Complaints and Information Officer

Are you an organised and analytical professional looking for a varied and rewarding role at the heart of local government? We are seeking a proactive and detail-oriented Complaints and Information Officer to manage a diverse caseload of complaints, Freedom of Information (FOI) and Environmental Information Regulation (EIR) requests.

About the Role

Working across all County Council services, you will manage a caseload, coordinate responses, interpret policies, legislation and statutory guidance, provide advice to a range of stakeholders on such matters as the appropriate complaint route, FOI exemptions, EIR exceptions and public interest test and help ensure the Council meets its statutory obligations.

This is an excellent opportunity for someone who thrives in a fast-paced environment, builds effective relationships, drives work forward independently, and is confident in advising and influencing others to achieve high-quality outcomes for residents and stakeholders.

About You

To apply for this post, you must be able to evidence in your application how you meet the following criteria

• NVQ level 3 or demonstrable experience of supporting a Complaints or FOI function and / or working in a customer service information service dealing with the public.
• Experience of working within a complaint, and/or Freedom of Information (FOI) requests/Environmental Information Regulation (EIR) requests/Information Governance function.
• Experience of managing a high-volume caseload, prioritising competing demands and delivering outcomes within agreed timescales, working with a high degree of independence.
• Ability to (or rapidly learn to) interpret and apply procedures, statutory guidance and relevant legislation within which public services work.
• Strong analytical and problem-solving skills, with experience of gathering, assessing and interpreting information from a range of sources, investigating issues systematically, and communicate clear, evidence-based outcomes and recommendations, both verbally and in writing.
• Exceptional attention to detail and accuracy in record keeping, information management and data handling, ensuring case management systems and published information are complete, accurate and auditable.
• Ability to build effective working relationships and positively influence colleagues and stakeholders to secure timely, high-quality outcomes.

In addition, we also expect you to share our commitment to our values and to delivering accessible and inclusive services which meet the needs of all of our residents. You will be asked to demonstrate your understanding of these commitments as part of the selection process.

Reasonable adjustments will be considered for applicants with a disability. We are a Disability Confident Employer.

Interested in Flexible Working?

We are open to discussions about flexible working, which may include part time working, job sharing, term-time working, flexible start and finish times, and hybrid working, depending on the requirements of the role and the service. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below.

For more information or an informal discussion, please contact

• Joshua Bray - Assistant Complaints & Information Manager
• Email: [email hidden]

How to Apply

At Leicestershire County Council we’re looking for top talent from all walks of life. Whoever you are, wherever you’re from, and whatever your background - we care about what you bring to our organisation, not just what’s on your CV. That’s why we’ve designed a recruitment process that’s fair, accessible, and focused on potential. And with benefits that support people at every age and stage of life, we make sure you can thrive - both personally and professionally.

If you share our passion to make a difference for the people of Leicestershire, we’d love to hear from you. Click the apply button to submit your application, ensuring that you upload a supporting statement that explains how you meet the criteria listed in the ‘About You’ section above. Without this information, we won’t be able to assess your suitability for the role, and your application will be rejected. For tips on how to write your statement, see the How to Apply section on our career site.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

If you have any technical issues when trying to apply for this post or you want to request an application pack in an alternative format, please contact our Employee Service Centre by telephoning 0300 3030222 (select option 2) or raising a ticket via our online portal: https://emss.org.uk/support.

By applying for this post, you agree to our Terms and Conditions.