FOI & Complaints Leader — Governance (Hybrid)

Manpower Group (UK); Cardiff; Hybrid; GBP 25,000 - 29,000; Full time

Benefits offered by this job

Weekly pay (PAYE)

28 days annual leave

Nest pension enrollment

Job summary

ManpowerGroup (UK) seeks an experienced FOI and Complaints Manager to lead Freedom of Information requests, government information requests, and complex complaints handling. The role focuses on transparency, accountability, and delivering excellent customer service across a busy governance function.

The successful candidate will provide expert advice on FOI matters, manage complex complaints, and drive service improvements.

Qualifications

• Expert knowledge of the Freedom of Information Act.
• Experience handling FOI requests in a complex organisation.
• Good knowledge of the Data Protection Act 2018 and its practical application.
• Experience managing complaints and providing guidance to colleagues.

Responsibilities

• Lead the management of FOI requests and requests for information from government bodies.
• Provide expert advice and guidance on complaints and third-party concerns.
• Manage complex complaints and support resolution at all stages of the complaints process.
• Analyse trends and insights from complaints and information requests to drive continuous improvement.
• Build and maintain effective relationships with stakeholders across the organisation.
• Ensure compliance with Freedom of Information, Data Protection, and wider governance requirements.
• Support the development of policies, procedures, and best practice guidance relating to complaints and information requests.

Skills

FOI requests

Data Protection Act

Stakeholder management

Complaints handling

Excellent communication

Analytical thinking

Education

FOI qualification

Job description

ManpowerGroup (UK) seeks an experienced FOI and Complaints Manager to lead Freedom of Information requests, government information requests, and complex complaints handling. The role focuses on transparency, accountability, and delivering excellent customer service across a busy governance function.

The successful candidate will provide expert advice on FOI matters, manage complex complaints, and drive service improvements.