Complaints and information manager

Venn Group; London; On-site; GBP 40,000 - 55,000; Full time

Job summary

A local authority is looking for an Interim Complaints and Information Manager to handle increased customer complaints and FOI requests. This role involves developing streamlined processes and overseeing service transitions to enhance customer interaction. Ideal for candidates with local authority experience and strong communication skills.

Benefits

Venn Group’s Recommendation Scheme: earn vouchers

Qualifications

• Experience managing complaints and FOI requests in a local authority.
• Ability to liaise with various stakeholders including Councillors.
• Experience building triage systems or equivalent processes.

Responsibilities

• Manage increase in complaints and FOI requests efficiently.
• Develop procedures across service areas in the Contracts division.
• Oversee transition of Customer team between divisions.

Skills

Problem Solving

Communication

Customer Service

Job description

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Complaints and Information Manager, London

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Client:

Location:

London, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

1c9747216ce0

Job Views:

3

Posted:

02.06.2025

Expiry Date:

17.07.2025

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Job Description:

Interim Complaints and Information Manager

Based in Sussex, hybrid working

Length: 6 Months

Inside IR35

We are supporting a Sussex-based Local Authority to recruit a Complaints and Information Manager to handle an increased volume of complaints and FOI requests across the Greenspaces team.

Key Responsibilities of the Interim Complaints and Information Manager:

• Help manage the increase in complaints and FOI requests, ensuring relevant correspondence and actions are addressed promptly
• Develop a standardized approach across all service areas in the Contracts division for handling complaints, coordinating with the Chief Executive’s Office, Councillors, and Customer Service
• Establish a Triage system with appropriate processes to manage complaints, reviewing consistency across teams within the Contracts Division
• Oversee the transition of the Customer team from the Green Spaces team to the Contractor Team

*Venn Group’s “Recommendation Scheme”: If you recommend a candidate who is subsequently placed by Venn Group (for at least 2 weeks), you will be eligible for vouchers from a selection of high street organizations.