RQ - Complaints and Access to Information Coordinator

Job Title: Complaints and Access to Information Co-ordinator

Salary: £23.71 (umbrella)

Location: London Borough of Enfield

Contract Type: Agency 6 months contract - Deadline - 19/01/2026

Department: Environment & Communities Team: Complaints & Access to Information

Reports to: Senior Complaints & Access to Information Officer

About the Role

Are you passionate about delivering high-quality customer service and ensuring transparency in public services? Enfield Council is seeking a proactive and detail-oriented Complaints and Access to Information Co-ordinator to join our dynamic team. You will play a crucial role in coordinating and quality assuring the handling of statutory and non-statutory complaints, Freedom of Information (FOI) requests, Member and MP enquiries, and access to records requests. Your work will ensure that responses are timely, accurate, and reflective of Enfield Council's commitment to openness and accountability. The current priority for the role is to reduce the backlog of complaints and FOI requests, supporting the council in meeting its statutory responsibilities and improving the overall customer experience.

Key Responsibilities

• Manage and coordinate responses to complaints, FOI requests, and enquiries across departments.
• Reducing the current backlog of Complaints & FOIs
• Liaise with customers, elected members, MPs, and external bodies including the Ombudsman.
• Provide clear and concise written responses and ensure they meet organisational standards.
• Monitor performance against deadlines and escalate any delays.
• Provide advice and support to council staff on FOI and Data Protection compliance.
• Identify and manage reputational risks, working closely with the Press Office on contentious issues.

What We're Looking For Essential:

• Strong communication and influencing skills with the ability to convey complex issues clearly.
• Proven experience in a customer-facing role and an understanding of complaint handling processes.
• Excellent organisational skills and ability to manage multiple deadlines.
• Strong analytical skills and attention to detail.
• Competence in using standard IT software.
• Risk awareness and political sensitivity.

Desirable:

• Experience with CRM systems or FOI/information request tracking tools.
• Knowledge of the General Data Protection Regulation (GDPR).

If you think this job role is for you, please send your CV to