Information Governance and Complaints Officer - WMF3034i

Location: Voreda House, Penrith
Contract Type: Fixed Term – 6 months

Are you looking for a role that is fast paced, challenging and rewarding? We are looking for an enthusiastic and highly motivated person to join the Information Governance and Complaints Team. You will be passionate about good customer service and enjoy dealing with members of the public. Responsibilities include dealing with Freedom of Information requests, complaints, MP correspondence and supporting teams to learn from customer feedback.

The successful candidate will be joining a friendly and proactive team, to work with service officers to support the effective management, handling and learning from complaints, compliments, and other statutory access to information regimes across the Council (Freedom of Information, Environmental Information Regulations, Data Protection Act).

The team are passionate about delivering a high standard of customer service and improvements. We are looking for someone who has excellent attention to detail and a high standard of communication skills.

Key Accountabilities –

• To support the effective management of complaints, complaints and requests for information ensuring that the Council is fully compliant with statutory and local requirements.

• To ensure that effective systems and quality assurance frameworks for complaints, commendations and other statutory access to information regimes are in place, are regularly reviewed, and meet professional and regulatory standards.

• To lead on the development and maintenance of systems for reporting regular management information and intelligence from complaints, compliments and other statutory access to information regimes, and to work with service specialists to ensure that corporate learning informs service improvement across all Directorates.

• To lead on the development and maintenance of a ‘push’ system for ensuring that the Council is open and transparent with data, and that the Council’s publication scheme enables public access to good quality, relevant and timely information.

Working at Westmorland and Furness Council you will receive a variety of benefits, including a competitive pension scheme, enhanced annual leave allowance and other various perks and discounts schemes. For more information about life at Westmorland and Furness Council and what we can offer you, please visit our Careers site. Our benefits | Careers (westmorlandandfurness.gov.uk)

For further information about this role, such as responsibilities and essential criteria please view the below attachments:

If you have any queries about this role or would like an informal chat about this opportunity, then please contact [email protected]

Closing date: 22nd June 2025

We are currently operating both in-person and virtual interviews. Options will be discussed with candidates once they have been invited to the interview stage of the process for this specific position, and if you have any concerns or adjustments are needed, we are happy to discuss this with you.

Westmorland and Furness Council are now able to offer sponsorship for Skilled Worker Visa applications for eligible roles. Please note, we cannot guarantee the eligibility of all of our roles, therefore, if you would like more information on roles that may be eligible please visit the government website - Skilled Worker visa: eligible occupations and codes - GOV.UK.

At Westmorland and Furness Council we are committed to safeguarding and promoting the safety and welfare of children, young people and adults at risk and we expect all workers, employees and volunteers to share our commitment.

Westmorland and Furness Council is committed to improving the diversity of its workforce to better reflect the communities we serve. We welcome applications from everyone and work to promote an inclusive, supportive culture that values and celebrates our differences.

As a Disability Confident Leader, disabled applicants, who meet the essential criteria of this job, are guaranteed an interview.

We also offer guaranteed interviews to Armed Forces personnel and veterans and those in care or care experienced and under 24 years old (someone who has been looked after by a local authority at any point, for any length of time, e.g. foster care, residential care, or under the guardianship of a local authority) that meet the essential criteria for the role.

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