We have a fantastic opportunity for a Complaints and Policy Compliance Officer at Bury Council. This is a full-time temporary role for the next 6 months, with the possibility of extension.
What is the role?
Bury Council are looking for a Complaints and Policy Compliance Officer, to be part of a small team responsible for all matters relating to reviewing, investigating and responding to complaints, Elected Member and MP enquiries, Housing Ombudsman Service (HOS) liaison, Freedom of Information requests (FOI), and Subject Access Requests (SAR)
The role is responsible for overseeing complaints framework, providing advice to ensure compliance relating to Complaints Code of Conduct and Subject Access Requests
What are your responsibilities?
- Responsible for co-ordinating, quality checking and, where appropriate, drafting responses relating to complaints, FOIs, SARs, , Elected Member and MP enquiries, HOS investigations and enquiries – ensuring a high-quality service is provided and associated robust systems and processes in place.
- Responsible for complex complaints and gathering information from services, analysed and interpreted so that succinct and factual responses are provided.
- Develop and maintain up to date knowledge of legislation and procedures relating to Information Governance, FOIs, and SARs, , and ensure that, in the light of any changes, that existing policies, procedures and guidance are reviewed and updated accordingly.
- To ensure corporate compliance with Information Governance legislation, best practice, policies and procedures, ensuring these are kept up to date.
- To work with the Housing Services team r and act as an advisor in respect of Information Management, best practice, policies and procedures.
- Responsible for data collection, performance monitoring and reporting including quarterly performance reports and statutory annual reports – ensuring data is shared with services to inform improvements to service delivery.
- Reviewing and redaction of documentations, determining what information is exempt from disclosure and releasing that information which can be disclosed. Ensuring that the customer is informed as to why information might be withheld.
- Support the Complaints and Satisfaction Manager in undertaking internal review of responses to subject access requests and freedom of information requests.
- Responsible for analysis of data incidents. Help investigate by collating information to support the organisation to learn and improve practice and governance, analysing statistics and providing advice accordingly on how to reduce risk. Escalate issues as necessary.
What skills do you Need?
- Must have previous Complaints and Policy Compliance Officer experience.
- Excellent people skills, as you will be speaking to the public / clients, and other members of staff including managers.
- Very Strong IT skills, as you will be using Microsoft office and other internal IT Systems.
- Full knowledge of Freedom of information requests, Subject access requests, and Information Governance.
Next Steps:
To receive a full job description please apply below or email your CV to