About The Role
We are seeking an experienced Information Governance and Complaints Service Manager to lead and develop our information governance and complaints functions, ensuring compliance with statutory requirements while promoting a culture of transparency, accountability and continuous improvement.
Reporting to the Director of Governance and Civic Services, you will manage a dedicated team, provide direction, oversee information governance frameworks and ensure that the Council’s policies regarding Information Governance and Complaints are compliant with relevant legislation and the guidance and good practice expectations set out by the ICO, LGSCO and HO.
About You
You will be a confident leader with excellent communication and stakeholder management skills, capable of influencing at all levels of the organisation. You will be responsible for ensuring the effective day‑to‑day delivery of the Council’s Information Governance, Complaints handling and Member Enquiries functions, putting in place processes that enable full compliance with current and future requirements arising from relevant legislation and the ICO, LGSCO and HO.
Key Responsibilities
- Comprehensive understanding of the legislative and national policy frameworks relating to Information Governance and Complaints handling.
- Broad understanding of the legislative context in which Local Government operates.
- Good knowledge of Programme and Project Management methodologies and approaches.
- Good knowledge of performance management frameworks and effective reporting methodologies.
- Highly developed customer care skills, including dealing with complex situations where customer distress and anger are likely to be exhibited.
- Highly developed skills in designing effective systems and processes that ensure compliance with legal or other requirements.
- Directly manage and support a team of officers, ensuring high performance, engagement and continuous professional development.
Why Join Us?
This is an excellent opportunity to lead a critical service area, manage a skilled team and contribute to improving organisational performance, compliance and customer experience.
Benefits
In return we offer you a supportive working environment where creativity and innovation are encouraged. You will be able to work flexibly from home and from our offices in Morden. We also offer the following benefits:
- Generous annual leave entitlement
- Generous local government pension scheme package
- Access to wider training and development qualifications
- Access to an Employee Assistance Scheme which provides advice and counselling service
Information Governance and Complaints Service Manager in Morden employer: London Borough of Merton
The London Borough of Merton is an exceptional employer, offering a supportive and inclusive work culture that prioritises neurodiversity and professional growth. With opportunities for career development and a flexible hybrid working model, employees can thrive in their roles while making a meaningful impact on the lives of secondary school pupils. The competitive salary package, along with comprehensive training support, makes this position particularly attractive for those seeking a rewarding career in speech and language therapy.
