James Stevens Associates are delighted to be working with a Housing Provider based in North London that are now looking for a Complaints and Information Officer.
The role will encompass a mix of SAR's / FOI's, Complaints and Members Enquiries so we will be looking for someone who is available quickly to join a busy service team.
This is a Hybrid role with office expectation's for 2/3 days per week in office:
Overview:
- £20-£22 per hour
- 5 days per week
- 2/3 days on site
- Colindale | North London based
- Very accessible via Train links
- 4 month contract | potential to extend
- To start ASAP!
Complaints and Information Officer:
Complaints:
- Stage 1 and Stage 2 complaint acknowledgements and assignment to handlers
- Reviewing Stage 2 escalation requests and taking decisions about escalation in line with policy
- Providing ad-hoc advice and advocacy for complainants where needed
- Providing ad-hoc advice to colleagues
- Working within the timescales of the Housing Ombudsman’s / Local Government and Social Care Ombudsman’s Complaint Handling Code
- Coordinating requests and queries from the two Ombudsmen
- Completing quality assurance checks
- Monitoring progress and ensuring required timescales are met
Freedom of Information:
- Logging and assigning FOI requests in line with statutory timescales
- Providing ad-hoc advice to colleagues
- Checking proposed responses and information from colleagues and sending full responses to requestors in line with FOI Act.
- Monitoring progress and ensuring required timescales are met
Subject Access Requests:
- Logging and assigning SARs in line with statutory timescales
- Checking proposed responses and information from colleagues and sending full responses to requestors in line with UK GDPR and DPA.
- Monitoring progress and ensuring required timescales are met
Members enquiries:
- Logging and acknowledging enquiries from MPs and councillors, and assigning to lead colleagues
- Reviewing draft responses and providing to MPs/councillors
- Monitoring progress and ensuring required timescales are met