Corporate Complaints and Information Services Manager

Leicestershire County Council; East Midlands, Leicester; Hybrid; GBP 47,000 - 53,000; Full time

Job summary

An established industry player seeks a dedicated professional to lead their Complaints and Information Management Service. In this dynamic role, you will oversee a small, committed team, ensuring effective handling of corporate complaints and adherence to statutory guidelines. Your expertise in legal and regulatory frameworks will be crucial in driving continuous improvement and fostering positive relationships across departments. With a commitment to equality and diversity, this role offers flexible working opportunities and a supportive environment for professional development. If you're passionate about enhancing public service and making a real impact, this is the perfect opportunity for you.

Benefits

Flexible working opportunities

28 days annual leave

Local Government Pension Scheme

Learning and development opportunities

Free on-site parking

Qualifications

• Experience in managing and advising on complaints and FOI services.
• Understanding of legislative and regulatory frameworks applicable to complaints.
• Ability to present findings to senior stakeholders.

Responsibilities

• Lead and manage the Corporate Complaints and Information Service.
• Ensure compliance with statutory duties for complaints.
• Develop and maintain frameworks for complaints handling.

Skills

Complaint Management

Information Management

Data Protection and GDPR

Stakeholder Engagement

Leadership

Education

Degree in a related field

Job description

Organisation: Leicestershire County Council

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

Worker Category: Hybrid Worker

Salary: £47,694 - £52,155 per annum (pro rata for part-time)

Working Hours:37 Working Hours Per Week

Contract Type: Fixed Term 12-month contract

Closing Date: 21/5/2025

Interview Date(s): Week commencing 2 June 2025

Are you looking for an exciting new challenge, where no two days are the same?

Do you have expert knowledge and experience of legal and statutory requirements in relation to complaints and information management?

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

Main duties and responsibilities

• To lead and manage all aspects of the Corporate Complaints and Information Service within Business Support.
  
• To be responsible for and manage the Corporate Complaints Service, by developing and maintaining an effective framework for the recording, monitoring and resolution of complaints and compliments.
  
• Produce and deliver reports on complaints handling for the relevant bodies of governance including Scrutiny and in line with the agreed schedules.
  
• Act as the Council's Link Officer with the Local Government Ombudsman for the investigation, co-ordination and resolution of complex complaints.
  
• Ensure that statutory duties are adhered to for Social Care complaints issues.
  
• Ensure compliance and adherence to best practice complaints handling across the County Council through the promotion of good administrative practice and the avoidance and prevention of maladministration.
  
• Develop the Records Management Service and ensure that records are processed, stored and maintained in compliance with statutory guidelines (Data protection and GDPR).
  
• Ensure that FOIs are efficiently processed and responded to in line with statutory guidelines.
  
• Maintain regular and effective dialogue with Departments including attendance at Department Management Team meetings to support and influence the development of a council-wide culture and to drive continuous improvement.
  
• Produce and analyse performance data relating to complaints handling and resolution, FOI's and the Records management service and use performance information to drive continuous improvement.
  
• Contribute to the wider development of Corporate Resources Business Services and deputise for the Head of Business Services when required.

About You

A degree level qualification, preferably in a related field.
Demonstrable experience in managing and advising on complaints and FOI services, preferably in a public sector environment.
Understanding of legislative and regulatory framework and developments applicable to complaints, FOI and GDPR.
Be able to process and interpret complex information and present findings/reports to senior stakeholder, to proactively manage KPIs and identify/implement improvement/change activity and to manage competing priorities and deadlines without close supervision.
Ability to lead, manage and give clear sense of direction and purpose, set high standards, and build high performing teams.
Possess the ability to engage. influence and negotiate with people at all levels, from different backgrounds, keeping relationships positive, constructive and collaborative.
A proven track record of developing successful and effective working relationships with operational staff, senior officers, members, and external organisation and evidence of continuing professional development.

What we offer:

Flexible working opportunities and access to employee benefits portal with car lease scheme.
28 days annual leave plus bank holidays (increasing to 33 after 5 years' service), and a scheme to buy additional leave.
Local Government Pension Scheme with a generous employer contribution.
Opportunities for learning and development,
Great office location next to Fosse Park, with free on-site parking and easy access to M1 and M69

You must also have an understanding of, and commitment to,equality, diversity and inclusion.

In addition, we also expect you to share our commitment to our values and will ask you to evidence when you have demonstrated them as part of the selection process.

Reasonable adjustments will be considered for applicants with a disability.

Interested in Flexible Working?

We are keen to support employees to balance their working life with other commitments. Therefore, wherever possible, we will consider working arrangements that suit an individual's personal circumstances whilst still meeting the needs of the Council. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below. This may include requests for term-time working, part-time hours, compressed hours, flexible start and finish times, home/remote working, etc.

Every role within the Council has a defined working style which determines where they can work. The worker category applicable to this post is detailed in the above advert. You can find out more about our worker categories in the Our Working Styles page on our career site.

For more information or an informal discussion,please contact:

Enter name andjob title: Chelsea O'Neil

Telephone: [phone]

Email: [e-mail]

How to Apply

Leicestershire County Council is an inclusive organisation which is on a journey to embed and celebrate equality, diversity and inclusion at every level. We warmly welcome and encourage applications from people of all backgrounds, as having a diverse workforce with different perspectives and ideas is fundamental to our values and enriches the services we offer our communities. We particularly welcome applicants from Ethnically Diverse and LGBTQ+ communities and people with disabilities to create a balanced workforce and one that reflects the communities we serve. Applicants with a disability who meet the criteria listed in the 'About You' section above will be offered an interview under the Disability Confident Employer Scheme.

To apply for this job, please click on the apply button. You will need to upload a supporting statement as part of your application which explains how you meet the criteria listed in the 'About You' section above. For more information, see the How to Apply section on our career site.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

If you have any technical issues when trying to apply for this post or you want to request an application pack in an alternative format, please contact our Employee Service Centre by telephoning0300 3030222 (select option 2) or raising a ticket via our online portal: https://emss.org.uk/support .

By applying for this post, you agree to our Terms and Conditions .