Complaints and FOI Support Officer – Yate

Overview

How you’ll make a difference

As a Feedback and Information Governance Support Officer in the Department of People, you will be helping members of the community to access information about themselves and the council.  
By resolving the concerns of some of our most vulnerable residents, you will be involved in providing a valuable service in responding to complaints and requests for information we hold about them. You will also help them access their records and ensure clear information is provided or the issue is referred so that all our customers receive an effective service.

What you will be doing

• Working in a small supportive team, you will help by collating and saving records to enable them to respond to information requests (such as subject access requests) under the Data Protection Act 2018.
• It will be your responsibility to monitor the team’s emails in Dynamics 365 to check for Freedom of Information (FOI) requests, data breaches, MP enquiries and complaints.You will acknowledge, allocate to relevant managers for responses and then log and monitor accordingly.
• You may be asked to respond to enquiries from the police for information and support customers who have queries within specific service areas, helping them to access services and ensuring that clear information and guidance is provided. If you are unable to resolve the issue you will refer it, so that all customers receive an effective, functioning service and information is provided.
• You will have the opportunity to be involved in the investigation of complaints and information governance issues, and enhance your skills and knowledge of these areas.
• On occasions, you may be required to assist team members in the delivery of complaints or information governance training to other members of staff.

What we need from you

• It is essential that you have an NVQ 2 or 3 GCSE’s grades C or above or equivalent qualification or you may have experience in administration and complaints.
• We require you to have knowledge of relevant processes and procedures and an understanding of relevant regulations, codes of practice and required outputs.
• It is key that you have initiative and judgement to resolve day-to-day problems independently.
• Ideally, you will have proven budget monitoring or numeracy skills.

What you need to know

• This is a limited term contract, ending 31 march 2026.
• This role is hybrid, with a mixture of working at our office in Yate and working from home. 

Interviews anticipated week commencing the 29th September 2025.

How a career at South Gloucestershire Council is different

• We know our team work best when they have balance in their lives and we offer genuine flexibility to help them achieve that work/life balance.
• We value our staff as individuals, investing in their careers and we are recognised for the quality, breadth and depth of our training and development offer, which helps make the greatest long-term difference in work.
• As part of our benefits package, you will receive generous annual leave (pro rata), employee wellbeing support and you will have access to a range of staff discounts, including eye tests, travel, shopping and leisure activities. 
• We recognise that our diverse team of skilled and dedicated people make us a great place to work. We welcome applications from everyone and ensure that individuals are selected, promoted and developed on the basis of their merits and abilities. 
  

 

Our teams at South Gloucestershire Council are making a real difference to the lives of people who live, work and learn here.  

• We’re building and shaping communities which people are proud of.  
• We’re working with the most vulnerable in our community to help them achieve what they want in life.
• We’re investing in our schools to ensure every child and young person in South Gloucestershire achieves their full potential.    
  

 

We’ve achieved a great deal, but we need talented and dedicated people to ensure we continue to make a difference.   
We’re making a difference, be part of it!  

To view the full job description, please click this link: Feedback and Information Governance Support Officer 

IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.