Description
You will coordinate and monitor a varied portfolio of correspondence and casework and enquiries, including complaints and general enquiries, member and MP casework, Freedom of Information (FOI) and Environmental Information Regulations (EIR) requests, Internal Review Requests (IRRs), ombudsman enquiries and legal requests.
You will manage shared mailboxes, triage incoming requests, allocate work to the appropriate teams and ensure records and supporting information are accurately maintained on shared systems.
You will also monitor response deadlines, track performance against agreed key performance indicators (KPIs) and produce regular reports to help managers understand demand, identify trends and address areas of concern.
Beyond day-to-day administration, you will contribute to service improvement initiatives, helping to streamline processes, strengthen information management and improve the quality of information available to residents through the Council's website and other communication channels.
Key responsibilities:
- Coordinate the accurate logging, allocation and tracking of casework, complaints and information requests.
- Manage shared mailboxes and ensure enquiries are directed to the appropriate officers promptly and accurately.
- Maintain effective databases, spreadsheets, electronic filing systems and shared casework records.
- Monitor statutory and internal deadlines, follow up outstanding responses and escalate potential delays to the appropriate officers.
- Produce weekly and monthly performance reports, including KPIs, volumes, response times and emerging trends, using systems such as Microsoft Excel, Dynamics and 3sixty and other service systems.
- Use data to identify recurring issues, backlogs and opportunities to improve administrative processes and service delivery.
- Work collaboratively with operational teams, Business Services, Data Analysts and colleagues across the Council to support efficient casework management.
- Support the preparation and quality assurance of departmental FOI and EIR responses, ensuring compliance with relevant legislation and Council procedures, and escalating complex or sensitive matters appropriately.
- Help maintain accurate, accessible and up-to-date website content and guidance so residents can find clear information about Parking Services.
- Contribute to projects, procedure reviews, staff guidance, training and continuous improvement initiatives as required.
- Ensure all work complies with relevant legislation, Council procedures, information governance and data protection requirements.
The role offers the opportunity to do more than maintain administrative processes. You will help identify what is driving enquiries and complaints, support evidence-based decision-making and contribute to improvements in systems, reporting and customer information.
Working alongside colleagues across operational services, Business Services and data and insight functions, you will have the opportunity to develop your skills in performance management, data analysis, project support and service improvement.
We are looking for someone who is motivated, adaptable and keen to make a tangible contribution. You will take ownership of your responsibilities, work collaboratively across teams and help us find better ways to manage casework, improve performance and provide residents with clear, useful information.