Information Governance and Complaints Manager in Lyndhurst

This role is a senior, high-impact position responsible for leading, developing and managing a team of data and complaints professionals. It focuses on the strategic and operational aspects of data protection compliance, information governance (including FOIA and EIR requirements), and corporate complaints.

Responsibilities

• Lead the Council’s strategic approach to information governance and complaints handling;
• Proactively and regularly liaise with officers from across the Council, providing independent oversight and challenge;
• Act as the Council’s Data Protection Officer and carry out all associated duties;
• Apply sound professional judgement and advise on practical solutions to information governance and issues arising from corporate complaints;
• Ensure the Council’s arrangements for dealing with complaints, and the Council’s response to complaints, are legally compliant and reflect good practice;
• Lead and manage a team of approximately 4 officers responsible for information governance and complaints, and advise and guide officers across the Council on complaints administered within their areas as necessary;
• Act as a point of escalation for all information governance and complaints matters, including carrying out independent internal reviews of FOIA and EIR responses;
• Deliver training to managers, officers and councillors on information governance and complaints requirements;
• Assist and advise the Council’s committees, councillors and all directorates on information governance issues and complaint activity, and provide support and training as necessary.

What’s in it for you?

• £59,530 - £62,869 per annum (up to £65,089 for exceptional performance once in post) (Pay award pending)
• 28 days plus bank holidays, rising by an additional week’s leave after 5 years of continuous local authority service
• Hybrid working, with flexibility across our sites, and home working
• Local Government Pension Scheme, with option of Additional Voluntary Contributions (AVCs)
• Employee Assistance Programme offering free 24/7 legal, financial, and personal wellbeing advice
• Employee discount scheme with savings across major supermarkets, retailers, restaurants, and leisure providers
• Cycle to Work Scheme, helping you save around 40% on bikes and accessories
• Values-led organisation, guided by our LEAF values (Learning, Empathy, Ambition, Fairness)
• Access to learning and development opportunities to support your growth
• A supportive, inclusive culture, where everyone is welcomed and valued
• Buying and selling of annual leave

Equality, Diversity & Inclusion

• Equality, Diversity & Inclusion (EDI) Group
• LGBTQ+ Network
• Women’s Network
• Early Careers Network
• Neurodiversity Network

At NFDC we recognise that every colleague – whether in operational, frontline, or office-based roles – plays a vital part in delivering high-quality services to our communities. We are committed to creating a supportive and inclusive environment where people feel valued for the work they do and the strengths they bring. We aim to foster a culture where people feel confident to share ideas, contribute their expertise, and develop through meaningful conversations with their managers and supported learning opportunities. We want colleagues to thrive, which is why we promote wellbeing, balance, and opportunities for learning and progression. Our values guide how we work together and how we support each other to be confident, capable, and adaptable.

Please note: You’ll likely be aware that as part of the ongoing Local Government Reorganisation (LGR), the current organisation will transition into a new operating structure from 1 April 2028. It is important that applicants understand how this may affect their employment should they be successful. A useful LGR update sheet is available for reference.

How to Apply

For an informal chat about the role please contact Jamie Hollis, Assistant Director for Legal, jamie.hollis@nfdc.gov.uk or 02380 28 5654. Basic DBS check required. Closing Date: Midnight Sunday 21st June 2026. Interview Date: Monday 29 June and Tuesday 30 June 2026.