Complaints & Information Governance Officer

Description

Our local government clients in Greenwich, Greater London, seek a Complaints & Information Governance Officer 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 Members' Enquiries to the Directorate of Children's Services.

Responsibilities

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 Members' Enquiries to the Directorate of Children's Services.

• To work as part of a team delivering high-quality services across the remit of the service, having lead responsibility for one or two of the following areas, i.e. (i) Complaints, (ii) Freedom of Information, (iii) Data Protection, (iv) Members' Enquiries.
• To develop and maintain good relations with service areas and partner agencies
• To maintain a good working knowledge of the legislation, policies and protocols relevant to the service's work, e.g., Information governance and complaints procedures relevant to Children's Services.
• To provide an excellent and professional standard of service to all stakeholders, including the provision of advice and guidance.

Qualifications – Essential

• GCSE Grade (or equivalent) in English Language and Mathematics.
• Degree and equivalent experience dealing with complaints relating to Children's Services
• Advanced Microsoft Office, Word, Excel, Outlook, Social Media and CRM

Criteria for Shortlisting –

• Experience of working in at least one of the following specialist areas, FOIA, DPA, Complaints or Member Enquiries
• Knowledge of complaints processes, including mechanisms for resolving complaints informally and the use of Alternative Dispute Resolution mechanisms.
• Excellent working knowledge of the Complaints procedures applicable to Children's Services, Schools, Freedom of Information Act, Data Protection Act, and information sharing legislation.
• Experience of successfully dealing with colleagues and the public, including communicating difficult issues effectively both orally and in writing.
• Knowledge of records management and retrieval systems and record-keeping protocols.
• Experience of working with computer-based systems, in particular Microsoft Excel, e-mail and scanning facilities.
• Demonstrable Understanding of the application of confidentiality principles to the area of work.
• Experience in project management and/or research work and relevant techniques.
• Experience in facilitating complaint resolution meetings.
• Experience in writing reports
• Experience in undertaking complex investigations.

Compliance Requirements

• 3 Years References
• Willing to engage in the Pre-Engagement Questionnaire and mandatory pre-screening application process.

Diamond Blaque Group, a leading public-sector provider, is acting as the employment Business for this vacancy. We are dedicated to fostering an inclusive environment that values diversity and equal opportunity in the workplace.