Team Manager Customer Services (Complaints and FOIs)

Team Manager - Customer Services (Complaints & Information Governance)

Client: Local Authority
Rate: £450 per day (Umbrella)
Duration: 3 months
Working Hours: Monday to Friday, service operating 9am-5pm
Location: Hybrid working model, with a preference for onsite attendance two days per week (remote working may be considered)
Start Date: ASAPAdecco is delighted to be recruiting on behalf of our public sector client for an experienced Team Manager - Customer Services (Complaints & Information Governance) to lead a specialist team responsible for complaints management and information governance activities. This is an excellent opportunity for a knowledgeable and confident professional to make an immediate impact within a complex organisational environment.

The Role

As Team Manager, you will provide leadership and operational oversight to a team of six professionals, ensuring the effective delivery of customer services, complaints handling, and information governance processes. You will work closely with stakeholders across the organisation, providing expert advice and guidance on statutory information rights and governance requirements.

Key Responsibilities

Lead, manage and support the Customer Services Team, overseeing workloads, priorities and performance.
Ensure formal complaints are handled efficiently, fairly and within agreed timescales.
Provide expert advice on:
Freedom of Information (FOI)
Environmental Information Regulations (EIR)
Data Protection
Subject Access Requests (SARs)
Support organisation-wide compliance with information governance and records management requirements.
Oversee the operation and governance of the Records Centre.
Ensure statutory deadlines are met and accurate records of decisions, advice and responses are maintained.
Build strong working relationships across services, providing guidance on complex and sensitive issues.

About You

We are looking for an experienced leader with a strong background in information governance and customer-focused service delivery.

Essential Skills & Experience

Significant experience within information governance, ideally gained in a public sector or local government environment.
Strong knowledge of Data Protection legislation, Freedom of Information, Environmental Information Regulations and Subject Access Requests.
Experience managing, supervising or leading teams.
Previous experience overseeing complaints investigations, customer service operations or information management functions.
Excellent communication skills, with the ability to translate legal and procedural requirements into clear, practical advice.
Strong judgement and professionalism when handling sensitive information and complex customer issues.
Exceptional organisational skills, attention to detail and ability to manage competing priorities.
Experience working collaboratively across large organisations and influencing stakeholders at all levels.

Desirable

Experience within local government.
Legal or compliance-related background.
Experience using Civica iCasework.

Apply

If you have the expertise to lead a high-performing team and provide specialist information governance guidance in a fast-paced environment, we'd love to hear from you.

Apply today through Adecco to be considered for this exciting interim opportunity.

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