Complaints and Information Manager

3 Days Old

James Stevens Associates are working with a North London based Housing Association that are now looking for a Complaints and Information Manager on a 12 month fixed term contract.

· Role: Complaints and Information Manager

· Contract: 12 month Fixed Term Contract

· Salary: £50,000 - £60,000

· Location: North London / Walkable via London Underground Station

· Hybrid Working: 2 days per week in office X 3 days from home

· Overview: The role will be covering coordination of complaints, Ombudsman, members enquiries (MPs and councillors), SAR, and FOI.

The role manages a small team of officers to coordinate the administrative processes for Stage 1 and 2 complaints, members’ enquiries, Ombudsman enquiries, Freedom of Information requests, and Subject Access Requests.

Make complaints count. Turn insight into impact. Lead service excellence.

We’re looking for an experienced, values-driven leader to take ownership of complaints, information rights, and member enquiries across The organisation and its subsidiaries.

This is a high profile role where you’ll lead a central Complaints & Information Team, shape excellent customer experiences, and use insight and intelligence to drive real service improvement. You’ll be a trusted point of contact for councillors and MPs, influence senior leaders, and ensure our approach is compliant, fair, and empathetic.

What the Complaints and Information Manager will do:

* Lead and continuously improve complaints, member enquiries, FOI, EIR and SAR processes

* Inspire, coach and empower teams and managers to deliver high-quality, timely responses

* Act as senior escalation point and ambassador for The organisation

* Build strong relationships with councillors, MPs, regulators and partners

* Analyse trends, identify root causes and turn complaints into learning and improvement

* Lead engagement with Ombudsman services and ensure regulatory compliance

* Develop training, policies, assurance frameworks and a strong learning culture

What we're looking for in a Complaints and Information Manager:

* Proven leadership in complaints, information rights or regulatory/customer services

* Someone that can get stuck in and be hands on when required, this is a busy role for the organisation.

* Strong knowledge of complaints handling and information rights legislation

* Confident influencer who can challenge, persuade and collaborate at senior level

* Analytical thinker who uses data to improve services and outcomes

* Calm, credible and empathetic, even under pressure
Apply
Location:
London
Salary:
£50,000 - £60,000 /annum
Job Type:
FullTime
Category:
Public Sector

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