Information Governance and Complaints Service Manager

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About the Role

We are seeking an experienced Information Governance and Complaints Service Manager to lead and develop our information governance and complaints functions, ensuring compliance with statutory requirements while promoting a culture of transparency, accountability, and continuous improvement.

Reporting to the Director of Governance and Civic Services, you will be responsible for managing a dedicated team, providing direction, overseeing information governance frameworks and ensuring that the Council’s policies with regards to Information Governance and Complaints are compliant with the relevant legislation and with the guidance and good practice expectations set out by the ICO; LGSCO and HO.

This is a role with a wide scope and opportunities for creative thinking to deliver an excellent service to the residents of London Borough of Merton and colleagues alike.

About You

You will be a confident leader with excellent communication and stakeholder management skills, capable of influencing at all levels of the organisation.

You will be responsible for ensuring the effective day to day delivery of the Council’s Information Governance, Complaints handling and Member Enquiries functions. This responsibility includes ensuring that effective processes are in place that enable full compliance with current and future requirements arising from relevant legislation as well as those set out by the Information Commissioners Office (ICO); the Local Government and Social Care Ombudsman (LGSCO); and the Housing Ombudsman (HO).

 Key Responsibilities:

• Comprehensive understanding of the legislative and national policy frameworks relating to Information Governance and Complaints handling.
• Broad understanding of the legislative context in which Local Government operates.
• Good knowledge of Programme and Project Management methodologies and approaches.
• Good knowledge of performance management frameworks and effective reporting methodologies.
• Highly developed customer care skills, including in dealing with complex situations where customer distress and anger are likely to be exhibited.
• Highly developed skills in designing effective systems and processes that ensure compliance with legal or other requirements.  
• Directly manage and support a team of officers, ensuring high performance, engagement, and continuous professional development.

 Why Join Us?

This is an excellent opportunity to lead a critical service area, manage a skilled team, and contribute to improving organisational performance, compliance, and customer experience.

In return we offer you a supportive working environment where creativity and innovation are encouraged. You will be able to work flexibly from home and from our offices in Morden. We also offer the following benefits:

• Generous annual leave entitlement
• Generous local government pension scheme package
• Access to wider training and development qualifications
• Access to an Employee Assistance Scheme which provides advice & counselling service