Complaints and Information Governance Team Leader

To be responsible to the Head of Complaints, IG and Business Support for.

I. The leadership development, and management of complaints, members' enquiries, freedom of information requests, individual rights requests, and enquires from statutory agencies to the Directorate.

II. Ensuring that appropriate resources are deployed to ensure the efficient and effective delivery of the portfolio of responsibilities of the team.

III. Lead on the promotion of a culture of best practice and learning for complaints, information governance, ensuring compliance with legislative and regulatory requirements as they relate to the portfolio for the Directorate.

IV. Developing and implementing policy, systems, processes, performance criteria, standards, governance frameworks and procedures relating to the portfolio.

V. Evaluate and interpret complex national policy and legislation relevant to the portfolio ensuring these are put this into operational practice and be the directorate expert on such matters.

VI. Provide strategic oversight and management of the portfolio that increases the organisation effectiveness across the Directorate.

VII. To manage complex and contentious investigations applying innovative solutions that protect the Council's reputation and contributes to the corporate values.

VIII. Developing positive relationships that enable collaborative working with leaders across the Council and external partners to ensure there are effective mechanisms in place to contribute to continuous quality improvement in service delivery.
Manage up to 6 directly managed staff.
Manage up to 12 indirectly managed consultancy/contracting staff

Must have excellent organisation skills.
Candidate must have the ability too use IT systems and information management systems.
Candidate must have experience of information governance and high volume of complex complaint management.
Excellent analytical report writing and written/verbal communication skills. Interpersonal skills like the ability to influence and negotiate with different people.
Candidate must have excellent knowledge of the legislative and regulatory framework governing Children's Services including its statutory and corporate complaints processes and the Freedom of Information and Data Protection Acts