Freedom of Information Officer

Freedom of Information Officer
Location: Wales (various locations)
Pay rate: £16.10 p/hr (Annual equivalent of £30,994) – 37 hours a week.

About the Role:
We are seeking a dedicated and experienced Freedom of Information Officer to join our clients dynamic Customer Management Team. In this role, you will:

• Respond to Complex Enquiries: Handle customer enquiries through various channels, ensuring compliance with relevant legislation, including the Re-use of Public Sector Information Regulations, Freedom of Information Act (2000), and Environmental Information Regulations (2004).
• Coordinate Responses: Liaise with and support technical leads across the organisation, ensuring clarity and compliance in responses to information requests.
• Data Analysis and Presentation: Analyse large volumes of complex data, presenting it in a customer-focused manner, adhering to applicable legislation and relevant contracts/licenses.
• Performance Management: Meet performance and standard targets, escalating any risks to the management team.
• Support Team Members: Assist colleagues with complex casework, developing a specialist skill set and expertise.
• Exemplary Customer Care: Promote and maintain the highest standards of customer service across all activities.
• Flexible Working: Collaborate with the Customer Management Team, contributing to the role’s development and helping the organisation become a leading provider of public sector customer service.
• Continuous Improvement: Provide input into the development of new systems and processes, fostering a culture of continuous improvement.

About You:
To be successful in this role, you will have:

• Excellent Communication Skills: Ability to effectively and persuasively communicate with both internal and external customers.
• Legislative Knowledge: Understanding of relevant legislation and a working knowledge of the organisation’s charging and data licensing policy.
• Data Handling Expertise: Familiarity with principles for handling personal data and security policies, especially when dealing with financial information.
• Customer Management Experience: Experience in a multi-channel Customer Management Team and proficiency with Microsoft applications, including Customer Relationship Management (CRM) systems.
• Adaptability: Ability to adapt to changing priorities and customer demands and work collaboratively to enhance customer service.