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You can find a list of current vacancies and details of how to apply on this page.
Service Complaints and Freedom of Information Officer
Based at Service Headquarters, Lewes
East Sussex Fire & Rescue Service are currently recruiting for a part-time Service Complaints and Freedom of Information Officer to join the Democratic Services Team for 20.5 hours a week. The role includes managing a caseload of complaints and freedom on information requests to ensure they are dealt with appropriately and consistently within the statutory time scales. Excellent interpersonal and communication skills are required to liaise with managers and complainants to ensure responses meet the required standards and the procedure is appropriately followed.
Service Complaints and Freedom of information Officer skills and experience:
- Experience in either a complaint handling role or Freedom of information role
- Experience of investigation or facilitating investigation processes
- Strong customer service skills and an ability to showcase other behaviours such as empathy, attention to detail, investigation and problem solving
- The ability to assess, interpret and act upon written requests for information
- A high standard of writing skills to produce a variety of written materials
- Cross-functional working skills with the ability to build and maintain positive relationships and to question/challenge constructively and influence colleagues to ensure customer focussed outcomes
Complaints can be very stressful, both for the complainant and the recipient of the complaint.
The Service Complaints and Freedom of Information Officer is responsible for ensuring that stresses are minimised and that both parties find the process transparent, informative and thorough whilst complying fully with policy, and thus with legislation.
The successful applicant will work effectively with others to ensure customer focussed outcomes at all levels of complaint handling and freedom of information requests including those that have escalated to the Local Government Ombudsman, or Information Commission Office.
- Salary: £28,673 – £32,271 per annum
- Closing Date: 30th July 2021
- Assessment/Interview Dates:25,26,27 August
Please note that any vacancies may be withdrawn at short notice as a result of processes within the Managing Change Manual Note
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