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- Tasks: Lead a team to manage complaints and improve customer experiences.
- Company: Dynamic Housing Association in North London with a focus 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 management and strong knowledge of relevant legislation.
- Other info: Join a supportive 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
Management 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 Management 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 the values-driven leader they’re looking for.
✨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 Management 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 Achievements: When detailing your past roles, focus on specific achievements that demonstrate your ability to improve processes and lead teams. Use data and examples to illustrate how you've turned complaints into learning opportunities – this is key for us!
Be Authentic: We’re looking for someone who embodies our values, so let your personality shine through in your application. Share your passion for customer service and how you’ve made a positive impact in previous roles – we love to see genuine enthusiasm!
Apply Through Our Website: Don’t forget 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 to join our team at StudySmarter!
How to prepare for a job interview at James Stevens Associates
✨Know Your Stuff
Make sure you brush up on your knowledge of 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 understand the intricacies involved.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've successfully led a team or improved processes. Think about how you inspired and empowered your team to deliver high-quality responses. This is crucial for demonstrating your fit for a leadership role.
✨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 previous roles. Discuss specific metrics you tracked and how they influenced your decision-making process.
✨Build Rapport
Given the importance of building relationships with councillors, MPs, and other stakeholders, practice your communication skills. Be ready to discuss how you would approach these relationships and ensure that your interactions are empathetic and effective.
