Complaints & Information Officer

Blue Arrow

  • Inverness
  • Contract
  • Full-time
  • 24 days ago
We are seeking a proactive and empathetic Complaints and Information Officer to join our client's team in Inverness on a fixed-term basis. The successful candidate will play a key role in managing and resolving complaints, handling information requests, and ensuring compliance with relevant legislation and internal policies. This is a vital position that supports transparency, accountability, and continuous improvement across the organization.Location: Inverness, ScotlandContract Type: Fixed-Term (18th August 2025 - February 2026)Salary: Competitive, based on experienceHours: Full-time (35 hours per week)🎯 Key Responsibilities
Receive, log, and acknowledge complaints and information requests in a timely mannerInvestigate complaints thoroughly, liaising with relevant departments and stakeholdersDraft clear, accurate, and sensitive responses in line with organizational standardsEnsure compliance with the Freedom of Information (Scotland) Act 2002 and Data Protection legislationMaintain accurate records and produce regular reports on complaint trends and outcomesProvide advice and guidance to staff on complaint handling and information governanceIdentify areas for service improvement based on feedback and complaint analysisSupport internal audits and contribute to policy reviews related to complaints and information management👤 Person Specification
Essential:
Significant and relevant experience of working within a customer/administrative serviceExcellent customer care skillsEffective communication and team working skillsEffective report and letter writing skills using MS Word and Adobe software
Good skills in data analysis and evaluationAccuracy and attention to detailBeing able to work to strict deadlinesExcellent self-management and time management skillsIf you are interested or would like some more information, please contact us on 01463 240590 or emailBlue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.

Blue Arrow