Who You Are You possess a minimum of 5 GCSEs (grade C or above) or equivalent, ideally with a relevant Customer Services qualification or equivalent experience. You have a strong background in maintaining records systematically and prioritizing workloads effectively. Your experience includes managing customer enquiries within complex organizations or local authorities, as well as working with diverse stakeholders to achieve objectives. You understand legislation relevant to complaints and information requests, with experience in providing advice and negotiating in challenging circumstances. You demonstrate excellent communication skills, strong IT proficiency, and the ability to build relationships across all levels. You are proactive, with a curious mindset, personal drive, and integrity, and you thrive under pressure while remaining impartial. What the Job Involves Your primary role is to enhance the customer journey for complaints and data inquiries by correctly triaging each request to the suitable processing pathway. You will receive, record, and assess the complexity of the incoming complaints and data requests, identifying legal alignments and either resolving simpler issues or preparing briefings for subject matter experts. Monitoring requests’ progress, you'll ensure high-risk issues are managed swiftly and escalate any process delays or obstacles to senior management. You will engage in comprehensive review, risk assessment, and management of written and verbal service complaints and information requests as per legislation. You are expected to maintain precise records of complaints and inquiries using the Council’s case management system and contribute to quality assurance improvements. Your role requires offering guidance to both internal and external customers, preparing briefing packs, and producing data to support departmental performance analysis. The job requires compliance with all relevant legislation, including safeguarding, information security, equality, and health and safety. You will embrace changes and embody the Council’s ICARE values, demonstrating flexibility in your duties and responsibilities.