Customer Relations Officer (ATR, SAR, EIR)

Job Title: Customer Relations Officer (ATR, SAR, EIR)

Location: Hounslow - Hybrid working (1 day a fortnight 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

About Us: The Resident Experience & Localities Service at Hounslow is dedicated to providing a unified front door for resident contact, ensuring statutory duties are checked, safeguarding issues are identified, and early help is provided where needed. We strive to offer a positive, consistent, and inclusive experience for all residents, empowering them to access services online and providing holistic support in person.

Role Overview: As a Customer Relations Officer (ATR), you will play a crucial role in handling GDPR Subject Access Requests (SAR) for Social Care and Special Education Needs (SEN) services. You will work closely with the Customer Relations Team Lead and Senior Customer Relations Officers to deliver exceptional customer care to the residents of Hounslow and the council.

Key Responsibilities:

• Handle GDPR Subject Access Requests within statutory timeframes under the General Data Protection Regulations (GDPR) and Data Protection Act 2018.
• Provide clarity, advice, and support to applicants, third parties, and staff for external and internal enquiries.
• Support the design, development, and delivery of training related to Subject Access Requests.
• Mentor colleagues and build positive relationships to ensure a quality service for residents.
• Participate in meetings and events to improve communication and service development.
• Assist in the creation, development, monitoring, and evaluation of procedures and systems for GDPR enquiries.
• Respond professionally and sensitively to a range of requests and enquiries, ensuring confidentiality and security of data.
• Maintain strong links with stakeholders to ensure timely resolutions and adherence to procedures.

Qualifications and Skills:

• General awareness of GDPR and Data Protection Act 2018.
• Experience with redactions, extractions and exemptions.
• Use of Adobe and/or Nitro System (desirable)
• Understanding of processes and procedures related to the retention of electronic and paper records for Social Services and SEN services.
• Knowledge of best practices in handling GDPR requests.
• Ability to work flexibly and support team needs.
• Excellent communication skills for dealing with enquiries across multiple channels.
• Self-motivated with effective time management skills.
• Ability to explain support options clearly to residents.

Why Join Us:

• Be a role model for our values, creating conditions for success for our people and residents.
• Work in a dynamic, multi-functional team with a sense of pride, passion, and a can-do attitude.
• Contribute to the continuous improvement of our services and the positive promotion of the council.

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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