Complaints and Information Manager

and Person Specification which is available on the job advert, that will determine if you are shortlisted for an interview, therefore we encourage you to always address the essential and desirable criteria in your application / CV.We are passionate about our people and how we deliver services to our community in Enfield. That's why we encourage a culture that puts our customers at the heart of everything we do - by empowering our people to work together to find solutions, be open, honest and respectful, take responsibility and listen and learn. If you value these behaviours too, we'd love to hear from you - and of course we are always happy to talk flexible working.Why it's great to work for Enfield Council :

• An excellent pension through the Local Government Pension Scheme (LGPS).
• Up to 32 days annual leave depending on grade and length of service. You will also get eight public holidays per year and an extra day off at Christmas.
• A blend of remote and office based working for most roles.
• Interest free season ticket loan repayable over three or ten months.
• Career development and learning experiences from a range of training courses and learning methods.
• Employee Assistance Programme to provide advice and counselling services. This is a free and confidential service available to staff and members of their family.
• Health and leisure discounts and tax-free bikes for work.
• 1 month's paid sabbatical for registered Social Workers working in Children's Social Care.We reserve the right to close this vacancy once a sufficient number of applications have been received. Therefore, we advise that you complete fully and submit your application as soon as possible to avoid disappointment.", "educationRequirements" : "Not Specified", "employmentType" : "Permanent", "validThrough" : "2025-01-16T00 : 00", "jobLocation" : { "@type" : "Place", "address" : { "@type" : "PostalAddress", "addressLocality" : "Enfield", "addressRegion" : "Greater London", "postalCode" : "EN1 3ES", "addressCountry" : "GB" } }, "hiringOrganization" : { "@type" : "Organization", "name" : "Enfield Council", "sameAs" : "", "logo" : "https : / / careers.enfield.gov.uk / clientimages / metaimage.jpg" }, "title" : "Complaints and Information Manager", "url" : "https : / / careers.enfield.gov.uk / Job / JobDetail?JobId=1724&Source=JobtrainGoogle" } Skip to main contentAccessibility Tools
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• Back to Search ResultsApply for jobReference Number : EAC-001719Salary : MM1 £43,983 - £55,692Advert closing date : 16 / 01 / 2025Department : Environment and CommunitiesLocation : Civic Centre SiteContract type : PermanentDivision : Complaints, MEQs & Corporate FunctionsHours Per Week : 36Contract End Date : Not applicableInterview Date : To be confirmedWhere to find uslocation_on Get directionsJob DescriptionEnfield Council is seeking a highly motivated and experienced Complaints & Information Manager to lead our Complaints & Access to Information Team. The successful candidate will play a crucial role in ensuring the effective service delivery of complaints handling, statutory requests, and information management processes across the Council.As the Complaints & Information Manager, you will oversee the service delivery for Member Enquiries (MEQs), complaints across multiple departments (Chief Executive, Environment & Communities, and Resources), and corporate services for statutory complaints, Freedom of Information (FOI) requests, Environmental Information Requests (EIRs), Subject Access Requests (SARs), and other information-sharing requests. You will manage a team of 6 professionals, fostering a culture of learning, data-driven improvement, and high-performance standards.Your responsibilities will include championing data insights, leading the development and embedding of predictive and preventive approaches to complaints management, and ensuring the team delivers excellent customer service. You will also manage relationships with key external bodies, including the Local Government & Social Care Ombudsman, Housing Ombudsman, and the Information Commissioner's Office.Key Responsibilities :
• Data Insight & Improvement : Drive a data-driven and learning improvement culture across the organisation, utilising trend and data analysis to inform decision-making.
• Team Leadership & Development : Lead, motivate, and develop a team of 6 to ensure high-quality data analysis, transparency, and continuous improvement.
• Complaints Management : Ensure effective logging, processing, and compliance with legal timescales for all complaints, statutory requests (FOIs, EIRs, SARs), and Member Enquiries (MEQs).
• Quality Assurance : Quality assure draft responses and make decisions on issuing responses where necessary.
• Performance Monitoring : Monitor and report on performance against targets for the complaints functions and ensure timely actions.
• Cross-Department Collaboration : Work with departments including Customer Services to facilitate organisational learning, sharing insights, and assisting with training.
• Statutory Complaints Oversight : Oversee statutory complaint investigations and review non-statutory final stage complaints, drafting reports, and action plans.
• Legal & Compliance Advisory : Provide technical advice on compliance with the Freedom of Information Act and the Data Protection Act, ensuring that frequently asked data sets are proactively published.
• External Liaison : Manage corporate liaison with the Ombudsman and ICO to ensure investigations are carried out in compliance with regulations.We are looking for a dynamic and experienced leader with :
• Proven experience in managing complaints, FOI, and data protection functions.
• Excellent leadership skills with the ability to motivate and develop a team.
• Strong understanding of relevant legislation (Freedom of Information Act, Data Protection Act, Local Government & Social Care Ombudsman processes, etc.).
• Experience in data analysis and performance management to drive service improvement.
• Strong interpersonal and communication skills, with the ability to influence and collaborate across departments.
• A commitment to transparency, continuous improvement, and high-quality service delivery.If you are passionate about delivering exceptional public services and have a strong background in complaints and information management, we would love to hear from you.Contact Details -If you would like to know more about the role, please contact Lee Shelsher on 02081321297 for an informal discussion.If you have any difficulties accessing this information, please contact Claire Turner, Senior Recruitment Advisor on 0208 132 1024 or claire.turner@enfield.gov.uk.We do not see your name or title when shortlisting your application. This is one of many initiatives to build a more talented and diverse workforce. However, if you put your name on your CV or Statement it will be visible to us. For this reason, we ask that you do not include your name on these documents.Please note it is your responses to the Essential / Desirable criteria, as detailed in the Job Description and Person Specification which is available on the job advert, that will determine if you are shortlisted for an interview, therefore we encourage you to always address the essential and desirable criteria in your application / CV.We are passionate about our people and how we deliver services to our community in Enfield. That's why we encourage a culture that puts our customers at the heart of everything we do - by empowering our people to work together to find solutions, be open, honest and respectful, take responsibility and listen and learn. If you value these behaviours too, we'd love to hear from you - and of course we are always happy to talk flexible working.Why it's great to work for Enfield Council :
• An excellent pension through the Local Government Pension Scheme (LGPS).
• Up to 32 days annual leave depending on grade and length of service. You will also get eight public holidays per year and an extra day off at Christmas.
• A blend of remote and office based working for most roles.
• Interest free season ticket loan repayable over three or ten months.
• Career development and learning experiences from a range of training courses and learning methods.
• Employee Assistance Programme to provide advice and counselling services. This is a free and confidential service available to staff and members of their family.
• Health and leisure discounts and tax-free bikes for work.
• 1 month's paid sabbatical for registered Social Workers working in Children's Social Care.We reserve the right to close this vacancy once a sufficient number of applications have been received. Therefore, we advise that you complete fully and submit your application as soon as possible to avoid disappointment.<

Salary : $43,983 - $55,692