Feedback & Information Governance Officer

at  South Gloucestershire Council

HOW YOU’LL MAKE A DIFFERENCE

As a Feedback & Information Governance Officer in the Department for People, you will be helping to resolve the concerns of some of our most vulnerable residents. You will also provide a valuable service to our residents in responding to requests for information we hold about them.

WHAT WE NEED FROM YOU

• It is essential, that you have five GCSE’s, including English Language
• You will have relevant practical experience acquired through training and an understanding of relevant processes, procedures regulations and codes of practice.
• You will be able to build relationships and influence others based on knowledge of the service area.
• You will have good team working skills and show an ability to supervise staff to meet organisational objectives.
• You will be able to demonstrate numeracy and IT skills relevant to your own area.
• Ideally you may hold a relevant qualification e.g. NVQ 3, 2 A levels or equivalent qualification or equivalent relevant experience.

You will be part of a dedicated, supportive team providing advice and support to our residents and members of staff in relation to complaints and compliments. At times you will also be involved in dealing with data breaches and information requests.
When required, you will assist in the development and management of an effective Departmental complaints procedure as required by Children’s Act 1989, Health and Social Care (Community Health and Standards) Act 2003 and other relevant legislation.
You will be responsible for the production and monitoring of performance management information relating to complaints received and investigated by the department.
Where appropriate, you will help to deliver coaching to staff within the department who investigate and respond to complaints.
Daily, you will deal with enquiries from all customers (both internal and external) by telephone and through correspondence.
You will help the team carry out statutory surveys of adult care users and carers, including the collation, entering and submission to relevant bodies.