Corporate Feedback Officer - London, United Kingdom - Triumph Consultants Ltd

Triumph Consultants Ltd
Triumph Consultants Ltd
Verified Company
London, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

What's involved with this role:


Temporary Corporate Feedback Officer

Reference no:
Haringey RQ881112

Pay rate £17.57 per hour PAYE

This opening assignment is for 2 months

Hybrid working (predominantly homeworking for now) To ensure the effective operation of the customer feedback procedures (complaints, compliments & suggestions), including the statutory social care procedures, and the members' enquiries arrangements across the Council. To ensure the effective operation of the Council's Freedom of Information Act (FOi) procedures.

To be responsible for the effective handling of complaint stage 2 independent reviews, FOi internal reviews and Local Government Ombudsman (LGO) and Information Commissioner (ICO) enquiries Key responsibilities:


  • To be responsible for managing the processes involving feedback, members enquiries, Stage 2 reviews and learning, and freedom of information enquiries by ensuring that all cases are logged, allocated and tracked efficiently and effectively.
  • Provide best practice advise for colleagues and team members
  • Support members of staff who have allocated enquiries by providing advice and guidance on the Council's Corporate and Statutory obligations so that they understand how queries should be dealt with, the correct format for responses and the agreed response times.
  • Liaise as appropriate with responding officers and senior managers over completed and sensitive cases including those involving vulnerable clients and negotiate the resolution
- of cases using tack and persuasion. Ensure the database is kept up to date on the Council's structure and ensure any changes are duly made so that cases are directed to the correct area.

  • Deal with cases involving the Ombudsmen in order that investigations are dealt with in accordance with the Council's procedures.
  • Conduct case reviews on all Stage 2 complaints to ensure that matters are addressed and issues resolved quickly.
  • Develop knowledge of the legislation underpinning FOi and EIR requests so that responding officers have a knowledgeable point of contact who can advise services of the councils obligations
  • With minimum supervision, conduct independent reviews allocated in accordance with the agreed procedures and timescales in respect of corporate and statutory complaints; FOi internal reviews and advise on FOi exemptions and EIR exceptions.
  • Produce high quality written responses, briefings, minutes and reports.
  • Produce high quality written responses to complaint investigations and review

"Role Requirements" - to give yourself the maximum chance of success please try and ensure your CV addresses the following essential criteria:

  • Good working knowledge of relevant legislation, complaints management and council's feedback
  • Knowledge and experience of using IT
  • Awareness of the problems and issues facing the organisation, an understanding of how the Council is organised; and how services are delivered
  • Local Government Experience
  • Experience in complaint handling / managing competing priorities
  • Demonstrable experience of managing own workloads
  • Sound communication skills, both written and verbal

by quoting the job reference and job title exactly. SEE DETAILS AT THE BOTTOM OF THIS AD.

To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF

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If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.

Other "Essential Requirements" - Please check to ensure that your CV addresses the following items:


  • Our clients are generally seeking applicants who are reasonably local, so on that basis we would ideally like you to supply us with your address (or at least your post code) and a telephone number so that we can reach you during working hours.
  • Your recent UK working experience going back at least 5 years, or full employment history if you have been working for fewer years than this.
  • Your availability to work either immediately, or at short notice.
  • Please refer to the Role Requirements section above your CV must address the requirements listed.

Other preferable/desirable details to include on your CV, if applicable:

  • Any local authority/public sector experience
  • Any relevant qualifications held or being studied for.

Job Ref:
Haringey RQ881112

Anticipated Length of Assignment:
Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening a
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