Complaints and Information Manager (35hpw), Inverness - HGH22009

Highland Council; Inverness; Hybrid; GBP 42,000 - 54,000; Full time

Job summary

The Highland Council in Inverness is seeking a Complaints and Information Manager (35hpw) to provide leadership and strategic oversight of the Council's Complaints and Information functions, ensuring high quality, timely and legally compliant handling of complaints, FOI requests, SARs, MP/MSP correspondence and wider customer contact.

The post will champion excellence in complaint resolution and information governance best practice, support statutory compliance, and act as a key liaison with the

Qualifications

• Experience leading complaints handling and information governance.

Responsibilities

• Provide leadership and strategic oversight of the Council's Complaints and Information functions, ensuring high quality, timely and legally compliant handling of complaints, FOI requests, SARs, MP/MSP correspondence and wider customer contact.
• Champion excellence in complaint resolution and information governance best practice, support statutory compliance including Data Protection and FOI legislation, and liaise with the SPSO to adhere to the Model Complaints Handling Procedure.
• Lead and coach staff, drive continuous improvement, promote accountability across services, and use insight and data to enhance customer experience and organisational performance.

Job description

Complaints and Information Manager (35hpw), Inverness - HGH22009

Post Title: Complaints and Information Manager

Location: Headquarters, Inverness (Hybrid working available)

Hours: 35 hours per week

Duration: Permanent

Salary placing will normally be at the first point of the scale.

Contact Person: Donna Sutherland Email: [e-mail]

Job Purpose:

This post sits within the Corporate Cluster as part of the Legal and Corporate Governance Section. The role is within the wider Insurance, Risk Management, Complaints and Information Team.

To provide leadership and strategic oversight of the Council's Complaints and Information functions, ensuring high

quality, timely, and legally compliant handling of complaints, Freedom of Information (FOI) requests, Subject Access Requests (SARs), MP/MSP correspondence, and wider customer contact.

The post holder will champion excellence in complaint resolution and information governance best practice, support statutory compliance (including Data Protection and FOI legislation), and act as a key liaison with the Scottish Public Services Ombudsman (SPSO) to support adherence to the Model Complaints Handling Procedure (MCHP), strengthen quality assurance, and embed learning across the organisation.

The role will lead and coach staff, drive continuous improvement, promote accountability across services, and use insight and data to enhance customer experience and organisational performance.

Please find the Job Description below.

The Highland Council understands that diversity fosters creativity and innovation. We are committed to equality of opportunity and being fair and inclusive. We welcome applications from people from all backgrounds, representative of the communities we serve and particularly encourage applications from candidates who are likely to be under-represented in our workforce.

As a disability confident employer, we guarantee to interview all disabled applicants who meet the minimum essential criteria requirements for the post.

Shortlisted applicants will normally be contacted by email, unless otherwise stated. Please check your emails regularly, including your junk/spam folder.

Requirements

/FOI

or resolution within a large and complex organisation.