Customer Feedback and Access to Information Officer ( Social Work) - Internal

Job Purpose:

Before applying for this job, it is important that you read the Applicant Guidance by clicking on this link and the Job Profile attached. These explain the job role and the type of person we're looking for.

Location: Marischal College, Broad Street, Aberdeen

Duration: Fixed Term, Full Time

Roles that require PVG Membership

Please note that with effect from 1 April 2023, where a role requires PVG membership, candidates will be required to meet the cost of the PVG membership. This applies only to roles with a full time equivalent salary of £30,000 and above. (Teaching roles and jobs at Grade 12 and above (currently £32,555 per annum / £16.92 per hour)

The Council will pay for the PVG membership cost initially, either £18 for existing PVG scheme members, or £59 for non-members, and this cost will be deducted from an employee’s first FULL month’s salary payment.

job purpose/about the role

The purpose of this role is to ensure that all customer feedback, elected member enquiries and access to information requests relating to social work are handled in a timely, accurate and balanced way, meeting statutory response targets whilst ensuring compliance with the relevant procedure and legislation. Responsible for only releasing information judged appropriate for disclosure and removing/redacting any inappropriate data from documents in a secure manner. The post holder will be methodical in their approach, demonstrating sound judgement, attention to detail and a strong customer service ethos

We are seeking a self motivated individual to join the busy Customer Feedback and Access to Information (Social Work) team to focus on Subject Access Requests for a period of up to 1 year. The successful post holder will be responsible for accurately processing subject access requests from people with experience of care, ensuring compliance with legislation, regulations, and policies. Redaction and quality assuring records prior to disclosure is key part of the role and the post holder must therefore be methodical in their approach, demonstrating sound judgement and attention to detail. A strong customer focus is also essential.

The post holder needs to hold as a minimum:

Degree qualification in a related discipline or equivalent experience.

The postholder is able to demonstrate:

• An ability to plan, organise and prioritise workload to respond to pressurised deadlines. 
• An ability to respond flexibly to conflicting, challenging and simultaneous demands. 
• An ability to identify and apply best practice in relation to customer feedback, enquiries and complaints. 
• An ability to build relationships, negotiate and influence to ensure feedback and requests are handled appropriately. 
• An ability to communicate complex topics in a clear manner to colleagues, customers and elected members. 
• An ability to follow precise procedures, protocols and to demonstrate sound judgement in decision making. 
• An ability to collate and analyse complex information. 
• An ability to work on one’s own initiative with minimal supervision. 
• An ability to aid and guide others. 
• An ability to use a range of computer packages including Microsoft Teams, Office 365, Sharepoint and data managing systems. 
• An ability to communicate effectively both written and verbally
• An ability to deal with difficult and vulnerable customers with empathy and professionalism.

About Us

Please see Job Profile for further details.

Aberdeen City Council is an equal opportunities employer and we are committed to equality, diversity and inclusion.

Flexible Working

We are happy to talk flexible working and offer flexible working for most roles in the organisation meaning that many of our employees enjoy the freedom of choosing a working pattern that suits them as much as it suits the organisation.

Disability Confident

We are a Disability Confident Employer.  If you consider yourself to have a disability and think you may require a reasonable adjustment to be made for this part of the selection process, or would like further information in relation to reasonable adjustments, please contact AskHR@aberdeencity.gov.uk.

Armed Forces

We are a forces-friendly employer, have signed the Armed Forces Covenant and are a silver award recipient in the Defence Employer Recognition Scheme.  We have a specific email address for those in the forces, those who have left the forces, as well as their partners / spouses / families: armedforces@aberdeencity.gov.uk.  We are able to answer questions about jobs and our application / selection process, as well as about our employee support provisions.

Guaranteed Interview Scheme

We have a number of guaranteed interview schemes available to applicants who meet the minimum criteria for our roles and who:

• have a disability
• are care-experienced and aged 16-29
• are aged 16-24 and live in Aberdeen City or have been to an Aberdeen City Council school and are applying for a Modern Apprenticeship (except Trades apprenticeships)
• have done a Foundation Apprenticeship with Aberdeen City Council and are applying for any apprenticeships relevant to the area in which they did their Foundation Apprenticeship
• are New Scots aged 16-24 and are applying for any apprenticeships

Further information can be found at https://www.aberdeencity.gov.uk/services/jobs