Resolution and Response Team Officer

Role Purpose 
The Resolution and Response Officer is responsible for improving the effectiveness and quality of customer responses and are accountable for providing high quality and efficient customer responses, that reduce the risk of escalation to further stages understanding when to escalate issues to alternative teams.



Responsibilities 

• To be responsible for dealing effectively with corporate and statutory complaints, Members and Ombudsman enquiries and support the provision of high quality and timely reports for senior officers and Councillors.
• Sensitively handle multi-channel contact from complainants and identify the most appropriate way to resolve enquiries. This will involve challenging telephone conversations and the skills to robustly set out the Council’s position and remain calm under pressure.
• Handling of requests made under the Freedom of Information Act, Environmental Information Regulations, Re-Use of Public Sector Information Regulations 2015, Data Protection Act 2018 & General Data Protection Regulation from receipt of request through to disclosure or refusal of the information, ensuring correct legislation is applied to each request.
• Develop a wide knowledge of services provided by the Council to be able to determine which service area(s) hold the information needed to respond to complaints and enquiries.
• Work with the wider team to build and maintain appropriate response templates and guidance notes for common scenarios, to support managers across the organisation.
• Providing the right advice and guidance to queries from the public, colleagues, and Members in relation to complaints and to carry out initial assessments of whether information requested is already available or likely to be held by the Council.
• To have a structured, objective, and transparent approach to how you make decisions, being able to assess situations and understand risk.

Requirements 

• Experience of working in several of the following areas:
  • FOI, DPA, EIR.
  • Corporate complaints.
  • Statutory complaints.
  • Member enquiries.
• Experience of project management and/or research work and relevant techniques.
• Experience of conducting detailed investigations of customer enquiries in a complex organisation/or local authority/housing associatiom.

Contract 

• Initial 3 to 6 month ongoing contract 
• PAYE via Umbrella 
• Monday to Friday 9am to 5pm 

This period closes on Monday September 30 2024 at 17:00.