmental Information Requests (EIR) and Data Protection requests (DPRs).
*Lead and initiate the Directorate’s service improvement work and identifying improvements in service.
*Run or support the Community Services Directorate with project work and administrative tasks.


Jointly manages the Service Improvement Assistant. Complaint Service Improvement Officer




Main Duties: Complaint Service Improvement Officer


1) Responsible for the analysis, allocation, administration and collation of all representations in the form of complaints, correspondence, MP and Member enquiries including Ombudsman enquiries, on behalf of the Directorate and Departmental Management Team (DMT). Responsible for producing the departmental procedures and working to corporate procedures.


2) Have the responsibility on behalf of the Directorate and DMT; for response and collation, analysing, administering and distribution of records all FOIs, EIR and Data Protection requests according to legislative procedures and corporate guidelines.


3) Identify and implement service improvements; researching best practice and make recommendations to managers and DMT to change processes and procedures.




4) Monitor all types of the Directorate’s casework to ensure all their responses are sent on time and alert DMT and managers of issues with casework or timescales that could bring the Council or the Directorate into disrepute.


5) Notify relevant DMT members, managers or staff of urgent and complex complaints or enquiries and assist them in investigating, producing, co-ordinating or refining response, as appropriate, maintaining a high level of service. Make suggestions for resolutions to the relevant Head of Service if it falls outside of current policies and procedures.


6) Be the Directorate’s lead on the Corporate case working system (Dynamics/or other) and have responsibility for producing the directorate’s logging processes and procedures.


7) Run monthly Repairs and Investment Complaint’s teams meetings Setting the agenda, producing all paperwork and identify areas of service improvement and work with teams to implement the changes.


8) Responsible for reviewing the procedures and administrative processes in relation to complaints in line with current legislation and guidance, developing, creating or updating policies and systems; including those which encourage and facilitate users to express their views; recording these accurately and consistently.