Complaints & FOI Business Support Officer

Complaints & FOI Business Support Officer

Location: Bexleyheath (Hybrid Working) Office Attendance: 2 days per week (typically Tuesdays and Wednesdays) central Bexleyheath Home Working: 3 days per week Start Date: Immediate Start Available Contract: Ongoing Temporary Assignment Pay Rate: £15.68 per hour PAYE Hours: Monday to Friday, 8:48am - 5:00pm

About the Role

We are recruiting for a Complaints & FOI Business Support Officer to join a busy Local Authority team based in Bexleyheath on an ongoing temporary basis.

This is an excellent opportunity for an experienced business support professional with previous experience handling complaints, Freedom of Information (FOI) requests, member enquiries, case management systems, and data redaction processes.

The successful candidate must have relevant experience in the duties outlined below and be able to start immediately.

Key Responsibilities

• Logging complaints, Freedom of Information (FOI) requests and Member Enquiries onto the Council's case management system, iCasework.
• Allocating cases to the relevant service areas for investigation and response.
• Monitoring and tracking due and overdue cases on a weekly basis.
• Supporting the Council in meeting statutory deadlines and performance targets.
• Maintaining accurate records and updating case management systems.
• Redacting Children's Social Services Subject Access Requests (SARs).
• Ensuring all third-party personal data is removed in line with data protection requirements.
• Preparing files for review by Social Workers prior to release.
• Providing high-quality administrative and business support to the Complaints and Information Governance function.

Essential Requirements

Previous experience processing and managing complaints and FOI requests.

Experience working with case management systems (iCasework experience highly desirable).

Knowledge of Subject Access Requests (SARs) and document redaction processes.

Strong administrative and organisational skills.

Excellent attention to detail, particularly when handling sensitive and confidential information.

Ability to monitor workloads, track deadlines and manage competing priorities.

Experience gained within a Local Authority, Public Sector, Information Governance, Complaints, FOI, or Business Support environment.

Applications will only be considered from candidates who have relevant experience in complaints handling, FOI administration, case management and/or SAR redaction.