SERVICE IMPROVEMENT & INFORMATION MANAGEMENT OFFICER

About The Service
Rent Smart Wales requires landlords to register and become licensed or employ a licensed agent in their place to undertake letting and management tasks. Cardiff Council has been designated as the single licensing authority to administer this legislation across Wales. The service was established in November 2015. It benefits from web based systems designed with the customer in mind, contact centre telephone technology, partnership arrangements with the 22 authorities across Wales and is being supported by a comprehensive marketing campaign being led by Welsh Government.
About the job
The Service Improvement and Information Management Officer’s role is to take the lead when dealing with customer complaints, providing high quality customer service while investigating and resolving any issues that arise. They will then recommend and implement new processes and procedures to ensure that any areas of improvement identified by a response to a complaint are resolved, ensuring the best possible customer experience. Alongside this the Service Improvement and Information Management Officer will be responsible for working closely with the Rent Smart Wales management team and Information Governance Team to secure service improvements and ensure that legal obligations are met. They will also investigate and respond to Member enquiries, ombudsman cases, data subject access requests, FOI requests all while ensuring appropriate responses are issued within deadlines.
What We Are Looking For From You
We are looking for a highly motivated and committed individual who is able to investigate complicated sets of information, including case histories, legislation and statistical reports, draw conclusions, and communicate them effectively to a wide range of stakeholders in both a written and verbal format.
Additional information
As this role is critical to the success of Rent Smart Wales, the start date for the post is as soon as possible. This post is suitable for post-share. We welcome applications in both English and Welsh. Applications received in Welsh will not be treated less favourably than English applications. Due to the current interim working arrangements, we are unable to provide recruitment packs or accept application forms via the post. Due to the current COVID -19 circumstances the interview process for this role will be held on a virtual basis using an appropriate online platform. If you have any concerns around your ability to participate in a virtual interview process please contact William.Gledhill@cardiff.gov.uk for a discussion. Please note the Council does not accept CV’s. When completing the supporting information section of your application, please ensure you refer to the below located on our website: Important information you need read in order to complete your application:- • Application Guidance • Applying for jobs with us • Behavioural Competency Framework Additional Information:- • Employee Charter • Recruitment of Ex-Offenders • Privacy Notice
Job Reference: RES00999