Complaints & Information Manager

Complaints & Information Manager – Hackney Council

Fox Morris Group are working to recruit a Complaints & Information Manager

Purpose of the job

● Manage the operational delivery of all Children Act complaints, corporate complaints, information requests (including FOI/SARs), and Local Government and Social Care Ombudsman (LGSCO) enquiries in the Children & Education Directorate. The post-holder will ensure service delivery meets statutory deadlines and quality standards, while supporting the Head of Service in identifying trends for service improvement. You will act as the primary operational lead for the team, ensuring compliance with the LGSCO code and Data Protection legislation.

● To ensure that learning from complaints and information requests is analysed and linked with wider learning from the quality assurance framework in Children & Education and to share this learning with leaders and practitioners to inform strategy and service improvements to provide the highest quality support to our children and families.

Experience:

* Detailed understanding of the framework within which the Children & Education Directorate operates, including legislation, regulations, Government guidance and requirements of professional bodies.

* Comprehensive knowledge of Children’s Act complaints procedures and Data Protection legislation.

* Comprehensive knowledge of complaints processes and practice, specifically local authority and Children’s Act statutory complaints and LGSCO complaint handling code and best practice.

* High level understanding of the performance regime for the Children & Education Directorate, including assessment, inspection and regulation.

* Knowledge and understanding of the political framework of local government and the key elements relating to children’s services.

IF YOU WISH TO APPLY PLEASE RESPOND FIRSTLY WITH AN UP TO DATE CV, AVAILABILITY/ NOTICE PERIOD, THE ROLE YOU WOULD LIKE TO APPLY FOR & THE HOURLY RATE YOU REQUIRE.

We do not hold CV’s on file without first speaking
Only candidates based in UK and eligible to work in UK are allowed