Complaints & Information Manager

To lead and manage the delivery of complaints, information requests, and Ombudsman enquiries within the Children & Education Directorate, ensuring compliance with statutory requirements, data protection legislation, and best practice standards. The role is responsible for driving service excellence through effective complaints resolution, robust information governance, and the promotion of continuous learning and service improvement. The postholder will ensure that learning from complaints, feedback, Freedom of Information requests, Subject Access Requests, and Ombudsman investigations is used to improve services, enhance outcomes for children and families, and support the Directorate’s quality assurance and improvement agenda., * Lead and manage the Complaints & Information Team, ensuring high performance, professional standards, and compliance with statutory requirements.

• Oversee the effective handling of Children Act complaints, corporate complaints, Freedom of Information (FOI) requests, Subject Access Requests (SARs), and Ombudsman enquiries.

• Ensure all complaints and information requests are managed within statutory timescales and quality standards.

• Promote early resolution approaches and restorative practices to improve customer experience and reduce escalation.

• Act as the primary point of contact for Local Government and Social Care Ombudsman (LGSCO) investigations and enquiries.

• Quality assure complaint investigations, reports, adjudications, and responses to ensure accuracy, consistency, and compliance.

• Provide expert advice and guidance to managers, practitioners, senior leaders, and schools on complaints handling, information governance, GDPR, FOI, and SAR requirements.

• Monitor service performance, identify trends, risks, and recurring themes, and provide regular reports and recommendations to senior leadership.

• Develop, maintain, and implement policies, procedures, guidance, and training materials relating to complaints and information management.

• Deliver training and support to managers and practitioners on complaint investigations, report writing, and best practice.

• Work collaboratively with internal teams, legal representatives, advocacy services, information governance specialists, and external regulatory bodies.

• Ensure learning from complaints, feedback, and information requests informs service development, quality assurance activities, and organisational improvement.

• Promote anti-racist, trauma-informed, and child-centred approaches throughout service delivery and decision-making.

• Manage responses to complex, high-profile, or sensitive complaints and information requests, escalating risks where appropriate.

• Maintain oversight of data protection compliance and support investigations involving the Information Commissioner’s Office (ICO) where required.

• Degree, professional qualification, or equivalent relevant experience.

• Significant experience managing complaints processes, investigations, and information requests within a public sector environment.

• Comprehensive knowledge of Children Act complaints procedures, corporate complaints processes, data protection legislation, GDPR, FOI, SARs, and Ombudsman requirements.

• Experience working within Children’s Services, Education, or a related public service environment.

• Strong understanding of relevant legislation, statutory guidance, and regulatory frameworks affecting Children’s Services.

• Experience leading, managing, motivating, and developing teams.

• Excellent written communication skills with the ability to present complex information clearly and concisely.

• Strong stakeholder management, negotiation, influencing, and conflict resolution skills.

• Experience producing reports, analysing data, identifying trends, and driving service improvements.

• Ability to manage complex and sensitive cases while maintaining confidentiality and professionalism.

• Strong organisational skills with the ability to manage competing priorities and meet statutory deadlines.

• Good knowledge of equality, safeguarding, anti-racist practice, and trauma-informed approaches.

• Proficiency in Microsoft Office and information management systems.

Desirable

• Professional qualification relating to complaints management, governance, information management, or public administration.

• Experience responding to Local Government and Social Care Ombudsman investigations.

• Experience handling Information Commissioner’s Office (ICO) enquiries and reviews.

• Knowledge of quality assurance frameworks within Children’s Services.

• Experience designing and delivering training programmes.

• Experience developing policies, procedures, and service improvement initiatives.

• Understanding of local government governance structures and political environments.