Complaints, Member Enquiries and Information Governance Officer

We are seeking an experienced and motivated Complaints & Information Governance Officer to join our Children's Services team.

This is a key role with a primary focus on managing and coordinating both corporate complaints and Children Act 1989 statutory complaints, ensuring that concerns raised by children, young people, families and residents are handled fairly, sensitively and in accordance with statutory requirements and corporate standards.

Alongside complaints management, the postholder will support the delivery of Information Governance responsibilities, including Freedom of Information requests, Subject Access Requests, data protection enquiries and Members' Enquiries.

This is an exciting opportunity for someone who is passionate about customer experience, service improvement and ensuring that the organisation learns from feedback.

As Complaints & Information Governance Officer, you will be responsible for managing complaints from receipt through to resolution, supporting robust investigations and ensuring responses are clear, timely and customer-focused.

You will work closely with managers, practitioners and senior leaders across Children's Services to coordinate investigations, identify learning outcomes and monitor performance.

• Managing and coordinating Corporate and Children's Statutory Complaints.
• Providing advice and guidance to managers on complaint handling, statutory requirements and best practice.
• Supporting the administration and progression of all stages of the Children's Social Care statutory complaints process.
• Ensuring complaint responses are comprehensive, balanced, evidence-based and compliant with timescales.
• Liaising with complainants, service areas and external bodies, including the Local Government and Social Care Ombudsman.
• Analysing complaint trends and identifying opportunities for service improvement.
• Producing performance reports and management information relating to complaints and customer feedback.
• Supporting Information Governance functions including Freedom of Information requests, Subject Access Requests and data protection enquiries.
• Coordinating responses to Members' Enquiries and ensuring deadlines are met.
• Maintaining accurate records and ensuring compliance with relevant legislation, policies and procedures.

Contract: Permanent

Pay frequency: Annual

We are looking for someone who has:

• Experience of managing and investigating complex complaints in a local authority, public sector or similar environment.
• Knowledge of corporate complaints processes and a good understanding of Children's Social Care statutory complaints procedures.
• Experience of drafting high-quality correspondence and reports.
• Strong analytical and investigative skills with excellent attention to detail.
• The ability to build positive relationships with a wide range of stakeholders.
• Experience of working within Information Governance, Data Protection, Freedom of Information or related functions.
• Excellent organisational skills and the ability to manage competing priorities and deadlines.
• A commitment to excellent customer service and continuous improvement.

This is a rewarding opportunity to play a central role in improving outcomes for children, young people and families by ensuring their voices are heard and that learning from feedback drives service improvement.

• Flexible and hybrid working arrangements.
• Local Government Pension Scheme.
• Generous annual leave entitlement.
• Learning and development opportunities.
• Employee wellbeing support.
• A supportive and collaborative team environment.

If you have experience in complaints management and information governance and are passionate about delivering high-quality services and driving organisational learning, we would love to hear from you.

For an informal discussion please contact Shay Noreen at shay.noreen@royalgreenwich.gov.uk or  0208 921 3516

Diversity Statement: Royal Borough of Greenwich values the diversity of its community and aims to have a workforce that reflects this. We therefore encourage applications from all sections of the community.

Advert Close: All vacancies close at midnight unless otherwise stated. 

Early Advert Close: Royal Borough of Greenwich reserves the right to close any job advert earlier than the advertised closing date where there is reason to do so (for example high volume of applications).

Full Employment History: A full employment history is required for this role. Please provide a full employment history, together with a satisfactory written explanation of any gaps in employment.

How Applications are Scored: Each application is scored according to how well the supporting statements addresses each point on the Person Specification for the role. Candidates will be short-listed for interview on the extent to which they meet the specific points within the Person Specification. The Person Specification is supplied with the job advert. When completing your application, please use the supporting statements section to tell us how you meet each of the points on the Person Specification. We need to have this information in order to consider your application.

Salary: Salaries advertised are for a standard working week of 35 hours unless otherwise stated. Please use this 'Salary Calculator to help you calculate a pro rata salary.

Our Staff Values: Our Staff Values are important to us. Candidates will be continuously assessed against our staff values throughout the recruitment process. Where candidates demonstrate views and behaviours that do not meet the standards of our staff values, we reserve the right to reject their application/ registration.

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