Resolution and Response Team Officer

Havering - 1 Day in office per week

Job Role

Be responsible for improving the effectiveness and quality of customer responses and are accountable for providing high quality and efficient customer responses, that reduce the risk of escalation to further stages understanding when to escalate issues to alternative teams. They will manage a wide range of cases and/or requests, effectively researching and overseeing the successful response to corporate and statutory complaints, Ombudsman enquiries, Member enquiries, Freedom of Information, Data Protection Act & Environmental Regulations and information sharing requests. They will work with key stakeholders to ensure accurate and professional responses are provided, assist in the smooth resolution of cases and be responsible for ensuring engagement is consistent throughout the customer's complaint or request journey.

Key Responsibilities

To be responsible for dealing effectively with corporate and statutory complaints, Members and Ombudsman enquiries and support the provision of high quality and timely reports for senior officers and Councillors.

Sensitively handle multi-channel contact from complainants and identify the most appropriate way to resolve enquiries. This will involve challenging telephone conversations and the skills to robustly set out the Council's position and remain calm under pressure.

Handling of requests made under the Freedom of Information Act, Environmental Information Regulations, Re-Use of Public Sector Information Regulations 2015, Data Protection Act 2018 & General Data Protection Regulation from receipt of request through to disclosure or refusal of the information, ensuring correct legislation is applied to each request.

Develop a wide knowledge of services provided by the Council to be able to determine which service area(s) hold the information needed to respond to complaints and enquiries