Information Governance Administrator in Tamworth

Home-based role primarily working from home, with two days per month on site and occasional additional attendance as required, up to 40% of working time.

Located in the heart of Staffordshire, Tamworth is a vibrant and well‑connected borough with a rich heritage and a growing population of over 77,000. Working for Tamworth Borough Council means making a real difference for local people, as part of a skilled and ambitious workforce supported to do its best in a positive and empowering environment.

Are you passionate about helping residents, resolving concerns fairly, and using feedback to improve services? The Information Governance team supports good governance across the Council, overseeing data protection, UK GDPR, information requests, housing and corporate complaints, and Member and MP enquiries.

As Information Governance Administrator, you will play a key role in supporting and improving how the Council manages formal complaints, Member enquiries and MP enquiries. You will help make sure complaints and enquiries are recorded accurately, progressed promptly and responded to fairly, consistently and within required timescales. You will also support the team to monitor complaint performance, identify themes and learning, and provide clear updates to help improve services for residents.

This is a varied and meaningful role where your work will help strengthen transparency, accountability and service improvement across the Council. You will work closely with colleagues across service areas, helping to gather information, track actions and keep accurate records so that complaints and information requests are managed effectively.

In this role, you will:

• Support the coordination of housing and corporate complaints from receipt through to response;
• Support the coordination of Member and MP enquiries, helping to ensure they are logged, tracked and responded to clearly and promptly;
• Help monitor deadlines and ensure complaints are progressed in line with policy and statutory requirements;
• Maintain accurate records of complaints, outcomes, learning and actions;
• Support performance monitoring by helping to identify trends, themes and areas for improvement;
• Liaise with colleagues across the Council to gather information, updates and evidence;
• Support the administration of information rights requests, including FOI, EIR and Subject Access Requests;
• Handle personal, sensitive and confidential information appropriately;
• Contribute to improvements in complaints and information governance processes, templates and guidance.

We are looking for someone with strong administrative and organisational skills, who can work accurately with detailed and confidential information. You will be able to communicate clearly and professionally with residents, Members, MPs and colleagues, manage competing priorities, meet deadlines and maintain accurate records.

You should be confident using ICT systems, have good attention to detail and be able to follow procedures consistently. Experience of complaint handling, customer contact, performance monitoring or working in a regulated administrative environment would be particularly valuable.

This is a home working contract, and the majority of duties will be carried out at home; however, employees will be contractually required to attend site on two days per month for team meetings, 121 meetings, etc. Employees may also be required to attend a site for meetings, collaborative work or to undertake work related activities. Site attendance will constitute no more than 40% of working time and includes the contractual 2 days per month.

We have an extensive benefits package including flexible working, a non-contributory health scheme, Local Government pension scheme, generous holiday entitlement, discounted gym membership, and payment of professional fees (where applicable).

Appointment will be subject to satisfactory references, right to work in the UK check, and medical clearance.

Tamworth Borough Council is proud to be an Equal Opportunities Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS checks are required for relevant posts.