Senior Complaints & Access to Information Officer

Job description

Complaints and Information Team

Senior Complaints & Access to Information Officer

Salary: PO2 £44,019 - £47,040

Up to 6 Month secondment / Fixed Term ( Maternity Cover)

No. of roles: 1

An opportunity has arisen for motivated, confident and organised individuals to join our team and oversee the Council's complaints for the People department, as well as completing internal reviews for Freedom of Information requests and line managing team members.

The role includes managing the department's caseload through liaising with key officers within People services to ensure timely responses and data received. They will communicate with a wide range of stakeholders including customers, Elected Members and internal staff at all levels of the organisation. They will also be responsible for quality assuring responses and providing support to services on compliance with Freedom of Information Act, as well as line managing at least one Complaints Co-ordinator.

The successful applicant will have:

• A strong customer service and community focus with experience of working in a customer facing environment
• Excellent team, communication and stakeholder management skills with the ability to influence and build relationships
• A good command and standard of written and spoken English
• Good organisational skills to ensure compliance with deadlines and standards

The role is under our 'flexible worker' status, allowing for 3 days working from home and 2 days in the office at the Civic Centre in Enfield Town

If you can meet challenging deadlines, deliver a high-quality service & develop excellent working relationships we would like to hear from you.

Contact Details -

If you would like to know more about the role, please contact Will Wraxall ([email protected]) or Anjna Doyle ([email protected]) or Natasha Ramdhian ([email protected]),

If you have any difficulties accessing this information, please contact Farida Uddin on 0208 132 1027 or email [email protected]

Fixed Term post/Secondment Opportunity: An external candidate, including Enfield Council agency workers, would be appointed on a fixed term contract, whilst internal candidates who are Council employees, would normally be expected to take up the post on a secondment basis.

Interviews will be held week commencing 20th May 24

We do not see your name or title when shortlisting your application. This is one of many initiatives to build a more talented and diverse workforce. However, if you put your name on your CV or Statement it will be visible to us. For this reason, we ask that you do not include your name on these documents. Please note it is your responses to the Essential/Desirable criteria, as detailed in the Job Description and Person Specification which is available on the job advert, that will determine if you are shortlisted for an interview, therefore we encourage you to always address the essential and desirable criteria in your application/CV.

We are passionate about our people and how we deliver services to our community in Enfield. That's why we encourage a culture that puts our customers at the heart of everything we do - by empowering our people to work together to find solutions, be open, honest and respectful, take responsibility and listen and learn. If you value these behaviours too, we'd love to hear from you - and of course we are always happy to talk flexible working, click here to find out more..

Why it's great to work for Enfield Council:

• An excellent pension through the Local Government Pension Scheme (LGPS).
• Up to 32 days annual leave depending on grade and length of service. You will also get eight public holidays per year and an extra day off at Christmas.
• A blend of remote and office based working for most roles.
• Interest free season ticket loan repayable over three or ten months.
• Career development and learning experiences from a range of training courses and learning methods.
• Employee Assistance Programme to provide advice and counselling services. This is a free and confidential service available to staff and members of their family.
• Health and leisure discounts and tax-free bikes for work.
• 1 month paid sabbatical for Children's Social Workers

We reserve the right to close this vacancy once a sufficient number of applications have been received. Therefore, we advise that you complete fully and submit your application as soon as possible to avoid disappointment.

If you have previously applied for this role within the past 6 months, unfortunately, a second application will not be considered.