- Pay Rate:
£14.84 per hour PAYE
- Hours per Week:
35 Monday – Friday, normal working hours
This opening assignment is for 3 months
Temporary Complaints & Information Governance Officer
Reference no: Greenwich RQ683470
Pay Rate: £14.84 per hour PAYE
Standard DBS disclosure is listed as a requirement for this role
The purpose of the role is to be responsible for dealing effectively with the corporate complaints, school complaints, statutory social care complaints, Ombudsman and Information Commissioner’s Office enquiries, Freedom of Information and Data Protection Act enquiries, and Member’s Enquiries to the Directorate of Children’s Services.
- Be responsible for dealing with children’s statutory (Children Act 1989) and Council’s complaints effectively.
- Effectively manage all complaints received by Children’s Services.
- Ensure that complaints are properly logged, assigned to the relevant procedure and tracked for compliance with timescales at all stages of the complaint procedures.
- Undertaking thorough and detailed investigations of complaints about Children's Services.
- Mediate and work with staff and managers to bring about an early resolution of complaints, liaising with other services as necessary.
- Research background details to complaints and conduct interviews with members of the public, council officers and other stakeholders.
- Ensure compliance with the Freedom of Information Act 2000 and related provisions through development, implementation and adherence to relevant procedures.
- Lead on the processing and responses to FOIA requests within the 20 working days legal timescale.
- Produce reports on the number of FOI enquires received and timescales of responding to requests and identifying any themes to be considered when improving the service.
- Provide advice and guidance to staff, stakeholders and members of the public on all aspects Freedom of Information, developing and maintaining good relations with service areas.
- Log and action all requests under the FOIA in accordance with procedures , checking the validity of requests against the Act; allocating enquiries to the relevant service area within Children’s Services.
- Proactively research, gather information and respond to FOIA requests resolving routine queries promptly.
“Role Requirements” – to give yourself the maximum chance of success please try and ensure your CV addresses the following essential criteria:
- A levels or equivalent educational standard or equivalent work-related experience in a customer care, complaints, business administration or information governance area.
- Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
- Experience of working in at least one of the following specialist areas such as FOIA, DPA, Complaints or Member Enquiries.
- Experience of successfully dealing with colleagues and the public, including communicating difficult issues effectively both orally and in writing.
- Experience of project management and/or research work and relevant techniques.
- Experience of facilitating complaint resolution meetings.
- Experience in writing reports.
- Experience of undertaking complex investigations.
- Excellent working knowledge of the Complaints procedures applicable to Children’s Services, Schools, Freedom of Information Act, Data Protection Act and information sharing legislation.
- Demonstrable understanding of the application of confidentiality principles to the area of work.
- Knowledge of records management and retrieval systems and record keeping protocols.
- Knowledge of complaints processes including mechanisms for resolving complaints informally and the use of Alternative Dispute Resolution mechanism.
Skills & Abilities:
- Able to work positively to engage with and understand the needs of a variety of stakeholders, and to challenge where necessary.
- Ability to understand and interpret complex information in order to identify gaps and provide accurate and concise responses.
- Excellent problem solving and evaluation skills.
- Excellent numerical and literacy skills.
- Ability to think laterally and to develop creative and innovative solutions allied with an ability to respond to change.
- ICT Skills: Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).
NB: Please feel free to apply to us direct via [email protected] by quoting the job reference and job title exactly. SEE DETAILS AT THE BOTTOM OF THIS AD.
If you have previously applied to one of our vacancies and have already sent the required supporting documentation to us, please make this clear when you re-apply as this will help speed up your application.
To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF.
Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.
Other “Essential Requirements” – Please check to ensure that your CV addresses the following items:
- Our clients are generally seeking applicants who are reasonably local, so on that basis we would ideally like you to supply us with your address (or at least your post code) and a telephone number so that we can reach you during working hours.
- Your recent UK working experience going back at least 5 years, or full employment history if you have been working for fewer years than this.
- Your availability to work either immediately, or at short notice.
- Unless the DBS requirement stated above is for a Basic Disclosure, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.
- Please refer to the Role Requirements section above - your CV must address the requirements listed.
Other preferable/desirable details to include on your CV, if applicable:
- Any local authority/public sector experience
- Any relevant qualifications held or being studied for.
Email Job Reminder
If you do not have a CV available right now please use this form to send yourself a reminder. When your CV is available, simply click the link in the email or alternatively reply to that email with your attached your CV.
Temporary Complaints & Information Governance Officer
Your CV needs to be current with your most recent role. We won’t be able to submit it with any unexplained gaps in employment. It will save time and improve your chances of success if we can put your CV forward immediately without having to ask for revisions.
Your CV must cover the “Essential Requirements” of the role. Ideally you will address the “Essential Requirements” on each job description page directly, in a bullet point list. Please include any DBS details and other qualifications called for.
Your CV should clearly state that you are available to start work either immediately, or at short notice. In general, our clients are unable to work with notice periods of more than 1 week from the point at which a role is offered, 2 weeks at the very most.
We do not put forward covering letters, so please ensure that your CV in contains all relevant information being called for.
We recommend that you consider sending us a CV suitably tailored CV for each role that you apply for. Job board aggregator sites will generally store only one version of your CV, which can be a bit limiting, so this is to your advantage.