Complaints & Information Officer

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, Scotland

Contract Type: Fixed-Term (18th August 2025 - February 2026)

Salary: Competitive, based on experience

Hours: Full-time (35 hours per week)

🎯 Key Responsibilities
Receive, log, and acknowledge complaints and information requests in a timely manner

Investigate complaints thoroughly, liaising with relevant departments and stakeholders

Draft clear, accurate, and sensitive responses in line with organizational standards

Ensure compliance with the Freedom of Information (Scotland) Act 2002 and Data Protection legislation

Maintain accurate records and produce regular reports on complaint trends and outcomes

Provide advice and guidance to staff on complaint handling and information governance

Identify areas for service improvement based on feedback and complaint analysis

Support 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 service

Excellent customer care skills

Effective communication and team working skills

Effective report and letter writing skills using MS Word and Adobe software
Good skills in data analysis and evaluation

Accuracy and attention to detail

Being able to work to strict deadlines

Excellent self-management and time management skills

If you are interested or would like some more information, please contact us on 01463 240590 or email