Jobs in London - Complaint Service Improvement Officer • London

Company: The Royal Borough of Greenwich

London

Job PurposeTo manage and coordinate all complaints, enquiries and statutory information requests for the Directorate, lead service improvement initiatives, support organisational performance and customer satisfaction, and ensure compliance with legislation, corporate policy and best practice in complaints handling.Key Responsibilities:Complaint & Enquiry Management: Handle, analyse and coordinate all complaints, MP/Member enquiries, Ombudsman cases, FOI/EIR/Data Protection requests, ensuring timely, accurate responses and adherence to statutory and corporate procedures.Service Improvement & Performance: Identify service issues and lead improvement initiatives, conduct root-cause analysis, capture lessons learned, develop better processes, and support service performance, quality assurance and decision-making.Data, Reporting & Systems Leadership: Produce, interpret and present data and performance reports; maintain accurate logs; lead on the corporate casework system; develop information systems and ensure effective monitoring of services.Stakeholder Engagement & Representation: Liaise with senior managers, service teams and external organisations; chair monthly complaint meetings; participate in benchmarking networks; and support resident engagement, satisfaction surveys and consultations.Supervision & Compliance: Supervise the Service Improvement Assistant; ensure compliance with legislation, equalities and safeguarding requirements; manage competing priorities; and support the Council’s drive to improve repairs service delivery.Person SpecificationStrong understanding of complaints handling, FOI/EIR/Data Protection legislation and statutory procedures.Experience in analysing service performance, producing reports and making evidence-based recommendations.Excellent written and verbal communication, with the ability to draft clear, high-quality responses.Strong analytical, reporting and data interpretation skills.Additional information:Hours Per Week : 35.00Start Date : 01/12/2025End Date : 01/03/2026Start Time : 09:00End Time : 17:00Location: Birchmere Business Centre