Job Description

Complaints and Information Manager

Hackney

Contract

Hybrid 2 days per week in office, 3 days work from home

£244.79 per day PAYE + 28 days annual leave

Full time

The postholder will ensure compliance with all relevant legislation, statutory guidance, data protection requirements, and organisational standards, while maintaining high levels of service quality and meeting prescribed timescales. Acting as the operational lead for the Complaints & Information Team, the role will drive a culture of accountability, transparency, and continuous improvement.

Complaints Management

• Lead the effective management of Children Act and corporate complaints across the Children & Education Directorate, ensuring compliance with statutory requirements, best practice standards, and Directorate procedures.

Information Governance and Data Protection

• Maintain strategic oversight of all Freedom of Information (FOI) requests and Subject Access Requests (SARs), ensuring timely, accurate, and legally compliant responses.

Service Improvement and Quality Assurance

• Analyse complaints, feedback, and information request data to identify trends, risks, and opportunities for improvement.

Leadership and People Management

• Lead, motivate, and develop the Complaints & Information Team, fostering a high-performance culture focused on continuous improvement.

To find out more information please contact Abbie at (url removed)

Recruitment is done in line with safe recruitment practices. We are an equal opportunity agency.