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JOB DESCRIPTION & PERSON SPECIFICATION
JOB TITLE:
Senior Complaints Officer
REPORTS TO:
Senior Complaints Officer (Team Leader)
SALARY:
Level E
HOURS:
37 per week
PURPOSE OF POST
To resolve complex complaints made to the Information Commissioner under the Freedom of Information Act 2000 and Environmental Information Regulations 2004.
KEY OUTCOMES
The following outcomes will be expected to be achieved by the post holder
Investigating difficult or complex cases and producing good quality, timely decisions
Attending the Case Review Panel at the start of an investigation
Providing expert advice to others in the team
Deputising for team leader in their absence
Producing case studies or track record from personal investigations
Liaison with key teams across the office to progress investigations to resolution
Identifying sectoral trends where appropriate
Attendance at Information Tribunal as witness where required
PERSON SPECIFICATION
|
Criteria |
How Assessed |
Education and Qualification
Work Experience
|
Educated to degree level or equivalent with at least 5 years post graduate work experience
or
Substantial work experience at a level demonstrating graduate ability. |
Application
Application and interview |
Knowledge, skills and ability.
|
Good intellectual and analytical ability in order to apply complex legislation to a variety of circumstances
Good standard of literacy and effective written communication skills for writing letters, reports, meeting notes and formal legally binding decisions.
Effective verbal communication skills including the ability to provide clear advice over the telephone and to present evidence to support our decisions in public.
Ability to deal with a demanding workload which may include considerable correspondence and to prioritise accordingly;
Ability to work on own initiative and as a member of a team.
Effective negotiation skills
Ability to ensure that the highest standards of quality and customer care are achieved
Excellent interpersonal skills with people at all levels
Ability to develop knowledge and understanding of the relevant DP/FOI/EIR legislation
Ability to use standard office IT packages
|
Interview and test
Application, test and interview
Interview
Interview and test
Application and interview
Application and interview
Application and interview
Interview
Interview
Application/Interview |
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