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- Tasks: Lead and improve complaints processes while managing a dedicated team.
- Company: North London Housing Association focused on service excellence.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Why this job: Make a real impact by turning complaints into valuable insights for improvement.
- Qualifications: Proven leadership in complaints handling and strong knowledge of relevant legislation.
- Other info: High-profile role with excellent career development in a supportive environment.
The predicted salary is between 43000 - 52000 £ per year.
James Stevens Associates are working with a North London based Housing Association that are now looking for a Complaints and Information Manager. Make your application after reading the following skill and qualification requirements for this position.
- 12 month Fixed Term
- £50,000 - £60,000
- North London / Walkable via London Underground Station
- 2 days per week in office X 3 days from home
The role will be covering coordination of complaints, Ombudsman, members enquiries (MPs and councillors), SAR, and FOI. The role manages a small team of officers to coordinate the administrative processes for Stage 1 and 2 complaints, members’ enquiries, Ombudsman enquiries, Freedom of Information requests, and Subject Access Requests. Make complaints count. Turn insight into impact. Lead service excellence.
We’re looking for an experienced, values-driven leader to take ownership of complaints, information rights, and member enquiries across the organisation and its subsidiaries. This is a high-profile role where you’ll lead a central Complaints & Information Team, shape excellent customer experiences, and use insight and intelligence to drive real service improvement. You’ll be a trusted point of contact for councillors and MPs, influence senior leaders, and ensure our approach is compliant, fair, and empathetic.
What you'll do:
- Lead and continuously improve complaints, member enquiries, FOI, EIR and SAR processes
- Inspire, coach and empower teams and managers to deliver high-quality, timely responses
- Act as senior escalation point and ambassador for the organisation
- Build strong relationships with councillors, MPs, regulators and partners
- Analyse trends, identify root causes and turn complaints into learning and improvement
- Lead engagement with Ombudsman services and ensure regulatory compliance
- Develop training, policies, assurance frameworks and a strong learning culture
What we're looking for:
- Proven leadership in complaints, information rights or regulatory/customer services
- Strong knowledge of complaints handling and information rights legislation
- Confident influencer who can challenge, persuade and collaborate at senior level
- Analytical thinker who uses data to improve services and outcomes
- Calm, credible and empathetic, even under pressure
Complaints and Information Manager in Clerkenwell employer: James Stevens Associates
Contact Detail:
James Stevens Associates Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints and Information Manager in Clerkenwell
✨Tip Number 1
Network like a pro! Reach out to people in the housing sector or those who work at the organisation you're eyeing. A friendly chat can give you insider info and might just get your foot in the door.
✨Tip Number 2
Prepare for the interview by practising common questions related to complaints management and information rights. We suggest using the STAR method to structure your answers – it’ll help you showcase your experience effectively.
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss how you've inspired teams in the past. Use specific examples that highlight your ability to turn complaints into learning opportunities.
✨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 take the initiative to connect with us directly.
We think you need these skills to ace Complaints and Information Manager in Clerkenwell
Some tips for your application 🫡
Read the Job Description Carefully: Before you start writing, make sure you fully understand what we're looking for in a Complaints and Information Manager. Highlight the key skills and qualifications mentioned, and think about how your experience aligns with them.
Tailor Your Application: Don’t just send a generic CV and cover letter! We want to see how your unique skills and experiences make you the perfect fit for this role. Use specific examples that demonstrate your leadership in complaints handling and your knowledge of information rights legislation.
Showcase Your Analytical Skills: Since this role involves analysing trends and using data to drive improvements, make sure to highlight any relevant experience you have in this area. We love seeing candidates who can turn insights into actionable changes!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at James Stevens Associates
✨Know Your Stuff
Make sure you brush up on complaints handling and information rights legislation. Familiarise yourself with the specific processes mentioned in the job description, like FOI and SAR. This will show that you're not just interested in the role but also knowledgeable about the key responsibilities.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams or improved processes in previous roles. Think about times when you inspired or coached others to achieve high-quality results. This is a leadership position, so demonstrating your ability to manage and motivate a team will be crucial.
✨Be Data-Driven
Since the role involves analysing trends and using data to drive improvements, come prepared with examples of how you've used data in past roles. Discuss any analytical tools or methods you’ve employed to identify root causes of complaints and how you turned those insights into actionable changes.
✨Build Relationships
Think about how you can demonstrate your ability to build strong relationships with stakeholders like councillors and MPs. Prepare anecdotes that highlight your communication skills and your experience in influencing senior leaders. This will help convey your capability as a trusted point of contact.
