Complaints and Information Manager
Posted 1 week ago by James Stevens Associates
£60,000 Per year
Fixed-Term
Hybrid
London
Summary: The Complaints and Information Manager role at a North London Housing Association involves leading a team to manage complaints, member enquiries, and information rights processes. This position is critical for ensuring compliance and enhancing customer experiences through effective complaint resolution and service improvement. The role is offered on a 12-month fixed-term contract with a hybrid working arrangement. The ideal candidate will possess strong leadership skills and a deep understanding of complaints handling and information rights legislation.
Key Responsibilities:
- 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 organization
- 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
Key Skills:
- Proven leadership in complaints, information rights or regulatory/customer services
- Hands-on approach to managing a busy role
- 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
Salary (Rate): £60,000 yearly
City: London
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: fixed-term
Seniority Level: Mid-Level
Industry: Other
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