Information Governance Officer (Complaints)

Bath & North East Somerset Council; Keynsham; Hybrid; GBP 26,000 - 38,000; Full time

Job summary

Bath & North East Somerset Council is seeking an Information Governance Officer (Complaints) to support the Complaints Team Manager in ensuring complaints and compliments are managed fairly, consistently and professionally across Children’s Services, Adult Social Care and Public Health.

You will be a key contact for service users, helping them understand the complaints process and ensuring concerns are recorded and progressed appropriately. Training and supervision will be provided.

Qualifications

• Experience or knowledge of Children’s Services and/or Adult Social Care would be helpful, but it is not essential.

Responsibilities

• Support complaint investigations and collate records for investigations and Ombudsman enquiries.
• Prepare correspondence and maintain accurate case records.
• Contribute to monitoring reports and take minutes at complex meetings.

Job description

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

About the Team

We are looking for a motivated and organised Information Governance Officer (Complaints) who is committed to delivering excellent customer service to join our busy Complaints Team. This is an important role helping to ensure complaints and compliments are handled fairly, consistently and professionally across Children’s Services, Adult Social Care and Public Health.

About the Role

As an IGO (Complaints), you will support the Complaints Team Manager to make sure complaints and compliments are managed in line with statutory and corporate guidance. You will be a key point of contact for people using our services, helping them understand the complaints process and ensuring their concerns are recorded and progressed appropriately.

You will work closely with colleagues and managers across the organisation, support complaint investigations, collate records for investigations and Ombudsman enquiries, prepare correspondence, maintain accurate case records, contribute to monitoring reports and take minutes at complex meetings.

About You

You will be organised, accurate and confident communicating with a wide range of people by phone and email. You will be able to manage sensitive information carefully, keep clear records and work well under pressure. Strong written communication skills, attention to detail and the ability to take accurate minutes are essential.

Experience or knowledge of Children’s Services and/or Adult Social Care would be helpful, but it is not essential. We will provide training, regular supervision and support to help you develop in the role.

What we offer

You will join a high-performing and supportive team that takes pride in delivering a professional service. The role supports flexible working, including the option to work from home with up-to-date technology. Our main offices are in the modern Civic Centre in Keynsham, between Bath and Bristol and close to public transport links. There may also be opportunities to work from our offices at the Guildhall in Bath and The Hollies in Midsomer Norton.

Interested?

If you are interested in this post & require more details or just to chat through the role & what’s involved, please contact Sarah Watts, Complaints & Data Protection Team Manager by email : [e-mail] or Telephone:[phone].

Interview date: 30/09/2026

No Agencies Please.

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.

*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.

Why Bath and North East Somerset Council?

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 an 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.