Information Case Management Officer - WMF

Temporary maternity cover post in the new Customer Service structure at Westmorland and Furness Council, working 30 hours a week. The officer is the first point of contact for complaints, compliments, information requests and MP enquiries, escalating complex cases and advising and training internal and external stakeholders on their responses. Freedom of Information knowledge and meeting tight statutory deadlines under pressure are central, with travel across the council area and a base in any Anchor Building or home working.

• First point of contact for complaints, compliments, information requests and MP enquiries
• Provide an escalation route, advice and guidance to internal and external stakeholders
• Provide expert-level support on compliments, complaints, FOI requests and MP enquiries
• Train internal and external stakeholders on their responsibilities for responses
• Apply legislation to casework
• Respond to information requests and cases within statutory timescales
• Deal with complex and challenging situations
• Travel across the council area

• Knowledge of handling compliments, complaints, FOI requests and MP enquiries
• Ability to apply legislation
• Effective communication
• Working under pressure to tight statutory timescales
• Dealing with complex and challenging situations
• Delivering expert-level support and training to stakeholders

• Competitive pension scheme
• Enhanced annual leave allowance
• Various perks and discount schemes