Complaints and Information Manager

Are you driven by the challenge of turning insight into organisational improvement? We are looking for a Complaints & Information Manager who can lead high-quality, compliant services across our client's organisation to strengthen relationships with key stakeholders, and champion a culture of learning and continuous improvement.

This is a pivotal leadership role, based in Barnet, where you'll guide a central team, work closely with senior leaders, councillors and MPs to ensure transparency, accountability and excellent customer service.

This is a temporary position, paying up to £24 per hour.

Role responsibilities

• Manage and monitor complaints and member enquiries
• Equip and support complaint handlers and managers to deliver high quality, timely responses
• Oversee thorough investigations, carrying them out or delegating as appropriate
• Act as a key contact for councillors and MPs, representing the business professionally and resolving issues quickly
• Lead inhouse systems for handling and monitoring information rights requests including Freedom of Information requests, Environmental Information requests and Data Subject Access requests
• Work with service managers and partners to provide the information to assist in handling all stages
• Manage the interface with executive, board directors, councillors and MPs, managers and customers on complaint and enquiry handling
• Analyse complaint trends and identify areas of improvement
• Develop policies and procedures, process maps and workflows
• Research latest business intelligence, legislation changes and drive operational performance
• Ensure performance targets are met

Role Requirements

• Have previous experience either in a similar role or have significant experience of dealing with complaints, information rights requests from customers and stakeholders
• Have strong IT skills and have worked with QL and SharePoint
• Ability to manage a high performing team
• Excellent verbal and written communication skills, including the ability to flex communication styles for different audiences
• Highly organised

This is an exciting opportunity to lead a high-profile service, influence real change and help deliver a better experience. Ready to make an impact? Apply today!

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

Tate is acting as an Employment Business in relation to this vacancy.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.