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Complaints and Enquiries Officer

  • Job reference: MATCOGREN
  • Location: Greenwich, London
  • Job type: Temporary
  • Area of Expertise: Administration Services, Corporate Services
Closes in:
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Job description: Client - Greenwich Borough Council
Department - Regeneration & Enterprise Skills
Section - Performance Management

Purpose of Job
Logging and tracking responses on member's enquiries, complaints and FOI's and sending approved responses out. Ensuring that responses are within the target timescales and reporting to SMT.

Paying £15 per hour. Start ASAP for an initial full time 3 month contract.

Summary of main duties and responsibilities
1. Responsible for the effective day to day delivery, review and monitoring of the Directorate's complaints process.

2. Prepare and present reports regularly to the Directorate's Senior Management Team and other senior managers to assist in the evaluation of complaints to improve and manage service delivery.

3. Support staff in administering and responding to all Member / MP/ Ombudsman correspondence and enquiries received in DRES, ensuring that correspondence is dealt with by deadlines.

4. Drafting responses on behalf of the Director of Regeneration Enterprise and Skills and Assistant Directors, drafting and collating responses from a number of other Directors where necessary.

5. Responsible for monitoring whether response to complaints and enquiries are provided in accordance with the agreed timescales, proposing solutions, improvements to procedures and taking appropriate action where timescales are not complied with.

6. Act as responsible officer in DRES for Freedom of Information and Data Protection requests. Logging and processing requests in accordance with the agreed procedure. Providing advice on the legislation and guidelines, drafting responses, chasing responses where necessary and monitoring response times.

7. Responsible for ensuring that enquiries and complaints from members of the public referring to service delivery are dealt with appropriately either verbally or in writing, drafting and collating responses from a number of departments where necessary.

8. Responsible for collating and analysing data, producing and presenting regular monthly and quarterly reports on high level MP, Member and Public enquiries, Freedom of Information and Data Protection request and complaints monitoring information.

If you are interested in the role, or know of anyone who may be, please contact Theo at Service Care Solutions on 01772 208 964 or email

Service Care Solutions also offers a £250 referral bonus! So if you know of anyone who would be perfect for this position and they are placed into work, you will receive £250 for the referral once their probationary period has been completed!