How you'll make a difference:
As a Feedback and Information Governance Officer within the Department for People, you will play a vital role in supporting some of our most vulnerable residents. By resolving concerns and responding to requests for information, you will help ensure people receive a fair, transparent and responsive service.
What you will be doing:
- You will provide advice and guidance to residents and colleagues on all aspects of customer feedback, including complaints, compliments and comments.
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You may be involved in dealing with the investigation of data breaches and information requests, such as subject access requests and freedom of information requests.
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Supporting the development and effective management of the department's complaints procedures, you will ensure compliance with the Children Act 1989 and other relevant legislation and statutory guidance.
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It will be your responsibility to produce, analyse and monitor performance information relating to complaints and service feedback, helping to identify trends, drive service improvements and support effective information governance practices across the department.
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As a key point of content for both internal and external stakeholders, you will respond to enquiries via telephone and written correspondence and provide coaching and support to colleagues responsible for investigating and responding to complaints.
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Where appropriate, you will support the delivery of statutory surveys of adult social care users and carers, including coordinating responses, collating and entering data and assisting with the analysis and reporting of results.
What we need from you:
- It is essential that you hold GCSEs (grades A - C) or equivalent qualification in English and maths.
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You will have relevant practical experience and training, together with a sound understanding of the processes, procedures, regulations and codes of practice within a health and social care setting or similar organisation.
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We require you to have considerable experience in a customer-focused environment, with the confidence to build effective relationships and ability to influence and support others through your knowledge and understanding of the service area.
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You must have strong teamwork skills, alongside the ability to provide guidance and supervision to colleagues to help achieve organisational objectives.
What you need to know:
- This role is hybrid, with a mixture of working at our office in Yate and working from home.
Interviews to be held on the 12th August 2026.
How a career at South Gloucestershire Council is different:
- We know our team work best when they have balance in their lives, and we offer genuine flexibility to help them achieve that work/life balance.
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What’s special here is the strength of the team ethos, the support and the training.
- We recognise that our diverse team of skilled and dedicated people make us a great place to work. We welcome applications from everyone and ensure that individuals are selected, promoted and developed on the basis of their merits and abilities.
Our teams at South Gloucestershire Council are making a real difference to the lives of people who live, work and learn here.
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We’re providing essential services across our internal network to ensure we can fully support our community.
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We’re positive and forward thinking, always looking for new and innovative ways of working work and we’re ambitious about the future.
We've achieved a great deal, but we need talented and dedicated people to ensure we continue to make a difference.
We’re making a difference be part of it!
To view the full job description, please click this link: Feedback_Info_Govern_Officer_SGC1310 job description.
