Complaints and Access to Information Coordinator (scale 6)

Who You Are You are a proactive and detail-oriented individual with a passion for high-quality customer service and transparency in public services. You have strong communication and influencing skills, enabling you to build relationships and convey complex issues clearly. Your experience in a customer-facing role gives you a robust understanding of complaint handling processes, and you have the ability to manage multiple deadlines and complex requests efficiently. What the Job Involves As a Complaints and Access to Information Co-ordinator, you will play a crucial role in coordinating and quality assuring the handling of statutory and non-statutory complaints, Freedom of Information requests, Member and MP enquiries, and access to records requests. You will liaise with customers, elected members, MPs, and external bodies, including the Ombudsman, to provide clear and concise responses that are compliant with legal timescales. Your role involves monitoring performance against deadlines, providing advice on FOI and Data Protection compliance, and identifying and managing reputational risks in collaboration with the Press Office. Skills Strong communication and influencing skills Customer-facing experience and understanding of complaint processes Organisational skills and ability to meet multiple deadlines Analytical skills and attention to detail Competence in using standard IT software Risk awareness and political sensitivity Experience with CRM systems or FOI/information request tracking tools (desirable) Knowledge of GDPR (desirable)

Location: The Ridgeway, GB

Posted Date: 6/22/2025