Complaints & FOI Business Support Officer

About the role

We are seeking a Complaints & FOI Business Support Officer to join a busy Local Authority team in Bexleyheath. The role is hybrid, with two days in the office and three days remote, and starts immediately on an ongoing temporary basis.

Key responsibilities

• Log complaints, Freedom of Information (FOI) requests and member enquiries into the Council’s iCasework system.
• Allocate cases to appropriate service areas and monitor due and overdue items weekly.
• Support the Council in meeting statutory deadlines and performance targets.
• Redact Children’s Social Services Subject Access Requests, ensuring removal of third‑party personal data.
• Prepare files for Social Workers’ review and maintain accurate case records.
• Provide high‑quality administrative support to the Complaints and Information Governance function.

Required profile

• Previous experience processing complaints and FOI requests.
• Familiarity with case management systems, preferably iCasework.
• Knowledge of Subject Access Requests and document redaction processes.
• Strong organisational skills and attention to detail when handling confidential information.
• Experience within a local authority, public sector or information‑governance environment.

Required skills

• iCasework (case management system)

What we offer

• Hybrid working arrangement (2 days onsite, 3 days remote).
• Competitive hourly rate of £15.68.
• Opportunity to work within a dynamic local authority team.