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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: Join a dynamic team and influence positive change in the community.
The predicted salary is between 42000 - 72000 £ 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
Information and Complaints 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 Information and Complaints Manager in Clerkenwell
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with professionals on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their approach to complaints and information management, and think about how your experience aligns with their goals. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice your responses to common interview questions, especially those related to leadership and handling complaints. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your skills effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Information and Complaints 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 the Information and Complaints Manager role. 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 experiences and skills 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 turning complaints into learning opportunities, make sure to highlight any relevant experience you have with data analysis. We love seeing how you've used insights to drive service improvements in the past!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
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 crucial for a role that requires managing a team and influencing senior leaders.
✨Be Data-Driven
Since the role involves analysing trends and using data to drive improvements, come ready with examples of how you've used data in past experiences. Discuss specific metrics or outcomes that resulted from your analytical thinking to demonstrate your impact.
✨Build Rapport
Practice building rapport during the interview. Since you'll be working closely with councillors and MPs, showing that you can connect with various stakeholders is key. Use active listening and engage with the interviewer to create a positive atmosphere.
