Corporate Complaints and Information Services Manager

TN United Kingdom; East Midlands; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated leader for its Complaints and Information Management Service. This unique role involves managing complaints, ensuring compliance with GDPR, and promoting best practices across the organization. The position offers flexible working arrangements and a supportive environment for professional development. Join a committed team focused on continuous improvement and making a positive impact in the community. If you have strong leadership skills and a passion for public service, this opportunity is perfect for you.

Benefits

Flexible working opportunities

28 days annual leave plus bank holidays

Local Government Pension Scheme

Opportunities for learning and development

Free on-site parking

Qualifications

• Experience managing complaints and FOI services in the public sector.
• Understanding of legislative frameworks including GDPR.

Responsibilities

• Lead and manage the Corporate Complaints and Information Service.
• Develop frameworks for monitoring and resolving complaints.
• Ensure compliance with statutory guidelines for FOI and records management.

Skills

Complaint Management

Freedom of Information (FOI)

Leadership

Data Protection (GDPR)

Report Writing

Relationship Building

Education

Degree-level qualification

Job description

Organisation: Leicestershire County Council

Work Location: County Hall, Glenfield, Leicester LE3 8RA

Worker Category: Hybrid Worker

Contract Type: Fixed Term 12-month contract

Closing Date: 21/5/2025

Job Description:

About the Role

This is a unique and varied role, leading Leicestershire County Council’s Complaints and Information Management Service. We are a small, dedicated, and professional team that includes Corporate Complaints, Freedom of Information (FOI), and Records Management.

This post is politically restricted; the post holder is disqualified from undertaking certain political activities under the Local Government Officers (Political Restrictions) Regulations 1990.

Main duties and responsibilities

1. Lead and manage all aspects of the Corporate Complaints and Information Service within Business Support.
2. Develop and maintain an effective framework for recording, monitoring, and resolving complaints and compliments.
3. Produce and deliver reports on complaints handling for governance bodies including Scrutiny, in line with schedules.
4. Act as the Council’s Link Officer with the Local Government Ombudsman for investigation, coordination, and resolution of complex complaints.
5. Ensure statutory duties are adhered to for Social Care complaints.
6. Promote best practice in complaints handling across the County Council to prevent maladministration.
7. Develop the Records Management Service ensuring records are processed, stored, and maintained in compliance with statutory guidelines (Data Protection and GDPR).
8. Ensure FOI requests are processed efficiently and in line with statutory guidelines.
9. Maintain effective communication with departments, including attendance at Management Team meetings, to support continuous improvement.
10. Analyze performance data related to complaints, FOIs, and Records Management to inform improvements.
11. Contribute to the development of Corporate Resources Business Services and deputize for the Head of Business Services as needed.

About You

• A degree-level qualification, preferably in a related field.
• Experience managing and advising on complaints and FOI services, preferably in the public sector.
• Understanding of legislative and regulatory frameworks including GDPR.
• Ability to interpret complex information, produce reports, and manage KPIs and improvements proactively.
• Leadership skills to manage and direct teams effectively.
• Excellent influencing, negotiation, and relationship-building skills across different levels and backgrounds.
• Proven track record of developing effective working relationships and professional development.

What we offer:

• Flexible working opportunities and access to employee benefits including a car lease scheme.
• 28 days annual leave plus bank holidays, increasing to 33 days after 5 years, with options to buy additional leave.
• Local Government Pension Scheme with a generous employer contribution.
• Opportunities for learning and development.
• Excellent office location near Fosse Park, with free on-site parking and good access to M1 and M69.

We are committed to equality, diversity, and inclusion, and reasonable adjustments will be considered for applicants with disabilities.

Interested in Flexible Working?

We support work-life balance through flexible arrangements. For discussions on options such as part-time, remote, or flexible hours, please contact the specified person.

Contact for more information or informal discussion:

Enter name and job title: Chelsea O'Neil

Telephone: [phone]

Email: [please insert email]

For application issues or requesting an alternative format, contact our Employee Service Centre at 0300 303 0222 or via our online portal.

By applying, you agree to our terms and conditions.