Complaints and Information Manager

Complaints and Information ManagerSalary: 26 per hour Location: NW9 4EW- Hybrid, 2 days in the office per week Contract: Temporary for 9-12 monthsAbout the RoleWe are seeking an experienced Complaints and Information Manager to lead our central Complaints and Information Team and support the delivery of an excellent customer experience across our client''s business and its subsidiaries.This senior role will shape how complaints, information rights requests, and members'' enquiries are managed ensuring fairness, transparency, compliance, and continuous learning across the organisation. If you are a confident leader with strong technical knowledge and a passion for improving services, we would welcome your application.Key ResponsibilitiesLead Complaints and Members'' EnquiriesOversee the end-to-end management of complaints and members'' enquiries.Coach and support complaint handlers to ensure high-quality responses.Act as the senior escalation point for complex enquiries.Build productive relationships with councillors, MPs, and their caseworkers.Ensure investigations are timely, thorough, and compliant.Manage Information RightsLead the handling of Freedom of Information (FOI), Environmental Information Regulations (EIR), and Data Subject Access Requests (DSAR).Ensure full compliance with legislation such as FOIA 2000, UK GDPR, and the Data Protection Act 2018.Provide advice and guidance to colleagues on information rights obligations.Support the Data Protection Officer in ..... full job details .....