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- Tasks: Lead a team to manage complaints and improve customer experiences.
- 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 positive change.
- Qualifications: Experience in complaints management and strong leadership skills.
- Other info: Join a dynamic team and influence senior leaders while working flexibly.
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
Legal 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 Legal Information Manager in Clerkenwell
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at the Housing Association or similar organisations. A friendly chat can sometimes lead to opportunities that aren’t even advertised.
✨Tip Number 2
Prepare for interviews by researching common questions related to complaints management and information rights. We recommend practising your responses with a friend or in front of a mirror to boost your confidence.
✨Tip Number 3
Showcase your leadership skills during interviews. Share specific examples of how you’ve inspired teams or improved processes in previous roles. This will help you stand out as a values-driven leader.
✨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 Legal Information Manager in Clerkenwell
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in complaints handling and information rights. We want to see how your skills align with the role, so don’t hold back on showcasing your leadership abilities!
Showcase Your Analytical Skills: Since this role involves analysing trends and improving services, include examples of how you've used data to drive improvements in past roles. We love seeing candidates who can turn insights into actionable changes!
Be Personable and Empathetic: This position requires a calm and credible approach, especially when dealing with complaints. Use your application to demonstrate your ability to connect with people and handle sensitive situations with empathy.
Apply Through Our Website: We encourage you to submit your application through our website for a smoother process. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves!
How to prepare for a job interview at James Stevens Associates
✨Know Your Legislation
Make sure you brush up on complaints handling and information rights legislation before the interview. Being able to discuss relevant laws and how they apply to the role will show that you're not just familiar with the basics, but that you’re ready to lead in this area.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past, especially in high-pressure situations. Highlight your ability to inspire and empower others, as this is crucial for the Complaints and Information Manager role.
✨Demonstrate Analytical Thinking
Be ready to discuss how you've used data to identify trends and improve services. Bring specific examples of how your analytical skills have led to positive outcomes in previous roles, as this will resonate well with their focus on turning complaints into learning.
✨Build Rapport with Stakeholders
Think about how you can demonstrate your ability to build strong relationships with councillors, MPs, and other stakeholders. Prepare anecdotes that showcase your influencing skills and your approach to collaboration at a senior level.
