Complaints & Information Manager

Hackney is one of the most dynamic and progressive local authorities in the UK. We are a resilient, vibrant, and creative borough in the heart of London, with strong, diverse communities and a powerful set of shared values. Over the past twenty years, the Council has built up first-class services, outstanding public infrastructure, and a reputation for excellence, innovation, and ambition. We are leading the way on essential work such as our fight for equity in Hackney with a particular focus on becoming an actively anti-racist borough. Our Children & Education Directorate services aim to cultivate a future where every child, young person, and their family is empowered to thrive.

The Complaints & Information Manager is a crucial role within the Children and Education Directorate, responsible for managing complex statutory and corporate complaint investigations. As the Directorate’s expert on Children's Act, Council, and LGSCO complaints, you will manage case workflow for high-risk cases, ensure quality investigation and response, and act as a strategic partner to identify systemic service failures and mitigate organisational risk. A key focus of the role includes translating complaint insights into service improvement by monitoring trends and ensuring the child's voice is central to the wider quality assurance program, all while modeling a Systemic, Trauma-informed, and Anti-racist (STAR) approach. The role also provides coordination and support for processing information requests like FOIs and SARs, ensuring compliance with the Data Protection Act and GDPR legislation and guidance.

You will be an experienced leader with strong expertise in complaints management, information governance and statutory compliance, ideally within a local authority or public sector environment. You will be confident in managing complexity, influencing senior stakeholders and leading teams through change.

• Lead, develop and manage the delivery of complaints handling, Members’ enquiries, Freedom of Information (FOI) requests, and information requests and enquiries from statutory agencies.
• Ensure appropriate resources are deployed to deliver an efficient, effective and timely service across the portfolio.
• Develop, implement and maintain policies, systems, processes, performance frameworks and governance standards.
• Manage complex, sensitive and contentious investigations, applying innovative solutions that protect the Council’s reputation.
• Line-manage up to 5 directly managed staff.
• Oversee indirectly manage and support consultancy or contract staff (e.g. IPs, IOs).
• Provide guidance, training, and support to staff on complaints handling.
• Promote a culture of learning and continuous improvement.
• Ensure effective performance management and quality assurance of complaints.
• Lead by example, modelling and embedding our Anti-Racist Practice Standards and STAR approach.
• Promote a culture of best practice, learning and continuous improvement in complaints handling and information governance.
• Interpret complex national policy and legislation and translate this into effective operational practice, acting as the Directorate’s subject-matter expert.
• Provide strategic oversight that enhances organisational effectiveness and service delivery.
• Collate and present performance data and key metrics.
• Report on service effectiveness and responsiveness.
• Recommend improvements based on analysis.
• Ensure compliance with all relevant legislative and regulatory requirements.
• Act as subject matter expert for complaints processes within Children and Education services.
• Support inspections, audits, and Ombudsman investigations.

A DBS is required for this position. If you want to work in a place where you can represent our values so we achieve the best for our residents, please click on the apply button below. We operate a fair and open anonymous selection process. Therefore, we do not accept supporting statements or CVs. To proceed with your application, you will need to create an account and submit your application. As part of the application process, you will need to complete a number of competency-based questions. These questions allow you to demonstrate your suitability for the role and provide examples of your skills, knowledge and experience outlined in the job description.

Closing date for applications: 14 July 2. Interview date: W/C 27 July 2026. The interview process will include an assessment task which will be provided to you 24 hours prior to the interview time. The completed task must be submitted via email before the start of the interview. The interview will be a panel interview, Q&A style.

We are also working towards our vision, which is to be a place for everyone; where residents and staff can be proud; a place that celebrates diversity and where everyone can feel valued, included and involved. In order to achieve this, we look for people who are: Proud; Ambitious; Pioneering; Open; Proactive; Inclusive. Hackney Council works to eradicate discrimination on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. We also recognise that people can be disadvantaged by their social and economic circumstances, so we will also work to eliminate discrimination and disadvantage caused by social class. We also welcome those interested in flexible working. We particularly welcome applications from disabled people, as this group is currently under represented in our workforce.

The Council has a dedicated employment support service (Hackney Works), which offers Hackney residents guidance in relation to applying for jobs.