Senior Complaints Officer

Red Recruitment is recruiting a Senior Complaints Officer for our client on a fully remote, temporary contract lasting between three and six months. This role is ideal for an experienced complaints and information governance professional with strong knowledge of data protection and Freedom of Information legislation. You will manage complex complaints, information requests and data incidents while providing specialist guidance to managers and wider stakeholders.

Package for Senior Complaints Officer:

• Salary: £17.00-£18.00 per hour
• Hours: Monday to Friday, 9.00am-5.00pm
• Contract: Temporary, 3-6 months
• Location: Fully remote

Key Responsibilities of Senior Complaints Officer:

• Manage complex complaints from initial receipt through to investigation, resolution and response.
• Support the administration of customer feedback, including complaints, concerns, compliments and MP enquiries.
• Provide accurate and timely specialist advice on complaints, Freedom of Information and information governance matters.
• Process and coordinate Freedom of Information and Subject Access Requests within statutory timescales.
• Ensure compliance with the Data Protection Act 2018, UK GDPR and relevant organisational policies.
• Investigate data incidents and breaches, identifying their underlying causes and recommending appropriate corrective action.
• Ensure all data incidents are accurately recorded, investigated and reported.
• Liaise with managers, legal teams, external organisations and the Information Commissioner's Office where required.
• Draft clear, comprehensive responses, reports and recommendations relating to complex cases.
• Develop and maintain information governance policies, procedures and data-sharing agreements.
• Provide advice, guidance and constructive challenge to managers regarding data protection and information governance requirements.
• Support the development and delivery of training and information sessions.
• Identify recurring issues and use investigation findings to support service improvements.
• Manage a varied and complex caseload while meeting statutory and organisational deadlines.

Key Skills and Experience of Senior Complaints Officer:

• Significant experience managing complex complaints within a large or regulated organisation.
• Strong knowledge of the Data Protection Act 2018, UK GDPR and Freedom of Information legislation.
• Experience handling sensitive personal information within a multi-agency or complex organisational environment.
• Experience processing Freedom of Information and Subject Access Requests.
• Strong investigation and analytical skills, including experience identifying the causes of data incidents.
• Experience drafting and agreeing data-sharing agreements, policies and procedures.
• Excellent written communication and report-writing skills.
• Confident providing specialist advice and influencing managers and senior stakeholders.
• Able to interpret complex information and recommend practical, compliant solutions.
• Highly organised with the ability to manage competing priorities and work independently to deadlines.
• Degree-level qualification or substantial equivalent experience in a similar role.
• Previous local authority experience is desirable.
• A relevant data protection qualification, such as CIPP, is desirable.

If you have relevant experience in complex complaints, Freedom of Information and information governance and are interested in this fully remote Senior Complaints Officer position, please apply now!