Complaints & Information Support Officer

Job description

Complaints & Information Support Officer

Salary

£25,583 - £26,403 per annum

Type of vacancy

Fixed Term

Work pattern

Full Time

Duration (Months)

24

Hours per week

37

Work Base

County Hall, West Bridgford, NG2 7QP

Working Arrangements

Hybrid

Job Description / Person Specification

Competency Framework

Number of posts

2

Interview date

2 September 2026

Closing Date

31 August 2026 23:55

At Nottinghamshire County Council, we are dedicated to serving our community with compassion and care. We believe in creating a supportive environment where everyone feels valued and empowered. Join us in making a difference in the lives of those we serve!

An exciting opportunity has arisen for a Complaints & Information Support Officer within our Complaints and Information Team. This role is essential for ensuring that we provide consistent, effective, and first-class customer service. You will be the first point of contact for individuals making complaints or requests for information, ensuring their needs are met with professionalism and empathy.

As a Complaints & Information Support Officer, your key responsibilities will include:

• Customer Care: Delivering exceptional front-line service to all visitors and callers at County Hall.
• Information Management: Supporting the management of statutory and non-statutory complaints, Freedom of Information requests, and Data Subject Access requests.
• Guidance Provider: Offering advice and guidance to customers and colleagues on services, policies, and processes, including complex queries.
• Administrative Support: Assessing, logging, and acknowledging customer contacts, ensuring all enquiries are directed to the appropriate procedures.

To thrive in this role, you should possess:

• A strong understanding of customer service principles.
• Experience in handling complaints and information requests.
• Proficiency in IT and administrative tasks.
• Knowledge of relevant legislation, including GDPR and FOIA.

We are looking for candidates who demonstrate:

• Empathy and Understanding: Ability to handle emotionally challenging situations with care.
• Communication Skills: Clear and effective communication with customers and colleagues.
• Problem-Solving Abilities: A proactive approach to resolving issues and providing solutions.
• Team Spirit: A collaborative mindset, working well within a team to achieve common goals.

At Nottinghamshire County Council, we offer:

• A Place to Belong: A friendly, inclusive workplace where everyone is valued.
• Professional Development: Opportunities for continuous learning and growth.
• Work-Life Balance: Flexible working arrangements to support your lifestyle.
• Generous Leave: A supportive environment that prioritises your well-being.

Don't miss out on this fantastic opportunity to be part of a team that makes a real difference in our community! If you are passionate about providing excellent customer service and want to contribute to the well-being of Nottinghamshire County Council, we encourage you to apply today!

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For an informal discussion about this opportunity please contact Ben Jones on 0115 8040540 or by email [email protected].

This post is also available as a secondment opportunity to existing Nottinghamshire County Council employees. You must seek approval from your line manager before applying.

Nottinghamshire County Council strives to ensure that it goes beyond the requirements of the Equalities Act and prides itself on being accredited as a Disability Confident Leader Organisation.

Under the (formerly known as the Guaranteed Interview Scheme) we would like to ensure applicants with disabilities are offered an interview if they meet the minimum criteria for a job. Please let us know if this is something you would like to be considered for.

A job share scheme is available for all full-time posts: both permanent and temporary, unless otherwise stated.

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and we expect all staff to share this commitment and undergo appropriate checks.

Nottinghamshire County Council strongly encourages applications from all candidates from different walks of life, irrespective of gender, marital status, disability, race, religion, belief, pregnancy and maternity status, age or sexual orientation.