Service Improvement Officer

Teqniq Ltd
13.60 GBP Hourly
13 Sep 2017
11 Oct 2017
Contract Type

Our client is looking for an experienced Service Improvement Officer to work on a 35 hour per week contract role to start on the 24-07-17 until the 12-01-18 with a likely extension.

Hours:9:00 am to 5:30 pm.

Purpose of Job

Assisting the Service Improvement Officer with the handling of customer complaints, member, MP and statutory enquiries, including Freedom of Information (FOI) and Data Protection requests (DPRs). Assist with the Directorate of Housing's service improvement work and identify improvements in service. Reporting to the Policy and Performance Manager; and supporting the Strategy and Partnership Unit with administrative tasks.

Main duties
  • Administer and collate records of all representations in the form of complaints, MP and Member enquiries, on behalf of Housing Services, departmental and corporate procedures. Monitor the Housing Directorate to ensure all their responses are sent on time.
  • Administer, distribute for response and collate records of all FOIs and Data Protection requests on behalf of Housing Services according to legislative procedures.
  • Notify relevant managers or staff of urgent and complex complaints or enquires and assist them in investigating, co-ordinating and refining a response that is sent in a timely manner to a high level of service.
  • Support procedures and administrative processes in relation to complaints in line with current legislation and guidance.
  • Work with the Service Improvement Officer in providing information to managers on a regular basis to assist in effective monitoring of services. Identify potential problem areas in order that remedial action can be taken. Ensure any learning from complaints and other enquiries are captured.
  • Establish a problem-solving approach to the handling of complaints. Promote, within the Department, awareness by users and staff of the complaints procedures, including the production of user friendly information, promoting a culture of responsiveness and openness to individual concerns, problems and complaints, where problems are resolved quickly and to the satisfaction of all parties without recourse to more formal procedures.
  • Regularly review the effectiveness of information systems and contribute to the development of new systems in meeting the needs of the directorate and its customers.
  • To make full use of IT systems and packages in undertaking the duties of the post including publishing performance management information to the departmental intranet site as HTML, Adobe pdf, Excel spreadsheet, Word document or other format as required.
  • To monitor and report on departmental compliance with equalities legislation.
  • Assist Strategy and Partnership team members with open days, one to one consultation, benchmarking data with other local authorities as well as organizing, inputting into, making recommendations for and taking minutes for meetings.
  • Assist with the maintenance of the project plan and risk register
  • Manage conflicting priorities and demands in the context of constant change depending on the Unit's prevailing priorities
  • Provide information to staff, Members and members of the public. Receive and log enquiries / complaints made in person, in writing or by telephone to the team, including Ombudsman enquiries.
  • To undertake any other work appropriate to the level and general nature of the post's duties, including assisting the Strategy and Partnership Team in undertaking ad hoc projects, reviews as well as assessing, preparing and compiling data.
  • To carry out all duties with regard to the provisions of health and safety regulations and legislation, the Client's equal opportunities and customer care policies.Training & Education

    Good Literacy Skills (English GSCE+) Essential