Senior Information Governance & Complaints Lead (Hybrid)

Health Research Authority; Manchester; Hybrid; GBP 65,000 - 75,000; Full time

Job summary

Health Research Authority seeks an experienced manager to lead the Information Governance and Complaints team. The role oversees a range of responsibilities, ensuring high-quality delivery, staff development, and strong team performance.

You will manage complaints, Freedom of Information requests, and data protection matters while guiding information governance activities across the organisation. Strong people leadership and process improvement are essential.

Qualifications

• Excellent working knowledge of complaints management.
• Excellent working knowledge of data protection, information governance and freedom of information management.
• Understanding of information governance frameworks and records management.

Responsibilities

• Lead, manage and develop the Information Governance and Complaints team to deliver workloads to a high standard within regulatory timeframes.
• Manage and investigate complaints related to HRA services, procedures and research activity, ensuring fairness and timely responses.
• Oversee FOI responses and Data Subject Rights requests, ensuring statutory compliance.
• Support delivery of the information governance framework, including records management and data protection activities.
• Monitor governance breaches and provide guidance, escalating issues as required.
• Build relationships with colleagues and external stakeholders, providing training and support on complaints and governance matters.
• Produce reports and identify service improvements to shape policies and processes across the organisation.

Skills

Complaints management

Data protection

Information governance

Freedom of Information

Stakeholder communication

People management

Regulatory timeframes

Education

Bachelor's degree or equivalent

Information governance qualification (Desirable)

Job description

Health Research Authority seeks an experienced manager to lead the Information Governance and Complaints team. The role oversees a range of responsibilities, ensuring high-quality delivery, staff development, and strong team performance.

You will manage complaints, Freedom of Information requests, and data protection matters while guiding information governance activities across the organisation. Strong people leadership and process improvement are essential.