Information Governance and Complaints Manager

Transformation Unit; Newcastle upon Tyne; Hybrid; GBP 43,000 - 52,000; Full time

Job summary

The Health Research Authority (HRA) is hiring an Information Governance and Complaints Manager (NHS AfC Band 7) to lead a multidisciplinary team. The role focuses on complaints handling, information governance, data protection and freedom of information across the organisation.

The post supports flexible working including home-based contracts; Newcastle, Manchester and Nottingham staff may also work office-based or hybrid. Sponsorship is not available.

Qualifications

• Degree or equivalent with governance/complaints experience.
• Qualification in information governance.
• Qualification in complaints management.

Responsibilities

• Lead and develop the Information Governance and Complaints team to high standards.
• Investigate complaints about HRA services and research activities.
• Oversee FOI responses and Data Subject Rights requests.
• Support governance framework, records management and data protection.
• Monitor governance breaches and advise on escalation.
• Build relationships with staff and external stakeholders; provide guidance.
• Produce reports and drive service improvements.

Skills

Complaints management

Data protection

Information governance

FOI management

Stakeholder engagement

Team leadership

Education

Degree qualification or equivalent

Information governance qualification

Complaints management qualification

Job description

Information Governance and Complaints Manager

NHS AfC: Band 7

The HRA is a Non Departmental Public Body with the remit to protect and promote the interests of patients and the public in health and social care research. We do this by supporting and promoting a robust and efficient regulatory and governance framework in the UK. We provide the Research Ethics Service (RES), Confidentiality Advice function, assessments and assurances on behalf of the NHS, and learning, guidance and advice for the research community. Our ambition is to make the UK a great place to do research, where more money invested in research goes into carrying out relevant, good quality research.

Our purpose is to ensure that research involving NHS patients and members of the public is approved through a proportionate and robust system, that they are provided with the information they need to help them decide whether they wish to take part, and that their opportunity to do so is maximised by simplifying the processes by which high quality research is assessed. We have already delivered significant improvements by centralising and simplifying the approval of research in the NHS in England, and are undertaking a range of significant programmes to deliver further improvements.

Job overview

We are looking for an experienced manager to lead our Information Governance and Complaints team. This role is responsible for overseeing a team with a range of responsibilities and experience levels, ensuring work is delivered to a high standard, supporting staff development, and managing team performance and priorities. Strong line management experience is essential, as the postholder will play a key role in creating an effective, well-supported team.

Alongside team leadership, the role is responsible for managing complaints, Freedom of Information requests, data protection matters and wider information governance activities. The successful candidate will be comfortable handling complex and sensitive issues, working with colleagues at all levels, and helping to improve processes and services across the organisation.

This is an excellent opportunity for someone who combines strong people management skills with practical experience in complaints handling and information governance.

Main duties of the job

• Lead, manage and develop the Information Governance and Complaints team, ensuring workloads are prioritised and delivered to a high standard and to regulatory timeframes.
• Manage and investigate complaints relating to HRA services, procedures and research activity, ensuring they are handled fairly and within agreed timescales.
• Oversee the organisation's response to Freedom of Information requests and Data Subject Rights Requests, ensuring compliance with statutory requirements.
• Support the delivery of the HRA's information governance framework, including records management and data protection activities.
• Monitor and manage information governance breaches, providing advice and escalating issues where required.
• Build effective relationships with colleagues and external stakeholders, providing guidance, training and support on complaints and information governance matters.
• Produce reports, identify opportunities for service improvement, and help shape policies and processes across the organisation.

Working for our organisation

At the HRA, we are committed to fostering a supportive and inclusive working environment where we actively invest in the development and empowerment of our staff, enabling them to perform at their best. We strive to promote a healthy workplace culture where wellbeing, collaboration, and professional growth are valued and encouraged.

Working at the HRA, we support flexible working, recognising that home based or hybrid arrangements provides us with the most productive environment to work well. Where possible, we’ll offer a working pattern that suits you.

The HRA offers home based contracts for all locations. Newcastle, Manchester and Nottingham based staff can be office based and hybrid working arrangements are also possible. We encourage you to speak with us to explore how this could be accommodated.

We are committed to creating an inclusive workplace that promotes and values diversity. We know from experience that different ideas, perspectives and backgrounds create a stronger, more creative workplace that helps us to deliver the best services. We welcome applications which represent the rich diversity of our community: age, disability, gender identity and expression, ethnicity, religion or belief, sex, sexual orientation and other diverse characteristics, and we have policies in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process.

Detailed job description and main responsibilities

Please refer to the attached job description and person specification documents for full details about this role.

When completing your application, ensure you clearly demonstrate how your experience and skillsalign with the criteria outlined for this position.

Important information
We are unable to offer employment under any sponsorship arrangement as we do not hold a sponsorship licence. Applications requiring sponsorship will not be considered.

Applications that do not clearly demonstrate how the essential criteria outlined in the person specification are met will not be shortlisted.

Only the information provided in the application form will be considered. CVs will not be reviewed. We do not accept applications via recruitment agencies or other third parties.

The HRA reserves the right to close this vacancy early should it receive a sufficient number of applications.

Organisational structure and directorate overview
The HRA is made up of five directorates: Approvals, Chief Executive, Digital, Policy and Partnerships and Resources.

This role sits within the HRA Resources directorate which provides strategic advice, business partnering and transactional services to staff, our HRA Community and suppliers of goods and services to the organisation.

The directorate consists of various teams and functions such as business continuity and incident management, corporate governance, estates, equality diversity and inclusion, finance, health safety and welfare, human resources, information governance and complaints, learning and development, mainline support, organisational development, procurement commercial and contract management, quality assurance and risk and issue management.

Person specification

Qualifications

• Degree qualification or extensive portfolio of evidence or equivalent level of experience or achievement
• Information governance related qualification
• Complaints management related qualification

Knowledge, Skills and Expertise:

• Excellent working knowledge relating to complaints management
• Excellent working knowledge relating to data protection, information governance and freedom of information management
• Good understanding of the research approval, NHS governance and ethical review processes for UK health research

Experience

• Experience of communicating, both verbally and in writing, with a range of stakeholders regarding highly complex complaints / information requests and or sensitive issues
• Significant experience of coordinating the operational management of a team and providing effective line management
• Experience of working within the NHS, higher education, and/or clinical research

Analytical and Judgemental Skills:

• Excellent organisational skills with the ability to prioritise against a background of change and uncertainty

Interpersonal skills

• Excellent interpersonal skills to be able to communicate with a range of external stakeholders including members of the public, patients and research participants concerning sensitive areas

Other

• Commitment to inclusivity and valuing diversity

In return for your commitment, we offer excellent opportunities for personal development and a healthy work-life balance. The HRA is committed to promoting and enhancing inclusion, diversity and equality. We welcome and encourage applications, who meet the criteria for the role, regardless of age, gender identity and gender expression, disability, race, religion or belief, marital status, pregnancy, sex or sexual orientation or any other personal circumstances. Reasonable adjustments to the interview process can be made upon request, for candidates with a disability. The HRA welcomes applicants who are interested in flexible working including job share, part time work, secondments or home-based working. Please discuss any preferred flexibility at your interview.

The HRA does not hold a sponsor licence in respect of skilled worker visas and so is unable to employ candidates requiring sponsorship.

The NHSBSA is responsible for the processing of your application; a privacy notice is available at the following link to advise you on how we will process your personal data.