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Adecco
,
London, Greater London
Information Governance Officer
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Contract Type: Contract |
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Salary: £17.2 per hour |
Overview
To be responsible for detailing with complaints effectively which will include: processing and managing complaints allocated to you ensuring that complaints are properly logged and tracked undertaking thorough and detailed investigations of complaints about Council Services and partners. This may include corporate, and /or specialist area such as social care complaints mediating and working with staff and managers to bring about the resolution of complaints and enquiries to conclusion, liaising with other services as necessary. researching background details to complaints and conduct interviews with members of the public, council officers and stakeholders and organise site visits where necessary preparing responses and ensure implementation of solutions evaluating the case and producing a detailed response taking and ensuring follow up action is taken and the customers are kept up to date with progress and are aware of the options if they are dissatisfied identifying trends and recording the learning To manage the Council's responses to the Local Government Ombudsman as required by the Head of Customer Complaints & Members Enquiries, ensuring that these are dealt with in accordance with the Councils procedure. Members Casework To be responsible for managing casework for an allocated group of Members, MPs and the Mayor. This will include: being the first point of contact for Members, producing summaries on the current position, carrying about investigations, and carrying out investigations, collecting information from stakeholders and residents where necessary producing comprehensive high quality responses to them in accordance with set standards and mediating and working with staff and managers to bring about appropriate solutions to Members Casework, liaising with other services as necessary. preparing high quality responses to their constituents and monitoring the implementation of actions arising and keeping customers and Members informed of progress closing cases once completed. identifying trends and recording the learning To establish effective working relationships with service areas and Members to ensure casework is dealt with thoroughly and effectively To ensure the protocol is followed and cases are escalated where they have shown dissatisfaction with responses or where deadlines are not me. FOI /DPA/ Information Sharing To maintain a good working knowledge of the Acts relevant to the work of the team on complaints, FOI and access to files. To receive and action all requests from other agencies for Data Protection Act in accordance with legal requirements. To log and check the validity of requests against the Act and whether the information is requested is part of the publication scheme To proactively research, gather information and respond to FOI requests To provide advise to managers and service area where including publication would increase openness and will be beneficial to reduce enquiries and for openness. To process information sharing requests with confidentiality Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://candidate-privacy