Correspondence Support Officer

Directorate:
Transportation

Team:
Parking Business Services

Reports to:

Parking Business Services Team Leader

You will coordinate and monitor a varied portfolio of correspondence and casework and enquiries, including:

• Complaints and general enquiries.
• Member and MP casework.
• Freedom of Information (FOI) and Environmental Information Regulations (EIR) requests.
• Internal Review Requests (IRRs).
• Ombudsman enquiries and legal requests.

You will manage shared mailboxes, triage incoming requests, allocate work to the appropriate teams and ensure records and supporting information are accurately maintained on shared systems.

You will also monitor response deadlines, track performance against agreed key performance indicators (KPIs) and produce regular reports to help managers understand demand, identify trends and address areas of concern.

Beyond day-to-day administration, you will contribute to service improvement initiatives, helping to streamline processes, strengthen information management and improve the quality of information available to residents through the Council's website and other communication channels.

• Coordinate the accurate logging, allocation and tracking of casework, complaints and information requests.
• Manage shared mailboxes and ensure enquiries are directed to the appropriate officers promptly and accurately.
• Maintain effective databases, spreadsheets, electronic filing systems and shared casework records.
• Monitor statutory and internal deadlines, follow up outstanding responses and elevate potential delays to the appropriate officers.
• Produce weekly and monthly performance reports, including KPIs, volumes, response times and emerging trends, using systems such as Microsoft Excel, Dynamics and 3sixty and other service systems.
• Use data to identify recurring issues, backlogs and opportunities to improve administrative processes and service delivery.
• Work collaboratively with operational teams, Business Services, Data Analysts and colleagues across the Council to support efficient casework management.
• Support the preparation and quality assurance of departmental FOI and EIR responses, ensuring compliance with relevant legislation and Council procedures, and escalating complex or sensitive matters appropriately.
• Help maintain accurate, accessible and up-to-date website content and guidance so residents can find clear information about Parking Services.
• Contribute to projects, procedure reviews, staff guidance, training and continuous improvement initiatives as required.
• Ensure all work complies with relevant legislation, Council procedures, information governance and data protection requirements.

Are you highly organised, comfortable working with data and passionate about improving services? Do you enjoy solving problems, managing competing priorities and finding better ways of working?

We are looking for a proactive and detail-focused Casework, Complaints and Performance Officer to join our Parking Business Services team.

Parking Services is experiencing significant growth, alongside an increase in complaints, enquiries and requests for information. We are strengthening our business processes and using data, insight and collaboration to improve how we manage demand, monitor performance and communicate with residents.

Working closely with the Parking Business Services Team Leader, Senior Parking Officer, Business Services Manager, Data Analysts and Insight Lead. You will help ensure that enquiries are managed efficiently, statutory deadlines are met and service information is accurate, accessible and up to date.

This is an opportunity to join a developing service and play an active role in delivering practical improvements that make a difference.

You will be a reliable and proactive professional who takes ownership of your work, pays close attention to detail and remains organised when managing a high volume of requests.

• Experience in administration, casework coordination, complaints handling, information management or a similar role.
• Strong data entry and record-keeping skills, with the ability to maintain accurate and consistent information.
• Good working knowledge of Microsoft Excel, spreadsheets and databases, with the ability to manipulate data and produce meaningful reports.
• The ability to monitor deadlines, manage competing priorities and follow up outstanding actions to ensure work is completed within…