Complaints and Information Manager

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The Vacancy
An exciting opportunity has arisen for an enthusiastic person to take on The Barnet Groups Complaints and Information Manager role. This is an essential and high-profile role. We are looking for a highly motivated person with initiative and the ability to work flexibly in a dynamic environment. It is an interesting and sometimes challenging role and is certainly never dull!

The Vacancy
An exciting opportunity has arisen for an enthusiastic person to take on The Barnet Groups Complaints and Information Manager role. This is an essential and high-profile role. We are looking for a highly motivated person with initiative and the ability to work flexibly in a dynamic environment. It is an interesting and sometimes challenging role and is certainly never dull!
This role does not typically require you to investigate and respond directly to complaints and members enquiries yourself, although you will provide support and advice to colleagues across the business who do.
Reporting to the Director of Strategy, you will help to shape and influence our culture of providing excellent customer service, both to external and internal customers, with a focus on all areas of our diverse business, including social housing and adult social care. You will work closely and build relationships with colleagues, customers, and stakeholders in your role providing a comprehensive complaints and information requests service, including coordinating Freedom of Information, Subject Access Requests, and Members Enquiries. You will manage our team of Complaints and Information Officers, providing leadership and coaching to ensure and maintain high performance and standards within the team.
In this role you will play a significant part in helping to further the reputation of The Barnet Group. The nature of the role means that your profile will be raised as you work closely with senior officers and other colleagues at The Barnet Group and Barnet Council, as well as important stakeholders including local councillors and MPs and their case workers.
You will be at the forefront of identifying trends and potential areas for improvement and will personally make a tangible difference to our customers by supporting, advising, and advocating on their behalf. A successful candidate with the appetite and ambition to do so will have the potential to be innovative and to influence across all of our operations.
It is a fantastic opportunity to take on a role in which you will build your knowledge of all The Barnet Groups diverse business, have great exposure as you continue your housing career, and feel personal satisfaction and accomplishment as you help to build relationships with customers and improve the outcomes they experience.
We are looking for someone with the right attitude and commitment who will help us to achieve our vision of our customers being our biggest advocates. To excel in this exciting role, you will be able to demonstrate a passion for excellent customer service, and be motivated, proactive, and professional. You will have the necessary strong interpersonal, organisation, and communication skills to be able to balance varied tasks across a diverse workload. We are looking for someone who is experienced in customer service, information rights, and complaints handling, and has performed a leadership role in these areas with great success previously.
In return, we can offer you the opportunity to join a friendly and enthusiastic team that is passionate about making a difference through our work.
You will have a high degree of independence and must be able to prioritise your own workload while working with different stakeholders to advise and support them with their needs. You will benefit from experience of working with internal and external stakeholders to address problems through learning from complaints and other enquiries.
You will be a strong collaborator and able to work flexibly with colleagues across the organisation to deliver on our priorities and ensure a seamless and consistent service is received by all our customers.
What you\’ll need to succeed?
Ideally, you will have experience of using QL, our housing management system, and SharePoint, our CRM.
You Will Also
Have excellent verbal and written communication skills;
Have an empathetic yet objective approach;
Have the ability to work collaboratively and effectively as part of a team;
Have persistence, determination, and good common sense;
Have the ability to work well under pressure and meet strict deadlines;
Have analytical thinking skills and the ability to make a compelling case for any recommendations you identify;
Be comfortable using technology.
And To Really Stand Out From The Crowd
Have successfully performed a similar role in another organisation, or have significant experience of dealing with complaints, enquiries, and information rights requests from customers and stakeholders
Have a good understanding of the business context relative to The Barnet Group (in particular: social housing, homelessness, and adult social care);
Be fun and self-motivated, with the ability to work in a diverse and fast-paced environment;
Be curious and seek to learn and improve.
What you need to do now?
If you\’re interested in this role, look at the attached Job Description for more details and if its the ideal job for you, click \’apply now.
Whats in it for you?
Benefits
Were committed to making The Barnet Group a really great place to work. As well as offering a positive culture, we offer a generous pay and benefits package, some of which are listed below:
We are a London Living Wage Employer
25 days annual leave, rising with length of service
Ability to buy or sell up to five days annual leave per year
Life insurance – 3x of annual salary
Employee Assistance Programme
Volunteering Activities
Flexible and agile working
Flexible Benefits & Pension access to a variety of benefits to choose from
Career progression across the organisation with our mentoring programme and apprenticeships
Access to extensive learning and training opportunities with learning pool platform
The Barnet Group is a mindful employer with trained Mental Health First Aiders
The Barnet Group
Would you like to be part of a phenomenal team of 1,000 colleagues who every day are making a positive impact on more than 14,000 families in and around the diverse communities of Barnet? If so, then the Barnet Group can offer you what you are looking for.
The Barnet Group prides itself on being an inclusive employer so that our people can be their authentic self. We promote an environment where each staff member feels valued while also acknowledging their differences and how these differences contribute to our culture and business outcomes.
We celebrate different points of view and want to encourage a diverse group of residents who are representative of the community we serve to get involved and engage with us regardless of age, disability, gender or gender identity, ethnic origin or race, religion or belief, and sexual orientation.
We understand that some customers may, due to the nature of their disability, find it difficult to engage with us or access our services. We aim to ensure that all applicants are provided with equal opportunities, and to that end we strive to comply with the requirements of the Equality Act 2010. Should you have a disability and require a particular adjustment to be made to allow you to fully participate or engage with us, please make this known to us so that we can consider your request, discuss your requirements with you, and reach an agreement.
Most importantly, we believe in the three Cs of inclusion; by being curious, courageous, and committed individuals, we inspire our teams to become more welcoming and inclusive.
Our values are also an integral part of the way we work together, and they are:
Show Respect We Respect Each Other And Our Customers.
Find solutions we find solutions to meet peoples needs.
Make a difference we make a positive difference to peoples lives.
Be person centred – Treat everyone you meet as an individual, and remember, one size does not fit all.
Closing Date: 1st May 2025
Interview Date: w/c 16 June 2025

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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