Customer Services

Customer Services & Information Governance Officer – East Sussex County Council

Salary: £37,581–£40,155 per annum pro rata
Location: County Hall, Lewes, East Sussex, BN7 1UE
Contract: Permanent
Job Type: Part-time
Working Hours: 24 hours per week across five working days
Working Pattern: Hybrid – work from home up to 3 days per week
Vacancies: 1
Job Reference: 4556
Closing Date: 2 November 2026
Visa Sponsorship: The council advises applicants who require sponsorship to inform the hiring manager so eligibility for the role can be checked. Sponsorship is not guaranteed.

About the Role

East Sussex County Council is looking for a Customer Services & Information Governance Officer to join its supportive team in Lewes.

This opportunity is ideal for someone who enjoys solving complex problems, helping people find answers and improving customer services. You will coordinate responses to complaints and information requests while supporting colleagues with information governance matters.

You will also help the council learn from complaints and enquiries, identify opportunities for improvement and deliver better outcomes for customers.

Key Responsibilities

• Coordinate responses to corporate complaints and customer enquiries.
• Manage Freedom of Information (FOI) requests.
• Handle Environmental Information Regulations (EIR) requests.
• Coordinate Data Protection Subject Access Requests (SARs).
• Help customers find resolutions to complex issues.
• Support colleagues with information governance matters.
• Use feedback and learning from complaints to improve services.
• Manage your own caseload and contribute ideas for service improvement.

Working Hours and Hybrid Working

This is a part-time permanent position requiring 24 hours per week across five working days.

The successful candidate will work within the council’s office hours, with agreed working hours arranged across the week.

Hybrid working is available, with the option to work from home for up to three days per week.

Essential Skills and Experience

The council is looking for candidates who can demonstrate the ability to:

• Communicate clearly, accurately and confidently with a wide range of people.
• Plan and organise a varied workload while meeting competing deadlines.
• Use initiative to solve complex problems and improve processes.
• Analyse, interpret and present complex information accurately.
• Work collaboratively and build effective professional relationships.

Applicants should also review the full job description and person specification, which contain 18 essential criteria covering skills, abilities, knowledge, experience, values and behaviours.

Benefits of Working for East Sussex County Council

The role offers the opportunity to combine customer service with specialist information governance work.

You will manage your own caseload, contribute to service improvements and develop your expertise while receiving support from a small, friendly and approachable team.

The council also offers a range of employee benefits. Details are available on the official benefits page.

How to Apply

Applicants must submit a CV and a supporting statement explaining how they meet the five criteria listed in the advert and the 18 essential criteria in the person specification.

Relevant examples may come from employment, voluntary work, education, training, life experience or personal interests.

Before applying, download and review the Job Description and Person Specification.

Additional guidance is available through the council’s application guidance page and statement on the use of AI.

Closing date: 2 November 2026. The recruitment listing also displays 1 November 2026, so applicants should confirm the deadline on the official application page and apply early.

Interview and Selection Process

Interviews are scheduled to take place in person at County Hall, Lewes, during the week commencing 9 November 2026.

The selection process will also include exercises on the same day. Applicants who are unavailable that week should inform the hiring manager, as an alternative date may be possible.

Candidates who meet certain criteria may receive priority during shortlisting. Further information is available on the council’s priority status page.

For an informal discussion about the role, contact Sophie Webb, Team Manager Customer Services, by emailing sophie.webb@eastsussex.gov.uk to request a Microsoft Teams call or telephone conversation.

Employer: East Sussex County Council
Job Reference: 4556