Complaint Service Improvement Officer

Overview

One of my local government clients is seeking a Complaint Service Improvement Officer to support the Community Services Directorate. This role is responsible for managing customer complaints, MP and Member enquiries, statutory requests, and leading service improvement initiatives across the department.

Key Responsibilities

• Handle all customer complaints, MP enquiries, Member enquiries and statutory enquiries including FOI, EIR and Data Protection requests.


• Lead and initiate service improvement work within the Directorate.


• Support and deliver project work and administrative duties for the Community Services Directorate.


• Analyse, allocate, administer and collate all representations, including Ombudsman cases, for the Directorate and Departmental Management Team.


• Produce departmental procedures and ensure compliance with corporate processes.



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