Information Governance Administrator

Tamworth Borough Council; Tamworth; Hybrid; GBP 26,000 - 29,000; Full time

Benefits offered by this job

Flexible working

Non-contributory health scheme

Local Government Pension Scheme

Generous holiday entitlement

Discounted gym membership

Payment of professional fees

Job summary

Tamworth Borough Council is seeking an Information Governance Administrator to support the management of formal complaints, Member and MP enquiries, and information requests. You will help ensure records are accurate, processed promptly and responses are fair, with a focus on transparency and accountability.

The role is primarily home-based with two on-site days per month and up to 40% on-site attendance as required.

Qualifications

• Experience of complaint handling, customer contact, performance monitoring or working in a regulated administrative environment would be particularly valuable.

Responsibilities

• Coordinate housing and corporate complaints from receipt through to response.
• Coordinate Member and MP enquiries, ensuring they are logged, tracked and answered promptly.
• Monitor deadlines and ensure complaints progress in line with policy and statutory requirements.
• Maintain accurate records of complaints, outcomes, learning and actions.
• Support performance monitoring by identifying trends and areas for improvement.
• Liaise with colleagues across the Council to gather information, updates and evidence.
• Administer information rights requests (FOI, EIR, Subject Access Requests).
• Handle personal, sensitive and confidential information appropriately.
• Contribute to improvements in complaints and information governance processes, templates and guidance.

Job description

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

Job details

Job reference REQ000505 Date posted 24/08/2026 Application closing date 13/09/2026 Location Home Based Salary £26,403- £28,598 per annum Package We have an extensive benefits package including flexible working, a non-contributory health scheme, Local Government pension scheme, generous holiday entitlement, discounted gym membership, and payment of professional fees (where applicable) Contractual hours 37 Basis Full time Job category/type Audit & Governance Attachments Information Governance Administrator - Job Profile April (v1) (1).docx Applicants information v2.pdf GDPR Candidate Fair Processing Notice.docx Artificial Intelligence and recruitment.pdf

Primarily home working, with two days per month on site and occasional

additional attendance as required, up to 40% of working time.

37 hours per week

Permanent

Located in the heart of Staffordshire, Tamworth is a vibrant and well‑connected borough with a rich heritage and a growing population of over 77,000. With strong transport links, an evolving town centre, green spaces, leisure and cultural attractions, it is a great place to live and work. Working for Tamworth Borough Council means making a real difference for local people, as part of a skilled and ambitious workforce supported to do its best in a positive and empowering environment.

Are you passionate about helping residents, resolving concerns fairly and using feedback to improve services?

The Information Governance team supports good governance across the Council, overseeing data protection, UK GDPR, information requests, housing and corporate complaints, and Member and MP enquiries.

As Information Governance Administrator, you will play a key role in supporting and improving how the Council manages formal complaints, Member enquiries and MP enquiries. You will help make sure complaints and enquiries are recorded accurately, progressed promptly and responded to fairly, consistently and within required timescales. You will also support the team to monitor complaint performance, identify themes and learning, and provide clear updates to help improve services for residents.

This is a varied and meaningful role where your work will help strengthen transparency, accountability and service improvement across the Council. You will work closely with colleagues across service areas, helping to gather information, track actions and keep accurate records so that complaints and information requests are managed effectively.

In this role, you will:

• support the coordination of housing and corporate complaints from receipt through to response;
• support the coordination of Member and MP enquiries, helping to ensure they are logged, tracked and responded to clearly and promptly;
• help monitor deadlines and ensure complaints are progressed in line with policy and statutory requirements;
• maintain accurate records of complaints, outcomes, learning and actions;
• support performance monitoring by helping to identify trends, themes and areas for improvement;
• liaise with colleagues across the Council to gather information, updates and evidence;
• support the administration of information rights requests, including FOI, EIR and Subject Access Requests;
• handle personal, sensitive and confidential information appropriately;
• contribute to improvements in complaints and information governance processes, templates and guidance.

We are looking for someone with strong administrative and organisational skills, who can work accurately with detailed and confidential information. You will be able to communicate clearly and professionally with residents, Members, MPs and colleagues, manage competing priorities, meet deadlines and maintain accurate records.

You should be confident using ICT systems, have good attention to detail and be able to follow procedures consistently. Experience of complaint handling, customer contact, performance monitoring or working in a regulated administrative environment would be particularly valuable.

This is a home working contract, and the majority of duties will be carried out at home, however, employees will be contractually required to attend site on two days per month for team meetings, 121 meetings, etc. Employees may also be required to attend a site for meetings, collaborative work or to undertake work related activities. Site attendance will constitute no more than 40% of working time and includes the contractual 2 days per month.

We have an extensive benefits package including flexible working, a non-contributory health scheme, Local Government pension scheme, generous holiday entitlement, discounted gym membership, and payment of professional fees (where applicable), for further details please refer to the application information document on our website.

Appointment will be subject to satisfactory references, right to work in the UK check, and medical clearance.

For an informal discussion about the role please contact Nikkie Hesketh (Information Governance Manager (Monitoring Officer) on 01827 709266.

Late applications and/or CVs will not be accepted. Agencies need not apply.

Using Artificial Intelligence (AI) - We cannot stop anyone from using AI to help write application content. Used right, it can be a great tool. If you choose to use AI, then use it as a helper rather than relying on it wholly to write your application. Applications that rely too heavily on AI may be rejected during shortlisting.

In the event of exceptionally high levels of response, we reserve the right to close the post before the date stated to prevent the number of applications received being unmanageable. Therefore, you are advised to submit your completed application as soon as possible to have the best chance of being considered. Following the closing date, the Recruiting Manager will shortlist, and you will be notified.

Tamworth Borough Council is proud to be an Equal Opportunities Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

We operate two guaranteed interview schemes which support individuals who meet all the essential criteria to be guaranteed an interview for a vacancy. The Disability Committed Employer scheme supports applicants with a disability and the Veterans Guaranteed interview scheme supports those defined as veterans, military spouses/partners and cadet instructors.

This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS checks are required for relevant posts.

We are committed to ensuring that people are not disadvantaged in accessing our services. We will make reasonable adjustments for those people that need further assistance, depending on the individual’s needs, further guidance can be found in our Reasonable Adjustments guidance Equality and diversity | Tamworth Borough Council .

Public facing roles are covered by the Fluency Duty as outlined in section 78 of the Immigration Act 2016, to serve the public it is vital that those working in public facing roles can communicate in English with members of the public receiving local authority services.