Job summary
We are looking for an experienced manager to lead our Information Governance and Complaints team. This role is responsible for overseeing a team with a range of responsibilities and experience levels, ensuring work is delivered to a high standard, supporting staff development, and managing team performance and priorities. Strong line management experience is essential, as the postholder will play a key role in creating an effective, well-supported team.
Alongside team leadership, the role is responsible for managing complaints, Freedom of Information requests, data protection matters and wider information governance activities. The successful candidate will be comfortable handling complex and sensitive issues, working with colleagues at all levels, and helping to improve processes and services across the organisation.
This is an excellent opportunity for someone who combines strong people management skills with practical experience in complaints handling and information governance.
Main duties of the job
- Lead, manage and develop the Information Governance and Complaints team, ensuring workloads are prioritised and delivered to a high standard and to regulatory timeframes.
- Manage and investigate complaints relating to HRA services, procedures and research activity, ensuring they are handled fairly and within agreed timescales.
- Oversee the organisation's response to Freedom of Information requests and Data Subject Rights Requests, ensuring compliance with statutory requirements.
- Support the delivery of the HRA's information governance framework, including records management and data protection activities.
- Monitor and manage information governance breaches, providing advice and escalating issues where required.
- Build effective relationships with colleagues and external stakeholders, providing guidance, training and support on complaints and information governance matters.
- Produce reports, identify opportunities for service improvement, and help shape policies and processes across the organisation.
About us
At the HRA, we are committed to fostering a supportive and inclusive working environment where we actively invest in the development and empowerment of our staff, enabling them to perform at their best. We strive to promote a healthy workplace culture where wellbeing, collaboration, and professional growth are valued and encouraged.
Working at the HRA, we support flexible working, recognising that home based or hybrid arrangements provides us with the most productive environment to work well. Where possible, we'll offer a working pattern that suits you.
The HRA offers home based contracts for all locations. Newcastle, Manchester and Nottingham based staff can be office based and hybrid working arrangements are also possible. We encourage you to speak with us to explore how this could be accommodated.
We are committed to creating an inclusive workplace that promotes and values diversity. We know from experience that different ideas, perspectives and backgrounds create a stronger, more creative workplace that helps us to deliver the best services. We welcome applications which represent the rich diversity of our community: age, disability, gender identity and expression, ethnicity, religion or belief, sex, sexual orientation and other diverse characteristics, and we have policies in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process.
Person Specification
Qualifications
Essential
- Degree qualification or extensive portfolio of evidence or equivalent level of experience or achievement
Desirable
- Information governance related qualification
- Complaints management related qualification
Knowledge, Skills and Expertise:
Essential
- Excellent working knowledge relating to complaints management
- Excellent working knowledge relating to data protection, information governance and freedom of information management
Desirable
- Good understanding of the research approval, NHS governance and ethical review processes for UK health research
Experience
Essential
- Experience of communicating, both verbally and in writing, with a range of stakeholders regarding highly complex complaints / information requests and or sensitive issues
- Significant experience of coordinating the operational management of a team and providing effective line management
Desirable
- Experience of working within the NHS, higher education, and/or clinical research
Analytical and Judgemental Skills:
Essential
- Excellent organisational skills with the ability to prioritise against a background of change and uncertainty
Interpersonal skills
Essential
- Excellent interpersonal skills to be able to communicate with a range of external stakeholders including members of the public, patients and research participants concerning sensitive areas
Other
Essential
- Commitment to inclusivity and valuing diversity
Employer details
Employer name
Health Research Authority
Address
Newcastle
Holland Drive
Newcastle Upon Tyne
NE2 4NQ
United Kingdom
Employer's website
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Information Governance and Complaints Manager in Newcastle upon Tyne employer: Health Research Authority
The Health Research Authority in Newcastle upon Tyne is an exceptional employer, offering a collaborative work culture that prioritises professional development and employee well-being. With a focus on meaningful contributions to health research, employees benefit from flexible working arrangements, opportunities for secondments, and the chance to make a significant impact on public health outcomes. Join us to be part of a dedicated team that values innovation and excellence in information governance.
