Customer Relations Officer (FOI/GDPR/SAR)

Job Title: Customer Relations Officer

Location: Hounslow - Hybrid working (1 day a week in office)

Hourly rate 18.38 PAYE / 23.77 UMB Per Hour

Contract Length: Temporary assignment till June 2025 (possibility of extension)

Working Pattern: Full Time, Monday - Friday, 36 hours

ASAP Start

Role purpose:

As a Customer Relations Officer (ATR), you will play a key role in the delivery of GDPR Subject Access Requests (SAR) for Social Care and Special Education Needs (SEN) services. You will work with the Customer Relations Team Lead and Senior Customer Relations Officers to provide a customer care service to the residents of Hounslow and the council, including being a central point of contact for internal and external enquiries

Specific accountabilities:

• Handle GDPR Subject Access Requests within the statutory timeframes under the General Data Protection Regulations (GDPR) and Data Protection Act 2018 under the direction of the Senior Customer Relations Officer (Access to Records).
• Offer clarity, advice and support to applicants, third parties and staff for external and internal enquiries in line with processes and legislation. Give advice about procedures and best practice and proactively liaise with services and Managers to provide assistance and support to minimise delays.
• Support the design, development and delivery of appropriate training to managers and staff in the directorate relating to Subject Access Requests.
• To support Customer Relations Officers in logging, progress chasing, coordinating, collating and analysing information, and taking calls as required, relating to corporate and statutory complaints, Ombudsman cases, and other feedback, Freedom of Information (FOI) requests, Environmental Information Requests (EIR), GDPR Data Protection Subject Access requests, Member and MP enquiries, in accordance with best practice, regulations and Council policies and procedures.
• Respond to a range of requests and enquiries, some of a very complex nature, by telephone, in person or in writing, ensuring that all relevant information is obtained from the complainant. To draft standard and detailed responses to the requests and enquiries.

Knowledge, skills & Experience:

• You will demonstrate a general awareness of General Data Protection Regulations and Data Protection Act 2018.
• You will have an understanding of the processes and procedures relating to the retention of both electronic and paper records pertaining to Social Services and Special Educational Needs services.
• You will have knowledge of good practice in handling complaints and customer feedback, FOI, EIR and GDPR requests.

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.

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