Lead, Complaints & Information Governance

Highland Council; Inverness; Hybrid; GBP 42,000 - 54,000; Full time

Job summary

The Highland Council in Inverness is seeking a Complaints and Information Manager (35hpw) to provide leadership and strategic oversight of the Council's Complaints and Information functions, ensuring high quality, timely and legally compliant handling of complaints, FOI requests, SARs, MP/MSP correspondence and wider customer contact.

The post will champion excellence in complaint resolution and information governance best practice, support statutory compliance, and act as a key liaison with the

Qualifications

• Experience leading complaints handling and information governance.

Responsibilities

• Provide leadership and strategic oversight of the Council's Complaints and Information functions, ensuring high quality, timely and legally compliant handling of complaints, FOI requests, SARs, MP/MSP correspondence and wider customer contact.
• Champion excellence in complaint resolution and information governance best practice, support statutory compliance including Data Protection and FOI legislation, and liaise with the SPSO to adhere to the Model Complaints Handling Procedure.
• Lead and coach staff, drive continuous improvement, promote accountability across services, and use insight and data to enhance customer experience and organisational performance.

Job description

The Highland Council in Inverness is seeking a Complaints and Information Manager (35hpw) to provide leadership and strategic oversight of the Council's Complaints and Information functions, ensuring high quality, timely and legally compliant handling of complaints, FOI requests, SARs, MP/MSP correspondence and wider customer contact.

The post will champion excellence in complaint resolution and information governance best practice, support statutory compliance, and act as a key liaison with the