Information, Performance and Feedback Officer

Can you turn information into action and help drive continuous improvement?What’s the role all about?As an Information, Performance and Feedback Officer, you'll play a key role in our newly expanded team within the Business Practice and Performance Service, helping to shape how the Council learns, improves and delivers for residents.This is a varied and rewarding role where you'll work across information governance, corporate performance, assurance and feedback functions, ensuring the organisation has the insight, evidence and processes needed to deliver high-quality services.You'll support compliance with statutory and regulatory requirements, contribute to the development of corporate performance and assurance frameworks, and help promote transparency and accountability across the Council. By analysing complaints, customer feedback, information requests and performance data, you'll turn information into meaningful insight that drives service improvement and organisational learning.Working closely with managers and services across the organisation, you'll provide professional advice, guidance and analysis to support informed decision-making, identify opportunities for improvement and help ensure residents receive the best possible outcomes. If you're someone who enjoys solving problems, interpreting data, influencing positive change and making a real difference, this could be the role for you.What will your day look like? You will coordinate and support the handling of access to information and information rights requests, ensuring responses are accurate, timely and compliant with legislative requirements and corporate procedures. You’ll provide advice and support to services, helping colleagues understand their responsibilities and promoting best practice in information management and compliance.A key part of the role will involve producing and maintaining performance reports, dashboards and management information, transforming data into meaningful insight that supports decision-making, drives accountability and strengthens organisational assurance. You’ll ensure information is accurately recorded and maintained across corporate systems, supporting the Council’s commitment to transparency and continuous improvement.You will also undertake research, benchmarking and horizon scanning activities, identifying emerging trends, risks, opportunities and examples of best practice that can help improve performance, compliance and service delivery across the organisation.Working closely with colleagues and stakeholders, you’ll support the identification, monitoring and delivery of learning and improvement actions arising from customer feedback, complaints and Ombudsman findings. By analysing themes and recognising areas of concern, you’ll help ensure lessons are learned, good practice is shared and improvements are embedded. Your work will contribute to strengthening compliance with the Local Government and Social Care Ombudsman’s Complaint Handling Code while helping to deliver better experiences and outcomes for residents.Who are we looking for? We are looking for someone with experience in information governance, performance, assurance, complaints, feedback, policy, service improvement, or a related function within a complex organisation. You'll be confident in providing clear advice, guidance and support to managers, colleagues and stakeholders, helping to drive informed decision-making and positive outcomes.You will have a strong understanding of performance management principles and how data and information can be used to monitor performance, strengthen accountability and support continuous service improvement. Experience of customer feedback, complaints handling and organisational learning will enable you to identify opportunities for improvement and help shape better services.Knowledge of local government governance, performance frameworks and regulatory requirements would be beneficial, although it is not essential.The successful candidate will be an analytical thinker, able to interpret complex information, identify emerging trends, risks and opportunities, and translate findings into meaningful insights and actionable recommendations. Alongside this, you will possess excellent organisational skills, with the ability to manage competing priorities, meet deadlines and maintain consistently high levels of accuracy and attention to detail in a fast-paced environment.For more information please contact:Paul Ellis via Paul.Ellis@nelincs.gov.ukKey Dates

• Closing date – 8th November
• Interviews – 17th November

We want you to have the best interview experience with us, so will provide candidates selected for interview their questions 24 hours in advance of meeting us.

Check out our NELC Benefits brochure attached for more information on the brilliant benefits available working at North East Lincolnshire Council!

We reserve the right to close our adverts early if we have received a significant volume of suitable applications.

We love AI and think it plays a great role in the world of work. However, for your application, we want to hear from YOU! As such, we will be testing applications to determine the use of AI, and applications that have heavily utilised the function will be scrutinised for suitability.

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