At a Glance
- Tasks: Lead a team to manage complaints and ensure high-quality service delivery for children's services.
- Company: London Borough of Hackney, committed to equality and empowerment.
- Benefits: Competitive pay, hybrid working, and the chance to make a real impact.
- Other info: Join a dynamic team dedicated to making a difference in children's lives.
- Why this job: Drive service improvements and uphold children's rights in a supportive environment.
- Qualifications: Experience in complaints management and a passion for anti-racist practices.
The predicted salary is between 30000 - 40000 £ per year.
Location: Hackney E8
Pay: £244.79 Per Day PAYE / £329.87 Per Day Umbrella
Hybrid: 2 days required in the office
Start Date: 29th June
Length: 3 months
DBS Required
About the Role
Are you a highly organised leader with a passion for driving service improvements and upholding children's rights? The London Borough of Hackney is seeking a Complaints & Information Manager to lead our operational delivery of Children Act complaints, corporate complaints, and statutory information requests (including FOIs and SARs). In this pivotal role, you will act as the primary operational lead, ensuring our services meet statutory deadlines and strict quality standards while embedding a restorative, anti-racist approach to complaints handling. You will be crucial in ensuring that learning from complaints directly informs our wider quality assurance framework, helping us provide the highest quality support to our children and families.
Key Responsibilities
- Team Leadership: Manage and inspire a dedicated team, including 3x Complaints & Information Officers, 1x Senior Information Officer, and 1x Information Officer.
- Complaints Management: Oversee Children Act and corporate complaints, ensuring they are dealt with speedily and professionally. You will lead on early resolution ('pre-stage 1') processes and quality assure investigation reports.
- Information Governance: Maintain oversight for the compliant processing of Freedom of Information (FOI) and Subject Access Requests (SARs), adhering closely to Data Protection legislation.
- Ombudsman & ICO Liaison: Act as the primary point of contact for the Local Government and Social Care Ombudsman (LGSCO) and resolve issues referred to the Information Commissioner's Office (ICO).
- Continuous Learning: Analyze trends from feedback to present regular updates, integrate findings into staff training, and track action plans to improve practice across the directorate.
What We Are Looking For
- Experience: Significant experience in complaints investigations (corporate and Children's Act) and strategic oversight of complex information requests (SARs/FOIs). Experience working within a children's services context is essential.
- Leadership Skills: Proven track record of managing, motivating, and supervising staff.
- Values-Driven Practice: Knowledge and awareness of the impact of systemic racism and oppression, with the ability to champion proactive anti-racist and anti-oppressive practices.
- Communication & Relationship Building: Exceptional written and interpersonal skills, with the ability to manage conflict sensitively, build trust, and negotiate effectively with internal and external stakeholders.
- Qualifications: A degree, relevant professional qualification, or equivalent recent and relevant experience.
Please Note: A satisfactory Disclosure and Barring Service (DBS) check is required for this role.
Why Hackney?
At Hackney, we are committed to equality, empowerment, and public service. We model a Systemic, Trauma-informed, and Anti-racist (STAR) approach. If you want to put the highest duty to children at the centre of your decision-making, we want to hear from you!
Ready to make a difference? Apply today!
Complaints & Information Manager employer: Connect2Hackney
The London Borough of Hackney is an exceptional employer, dedicated to fostering a supportive and inclusive work environment that prioritises equality and empowerment. As a Complaints & Information Manager, you will benefit from a collaborative culture that values your leadership skills and offers opportunities for professional growth while making a meaningful impact on children's services. With a commitment to a Systemic, Trauma-informed, and Anti-racist (STAR) approach, Hackney provides a unique platform for you to drive service improvements and uphold children's rights in a vibrant community.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints & Information Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the field of complaints management and children's services. Attend relevant events or webinars to meet potential employers and get your name out there.
✨Tip Number 2
Prepare for interviews by researching the organisation's values and recent initiatives. Be ready to discuss how your experience aligns with their commitment to anti-racist practices and service improvements.
✨Tip Number 3
Showcase your leadership skills during interviews. Share specific examples of how you've motivated teams and handled complex complaints, especially in a children's services context.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Complaints & Information Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in complaints management and leadership. We want to see how your skills align with the role of Complaints & Information Manager, so don’t hold back!
Showcase Your Values:Since we’re all about equality and anti-racist practices, it’s important to reflect these values in your application. Share examples of how you’ve championed these principles in your previous roles.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language to demonstrate your exceptional written communication skills, as this is key for the role.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity!
How to prepare for a job interview at Connect2Hackney
✨Know Your Stuff
Make sure you’re well-versed in the specifics of complaints management and information governance. Brush up on the Children Act, FOIs, and SARs, as well as any recent trends in complaints handling. This will show that you’re not just interested in the role but also knowledgeable about the key issues at hand.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in managing and inspiring teams. Think about times when you’ve motivated staff or resolved conflicts effectively. This is crucial for the Complaints & Information Manager role, so be ready to discuss your leadership style and how it aligns with the values of Hackney.
✨Emphasise Values-Driven Practice
Be prepared to talk about your understanding of systemic racism and oppression, and how you can champion anti-racist practices in your work. Share specific instances where you’ve implemented these values in your previous roles, as this will resonate well with the ethos of the London Borough of Hackney.
✨Practice Your Communication Skills
Since exceptional written and interpersonal skills are a must, consider doing mock interviews or practicing your responses with a friend. Focus on how you can manage conflict sensitively and build trust with stakeholders. Clear communication will be key in demonstrating your fit for this role.
