OR103938 – Directorate Support Manager in London

Main Purpose of the job

Provide modern, customer‑focused, efficient and effective administrative and clerical support to directorates, including project support where required, through line management of a team of Directorate Support Officers. Deliver a wide range of both routine and more complex administrative tasks in order to support the effective and efficient delivery of services within directorates. This role will lead the operational delivery of the council’s directorate support function for Freedom of Information, Environmental Information and related information rights requests within the service area. The post holder will manage day‑to‑day caseload performance, supervise staff, provide expert advice on request handling, exemptions, redaction and internal reviews, and ensure responses are accurate, lawful and issued within statutory timescales. It will promote high standards of information governance, continuous improvement and accountability across the organisation. Future need may dictate that you will be required to support other Directorates at a later date.

As a Lewisham Team Leader you will:

• Adapt the planned delivery of services to ensure changing community and customer needs.
• Monitor and review service outcomes ensuring effective delivery of personal and team objectives.
• Ensure the continuous improvement in services using creative and informative inventions as well as effective performance and quality management.
• Plan, deploy and co‑ordinate people resources to meet changing operational needs.
• Ensure services meet statutory and identified organisational standards and regulations.
• Ensure an understanding of the impact of your service on other functions.

As a Directorate Support Manager you will:

• Manage and oversee the day‑to‑day handling of Freedom of Information, Environmental Information and related information rights requests across the directorate, ensuring compliance with statutory deadlines, internal procedures and quality standards.
• Line manage and support the Freedom of Information Request Directorate Support Officer and any other relevant staff, including allocating work, setting priorities, monitoring performance, providing supervision, and supporting development.
• Act as the main operational point of escalation for complex, sensitive, high‑profile or overdue requests, providing advice and direction to officers and service leads.
• Review draft responses and supporting information to ensure that disclosures are accurate, clearly presented and legally compliant, and that exemptions, exceptions and redactions are applied appropriately.
• Oversee and coordinate internal reviews, complaints and correspondence with the Information Commissioner’s Office, ensuring that cases are investigated thoroughly and responses are issued within required timescales.
• Work closely with services across the council to obtain information, resolve delays, improve quality of responses and promote timely engagement with the request handling process.
• Provide practical and professional advice to managers and officers on the application of Freedom of Information, Environmental Information and related information rights requirements.
• Maintain oversight of request logs, workflow systems, disclosure records and performance data, ensuring that records are complete, accurate and suitable for reporting, audit and assurance purposes.
• Produce and present regular performance reports on caseloads, response rates, internal reviews, overdue cases, themes and risks to senior managers and governance leads.
• Develop, review and improve templates, procedures, guidance and local working practices to strengthen consistency, compliance and customer service.
• Support awareness raising and training for officers across the organisation to improve understanding of information rights obligations, records handling and statutory deadlines.
• Identify emerging risks, recurring issues and opportunities for improvement, escalating significant concerns and recommending service changes where required.
• Ensure all work is handled securely and confidentially in accordance with data protection, records management, confidentiality and council policies.
• Undertake other information governance or operational management duties appropriate to the grade of the post.

As part of a corporate administrative function, you may be required at times to support other areas of the authority with their administrative duties. This could include, for example, support for OFTSED inspections, Peer Challenges, and any other urgent administrative matter. The post‑holder may be required to change location in accordance with the needs of the service.

Internal Contacts: These include Members, Chief Executive, Executive Directors, Directors and Senior Managers and all staff across the organisation.

External Contacts: The role will also involve liaison with members of the public, partner bodies, regulators including the Information Commissioner’s Office, and other public authorities where required.

All employees are required to participate in the Performance Evaluation Scheme (PES) and to undertake appropriate training and development identified to enhance their work. Undertake other duties, commensurate with the grade, as may reasonably be required. Consideration will be given to restructuring the duties of this post for a disabled postholder.

Number of fully managed staff: 1

Equality & Diversity Awareness of and a commitment to Equality of Access and Opportunity in a diverse community Understanding how equality and diversity relates to this post

Knowledge Sound working knowledge of the Freedom of Information Act 2000, Environmental Information Regulations 2004 and associated codes of practice, with the ability to apply these in operational decision‑making. Knowledge of wider information governance, including data protection, records management, publication schemes or transparency requirements. Understanding of good customer service provision. Awareness of the impact of major legislative change on local authority political and organisational structures as well as services and functions.

Aptitude To work on own initiative, under pressure and manage sensitive situations and conflict To work flexibly and in innovative ways Ability to manage and oversee and deliver a range of administrative, business support and customer contact processes.

Skills Skills can only be used as shortlisting criteria if the skill is to be tested. Strong organisational skills, with the ability to manage competing priorities, maintain oversight of a busy caseload and ensure statutory deadlines are met. Strong written and verbal communication skills, with the ability to provide clear advice, review formal correspondence and work confidently with a wide range of stakeholders. Ability to analyse information, identify risks, make sound judgements and elevate issues appropriately.

Experience Substantial experience of managing or coordinating Freedom of Information, Environmental Information or related information rights requests in a public sector, governance or regulated environment. Experience of supervising or line managing staff, including allocating work, monitoring performance and supporting development. Experience of handling complex, sensitive or high‑profile information requests, including advising on exemptions, redaction, internal reviews and escalations. Experience of using case management systems, databases and Microsoft Office applications to monitor, report on and improve service performance. Experience of working within local government or a similarly complex public body. Experience of liaising with or responding to the Information Commissioner’s Office or supporting regulatory investigations and complaints. Experience of developing procedures, templates, guidance or training to improve compliance and service delivery.

General Education Relevant professional qualification or training in information governance, data protection or records management.

Personal Qualities Able to remain calm when working under pressure with a high workload. Positive attitude to solving complex problems. Responsive and customer‑focused attitude, with a flexible approach to working as part of a team and a willingness to learn new skills.

Circumstances Able to work outside standard working hours as required. Able to meet the Council’s requirements for the post.

Physical Generally candidates must meet the standard Lewisham requirements for the post.