At a Glance
- Tasks: Lead and manage complaints handling and information requests to improve services for children and families.
- Company: Hackney Council, a dynamic and progressive local authority in London.
- Benefits: Competitive salary, inclusive workplace, and opportunities for professional growth.
- Other info: Join a vibrant team committed to anti-racist practices and community empowerment.
- Why this job: Make a real difference in the lives of children and families while promoting equity and inclusion.
- Qualifications: Experience in complaints management and strong leadership skills required.
The predicted salary is between 40000 - 50000 £ per year.
Hackney is one of the most dynamic and progressive local authorities in the UK. We are a resilient, vibrant, and creative borough in the heart of London, with strong, diverse communities and a powerful set of shared values. Over the past twenty years, the Council has built up first‑class services, outstanding public infrastructure, and a reputation for excellence, innovation, and ambition. We are leading the way on essential work such as our fight for equity in Hackney with a particular focus on becoming an actively anti‑racist borough. But the work doesn’t stop there; we are proactive in our approach to bringing fairness to all aspects of life including gender, neurodiversity and across the poverty divide.
Our Children & Education Directorate services aim to cultivate a future where every child, young person, and their family is empowered to thrive. Where the barriers to educational and personal development are dismantled, allowing each individual to reach their fullest potential. We envision a future where our unified approach, built on our relational Systemic, Trauma‑informed and Anti‑Racist (STAR) practice model, creates transformative experiences that inspire trust, foster belonging, and enrich lives.
The Complaints & Information Manager is a crucial role within the Children and Education Directorate, responsible for managing complex statutory and corporate complaint investigations. As the Directorate’s expert on Children’s Act, Council, and LGSCO complaints, you will manage case workflow for high‑risk cases, ensure quality investigation and response, and act as a strategic partner to identify systemic service failures and mitigate organisational risk. A key focus of the role includes translating complaint insights into service improvement by monitoring trends and ensuring the child’s voice is central to the wider quality assurance programme, all while modelling a Systemic, Trauma‑informed, and Anti‑racist (STAR) approach. The role also provides coordination and support for processing information requests like FOIs and SARs, ensuring compliance with the Data Protection Act and GDPR legislation and guidance.
You will be an experienced leader with strong expertise in complaints management, information governance and statutory compliance, ideally within a local authority or public sector environment. You will be confident in managing complexity, influencing senior stakeholders and leading teams through change.
Key Responsibilities- Complaints and Information Request Management
- Lead, develop and manage the delivery of complaints handling, Members’ enquiries, Freedom of Information (FOI) requests, and information requests and enquiries from statutory agencies
- Ensure appropriate resources are deployed to deliver an efficient, effective and timely service across the portfolio
- Develop, implement and maintain policies, systems, processes, performance frameworks and governance standards
- Manage complex, sensitive and contentious investigations, applying innovative solutions that protect the Council’s reputation
- Line‑manage up to 5 directly managed staff
- Oversee indirectly manage and support consultancy or contract staff (e.g. IPs, IOs)
- Provide guidance, training, and support to staff on complaints handling
- Promote a culture of learning and continuous improvement
- Ensure effective performance management and quality assurance of complaints
- Lead by example, modelling and embedding our Anti‑Racist Practice Standards and STAR approach
- Promote a culture of best practice, learning and continuous improvement in complaints handling and information governance
- Interpret complex national policy and legislation and translate this into effective operational practice, acting as the Directorate’s subject‑matter expert
- Provide strategic oversight that enhances organisational effectiveness and service delivery
- Collate and present performance data and key metrics
- Report on service effectiveness and responsiveness
- Recommend improvements based on analysis
- Ensure compliance with all relevant legislative and regulatory requirements
- Act as subject matter expert for complaints processes within Children and Education services
- Support inspections, audits, and Ombudsman investigations
A DBS is required for this position. Hackney Council works to eradicate discrimination on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. We also recognise that people can be disadvantaged by their social and economic circumstances, so we will also work to eliminate discrimination and disadvantage caused by social class.
Complaints & Information Manager employer: Hackney Borough Council
Hackney Council is an exceptional employer, committed to fostering a diverse and inclusive work environment that prioritises equity and social justice. With a strong focus on employee development and a culture of continuous improvement, staff are empowered to make meaningful contributions to the community while working in a vibrant borough at the heart of London. The Complaints & Information Manager role offers the opportunity to lead impactful initiatives that enhance service delivery and ensure the voices of children and families are heard, all within a supportive and innovative team atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints & Information Manager
✨Dive into Local Government Events
Get yourself to local government events and public sector job fairs. These are great for meeting recruiters and understanding what different organisations, like Hackney Borough Council, are looking for. Plus, it shows your genuine interest in the sector!
✨Join Relevant Networks
Look for communities focused on public sector careers. Whether it’s local networking groups or online forums, connecting with professionals in the field can provide insider knowledge and opportunities that you won’t find on typical job boards.
✨Utilise Your University’s Resources
If you’re freshly graduated or still studying, make the most of your university's careers service. They often have exclusive partnerships with companies like Hackney Borough Council and can help you get your foot in the door for these full-time public sector roles.
✨Stay Updated with Government Initiatives
Keep your finger on the pulse regarding new government projects and policies. Understanding current initiatives can give you a leg up in interviews, showing that you are informed and genuinely interested in making a difference in the public sector.
We think you need these skills to ace Complaints & Information Manager
Some tips for your application 🫡
Highlight Relevant Experience:In the public sector, having experience in community engagement, policy analysis, or project management stands out. Make sure to showcase any previous roles or volunteer work that reflects your understanding of public service values and how they've shaped your career path.
Showcase Your Knowledge of the Sector:When you’re applying for a government role, it’s crucial to demonstrate your understanding of the current political landscape and public policies. Consider including articles you've written or relevant projects that underline your capability to engage with these concepts effectively.
Tailor Your CV to Reflect Core Competencies:Government positions often require a clear demonstration of competencies such as communication, teamwork, and problem-solving. Try to structure your CV to highlight these skills, using specific examples of how you’ve applied them in past experiences, ideally with quantifiable outcomes where possible.
Craft a Compelling Cover Letter:Your cover letter is your chance to tell your story and convey your passion for public service. Discuss why you want to work for Hackney Borough Council and how your values align with their mission. Be genuine and let your enthusiasm shine through—this can really set you apart from other candidates.
How to prepare for a job interview at Hackney Borough Council
✨Get to Know Public Sector Values
Before your interview with Hackney Borough Council, dig deep into their mission and values, especially how they align with public service and community impact. Understand the key policies or initiatives they are involved in – you’ll want to show that you genuinely care about serving the community.
✨Brush Up on Regulatory Knowledge
Brush up on the regulations, laws, and compliance standards relevant to the role you’re applying for. Since this is the government and public sector, they might throw technical questions related to policy frameworks or project management best practices that you'll need to navigate day-to-day.
✨Highlight Teamwork and Collaboration
The government sector thrives on collaboration. Be ready to discuss how you've successfully worked in diverse teams or involved stakeholders in your projects. Show us how you bring people together to get a common goal achieved – that's what public service is all about!
✨Prepare Real-Life Examples
Craft a few STAR (Situation, Task, Action, Result) stories that demonstrate your experience in similar roles. Whether it’s a project that made a difference in the community or a challenging situation you managed, be ready to express how your skills and experiences make you a valuable asset for Hackney Borough Council.
