Information Governance Officer (Complaints) in Keynsham

At Bath & North East Somerset Council we have one overriding purpose – to improve people’s lives.

We are looking for a motivated and organised Information Governance Officer (Complaints) who is committed to delivering excellent customer service to join our busy Complaints Team. This is an important role helping to ensure complaints and compliments are handled fairly, consistently and professionally across Children’s Services, Adult Social Care and Public Health.

As an IGO (Complaints), you will support the Complaints Team Manager to make sure complaints and compliments are managed in line with statutory and corporate guidance. You will be a key point of contact for people using our services, helping them understand the complaints process and ensuring their concerns are recorded and progressed appropriately.

You will work closely with colleagues and managers across the organisation, support complaint investigations, collate records for investigations and Ombudsman enquiries, prepare correspondence, maintain accurate case records, contribute to monitoring reports and take minutes at complex meetings.

You will be organised, accurate and confident communicating with a wide range of people by phone and email. You will be able to manage sensitive information carefully, keep clear records and work well under pressure. Strong written communication skills, attention to detail and the ability to take accurate minutes are essential.

Experience or knowledge of Children’s Services and/or Adult Social Care would be helpful, but it is not essential. We will provide training, regular supervision and support to help you develop in the role.

You will join a high-performing and supportive team that takes pride in delivering a professional service. The role supports flexible working, including the option to work from home with up-to-date technology. Our main offices are in the modern Civic Centre in Keynsham, between Bath and Bristol and close to public transport links. There may also be opportunities to work from our offices at the Guildhall in Bath and The Hollies in Midsomer Norton.

If you are interested in this post & require more details or just to chat through the role & what’s involved, please contact Sarah Watts, Complaints & Data Protection Team Manager by email: sarah_watts@bathnes.gov.uk or Telephone: (01225) 477931.

Interview date: 30/09/2026

No Agencies Please.

Please note that this advert may close earlier than the stated closing date due to high demand. We advise all interested candidates to apply as soon as possible.

Please note, BANES Council operates a policy of prior consideration for roles for any individual on the Council’s at-risk register (redeployee). This means should a redeployee express an interest in this role, providing they meet the essential criteria for the role they will be considered ahead of external applicants.

Working at Bath and North East Somerset provides an opportunity to contribute to your community and make a positive impact on the lives of residents. Our values shape how we work to deliver public services, and how we communicate with the residents we serve. We care about the best outcomes for local people, through our public services.

We offer a wide range of benefits, to ensure that you are paid fairly for your work, have the flexibility to enjoy a great work/life balance, and have the support you need.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join us. The Council is committed to having a diverse and inclusive workforce. Applications for job-share, part-time and flexible working arrangements are welcomed and will be considered in line with business needs.

Please note that this role is subject to a Basic DBS Check.

Safeguarding Statement: The Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable groups and expects all employees and volunteers to share this commitment.