Description
We are seeking an experienced and motivated Complaints & Information Governance Officer to join our Children's Services team.
This is a key role with a primary focus on managing and coordinating both corporate complaints and Children Act 1989 statutory complaints, ensuring that concerns raised by children, young people, families and residents are handled fairly, sensitively and in accordance with statutory requirements and corporate standards.
Alongside complaints management, the postholder will support the delivery of Information Governance responsibilities, including Freedom of Information requests, Subject Access Requests, data protection enquiries and Members' Enquiries.
This is an exciting opportunity for someone who is passionate about customer experience, service improvement and ensuring that the organisation learns from feedback.
About the Role
As Complaints & Information Governance Officer, you will be responsible for managing complaints from receipt through to resolution, supporting robust investigations and ensuring responses are clear, timely and customer-focused.
You will work closely with managers, practitioners and senior leaders across Children's Services to coordinate investigations, identify learning outcomes and monitor performance.
Key responsibilities include:
- Managing and coordinating Corporate and Children's Statutory Complaints.
- Providing advice and guidance to managers on complaint handling, statutory requirements and best practice.
- Supporting the administration and progression of all stages of the Children's Social Care statutory complaints process.
- Ensuring complaint responses are comprehensive, balanced, evidence-based and compliant with timescales.
- Liaising with complainants, service areas and external bodies, including the Local Government and Social Care Ombudsman.
- Analysing complaint trends and identifying opportunities for service improvement.
- Producing performance reports and management information relating to complaints and customer feedback.
- Supporting Information Governance functions including Freedom of Information requests, Subject Access Requests and data protection enquiries.
- Coordinating responses to Members' Enquiries and ensuring deadlines are met.
- Maintaining accurate records and ensuring compliance with relevant legislation, policies and procedures.
About You
We are looking for someone who has:
- Experience of managing and investigating complex complaints in a local authority, public sector or similar environment.
- Knowledge of corporate complaints processes and a good understanding of Children's Social Care statutory complaints procedures.
- Experience of drafting high-quality correspondence and reports.
- Strong analytical and investigative skills with excellent attention to detail.
- The ability to build positive relationships with a wide range of stakeholders.
- Experience of working within Information Governance, Data Protection, Freedom of Information or related functions.
- Excellent organisational skills and the ability to manage competing priorities and deadlines.
- A commitment to excellent customer service and continuous improvement.
Why Join Us?
This is a rewarding opportunity to play a central role in improving outcomes for children, young people and families by ensuring their voices are heard and that learning from feedback drives service improvement.
We offer:
- Flexible and hybrid working arrangements.
- Local Government Pension Scheme.
- Generous annual leave entitlement.
- Learning and development opportunities.
- Employee wellbeing support.
- A supportive and collaborative team environment.