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- Tasks: Lead a team to manage complaints and improve customer experiences.
- Company: Join a North London Housing Association 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: Work in a supportive environment with a focus on collaboration and learning.
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
Records Management 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 Records Management 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. We can’t stress enough how valuable personal connections can be in landing that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their approach to complaints and information management. We want you to show them you’re not just a fit for the role, but also for their culture!
✨Tip Number 3
Practice your responses to common interview questions, especially those related to leadership and handling complaints. We recommend doing mock interviews with friends or using online resources to boost your confidence.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can leave a lasting impression. We believe it shows your enthusiasm and professionalism, which can set you apart from other candidates.
We think you need these skills to ace Records Management 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 information rights.
Showcase Your Analytical Skills: Since we’re looking for someone who can analyse trends and improve services, make sure to include examples of how you've used data to drive improvements in your previous roles. This will show us you're the analytical thinker we need!
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’s super easy to do!
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 your chance to demonstrate that you can be the values-driven leader they’re looking for.
✨Be a Problem Solver
Think of specific instances where you turned complaints into learning opportunities. Be ready to discuss how you analyse trends and identify root causes. This will highlight your analytical thinking and ability to drive service improvement, which is crucial for this role.
✨Build Rapport
Since you'll be working with councillors, MPs, and other stakeholders, practice how you would build strong relationships with them. Prepare to discuss your approach to collaboration and influencing at a senior level. Being calm and empathetic under pressure will also be key, so think of examples that showcase these traits.
