Information Governance Officer (Complaints)

Bath & North East Somerset Council; Bristol; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A local council in Bristol is seeking an Information Governance Officer (Complaints) to ensure effective handling of complaints and compliments within various departments. The ideal candidate will have strong administrative skills and experience in managing data. The role offers a supportive team atmosphere with flexible working options.

Benefits

Flexible work/life balance

Supportive team environment

Modern office facilities

Qualifications

• Ability to maintain accurate records in systems.
• Willingness to take minutes at meetings.
• Experience in handling complaints and enquiries.

Responsibilities

• Manage complaints and compliments for various services.
• Record and monitor complaints, maintaining action plans.
• Liaise with staff to determine appropriate actions.

Skills

Strong administrative skills

Knowledge of Children’s Services

Knowledge of Adult Social Care

Job description

At Bath & North East Somerset Council we have one overriding purpose – to improve people’s lives.

Are you passionate about delivering excellent customer service and ensuring complaints are handled fairly and professionally? If so, we are looking for an Information Governance Officer (Complaints) to join our busy team managing complaints and compliments for Children’s Services, Adult Social Care and Public Health Services and data protection enquiries.

About the Role

In this varied and challenging role, you will work alongside colleagues to ensure all complaints and compliments are dealt with appropriately and consistently within statutory and corporate guidance. You will record and monitor complaints and compliments, maintain detailed action plans, respond to enquiries via phone and email, liaise with managers and staff to determine appropriate actions and collate records for investigations and Ombudsman enquiries.

About You

We are looking for someone with strong administrative skills to ensure all information is accurately updated and maintained in our systems. You will also be asked to take minutes at complex meetings from time to time. A knowledge of Children’s Services and/or Adult Social Care would be an advantage, but training and regular supervision will be provided.

About the Team

The role is rewarding, and you will be working within a high performing team who continue to provide excellent service delivery.

We offer a supportive flexible work/life balance, including working at home with the latest technology. Our main offices are the award-winning, modern Civic Centre in Keynsham, halfway between Bath and Bristol, which is easily accessible via car or public transport (train station 5 minutes’ walk). There are also opportunities to be based at our other council offices in the Guildhall (Bath) and in The Hollies (Midsomer Norton).

Interested to know more?

If you are interested in this post and require more details after reading the job description or just to chat through the role and what’s involved, then please contact Sara Watts, Complaints & Data Protection Team Manager at [e-mail] or call 01225 477931.

Please note that this advert may close earlier than the stated closing date due to high demand. We advise all interested candidates to apply as soon as possible.

Interview date: 18/12/2025

No Agencies Please

Please note, BANES Council operates a policy of prior consideration for roles for any individual on the Council’s at‑risk register (redeployee). This means should a redeployee express an interest in this role, providing they meet the essential criteria for the role they will be considered ahead of external applicants.

About Bath and North East Somerset Council

Working at Bath and North East Somerset provides an opportunity to contribute to your community and make a positive impact on the lives of residents. Our values shape how we work to deliver public services, and how we communicate with the residents we serve. We care about the best outcomes for local people, through our public services.

We offer a wide range of benefits, to ensure that you are paid fairly for your work, have the flexibility to enjoy a great work/life balance, and have the support you need. Go to https://jobsandcareers.bathnes.gov.uk/why-work-us/our-benefits.

At Bath and North East Somerset Council we have one overriding purpose – to improve peoples lives. Find out more about our values at https://jobsandcareers.bathnes.gov.uk/why-work-us/our-values.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join us. Find out more on our commitment to Equality, Diversity and Inclusion at https://beta.bathnes.gov.uk/equality-and-diversity.

We are a Disability Confident Employer – find out more at https://shorturl.at/ajrsW.

The Council is committed to having a diverse and inclusive workforce. Applications for job‑share, part‑time and flexible working arrangements are welcomed and will be considered in line with business needs.

Please note that this role is subject to a Basic DBS Check.

Safeguarding Statement: The Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable groups and expects all employees and volunteers to share this commitment. As part of this commitment anyone working in a post with children or vulnerable groups will be expected to undertake an Enhanced DBS check with/without barred list checks.