Corporate Complaints and Information Services Manager

This is a unique and varied role, leading Leicestershire County Council's Complaints and Information Management Service. We are a small, dedicated and professional team that includes Corporate Complaints, Freedom of Information (FOI), and Records Management. This post is politically restricted therefore the post holder is disqualified from undertaking certain political activities under the Local Government Officers (Political Restrictions) Regulations 1990. Main duties and responsibilities

• To lead and manage all aspects of the Corporate Complaints and Information Service within Business Support.
• To be responsible for and manage the Corporate Complaints Service, by developing and maintaining an effective framework for the recording, monitoring and resolution of complaints and compliments.
• Produce and deliver reports on complaints handling for the relevant bodies of governance including Scrutiny and in line with the agreed schedules.
• Act as the Council's Link Officer with the Local Government Ombudsman for the investigation, co-ordination and resolution of complex complaints.
• Ensure that statutory duties are adhered to for Social Care complaints issues.
• Ensure compliance and adherence to best practice complaints handling across the County Council through the promotion of good administrative practice and the avoidance and prevention of maladministration.
• Develop the Records Management Service and ensure that records are processed, stored and maintained in compliance with statutory guidelines (Data protection and GDPR).
• Ensure that FOIs are efficiently processed and responded to in line with statutory guidelines.
• Maintain regular and effective dialogue with Departments including attendance at Department Management Team meetings to support and influence the development of a council-wide culture and to drive continuous improvement.
• Produce and analyse performance data relating to complaints handling and resolution, FOI's and the Records management service and use performance information to drive continuous improvement.
• Contribute to the wider development of Corporate Resources Business Services and deputise for the Head of Business Services when required., We are keen to support employees to balance their working life with other commitments. Therefore, wherever possible, we will consider working arrangements that suit an individual's personal circumstances whilst still meeting the needs of the Council. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below. This may include requests for term-time working, part-time hours, compressed hours, flexible start and finish times, home/remote working, etc.
  
  Do you have expert knowledge and experience of legal and statutory requirements in relation to complaints and information management?, A degree level qualification, preferably in a related field.
• Demonstrable experience in managing and advising on complaints and FOI services, preferably in a public sector environment.
• Understanding of legislative and regulatory framework and developments applicable to complaints, FOI and GDPR.
• Be able to process and interpret complex information and present findings/reports to senior stakeholder, to proactively manage KPIs and identify/implement improvement/change activity and to manage competing priorities and deadlines without close supervision.
• Ability to lead, manage and give clear sense of direction and purpose, set high standards, and build high performing teams.
• Possess the ability to engage. influence and negotiate with people at all levels, from different backgrounds, keeping relationships positive, constructive and collaborative.
• A proven track record of developing successful and effective working relationships with operational staff, senior officers, members, and external organisation and evidence of continuing professional development., Disability Confident
About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .


• 28 days annual leave plus bank holidays (increasing to 33 after 5 years' service), and a scheme to buy additional leave.
• Local Government Pension Scheme with a generous employer contribution.
• Opportunities for learning and development,
• Great office location next to Fosse Park, with free on-site parking and easy access to M1 and M69
You must also have an understanding of, and commitment to, equality, diversity and inclusion. In addition, we also expect you to share our commitment to our values and will ask you to evidence when you have demonstrated them as part of the selection process. Reasonable adjustments will be considered for applicants with a disability.