Information Governance & Complaints Lead

Transformation Unit; Manchester; Hybrid; GBP 43,000 - 52,000; Full time

Benefits offered by this job

Flexible working

Job summary

Health Research Authority in the United Kingdom is seeking an experienced Information Governance and Complaints Manager (NHS AfC Band 7). You will lead the IG and Complaints team, overseeing complaints handling, FOI requests, and data protection activities, while driving improvements across governance processes.

The role requires strong people management, ability to handle complex, sensitive issues, and collaboration with multiple stakeholders.

Qualifications

• Excellent working knowledge relating to complaints management.
• Knowledge of data protection, freedom of information and information governance requirements.
• Experience coordinating team activities and delivering high-quality service.

Responsibilities

• 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.

Skills

Complaints handling

Data protection

Information governance

FOI knowledge

Stakeholder communication

Education

Degree qualification

Information governance qualification

Complaints qualification

Job description

Health Research Authority in the United Kingdom is seeking an experienced Information Governance and Complaints Manager (NHS AfC Band 7). You will lead the IG and Complaints team, overseeing complaints handling, FOI requests, and data protection activities, while driving improvements across governance processes.

The role requires strong people management, ability to handle complex, sensitive issues, and collaboration with multiple stakeholders.