Resolution and Response Team Officer
Based in Havering
Monday to Friday
36 hours per week
17.54per hour

Purpose of the role:
The Resolution and Response Officer is 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. They will document lessons learnt through complaints and make sure these are promoted across the team. This is not an exhaustive list of all tasks that may fall to the post holder and employees will be expected to carry out such other reasonable duties which may be required from time to time.

Duties and 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.
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.

Experience:

Experience of working in several of the following areas:
- FOI, DPA, EIR.
- Corporate complaints.
- Statutory complaints.
- Member enquiries.