Overview
Job Title: Complaints, Members Enquiries & Information Governance Officer
Department: Children’s Services
Grade: PO1
Reporting to: Team Leader – Complaints & Information Governance
Job Purpose
To manage and respond to complaints, information requests, and member enquiries within Children’s Services, ensuring full compliance with relevant legislation including the Children Act, Freedom of Information Act (FOI), and Data Protection Act (GDPR). The postholder will investigate cases, provide expert advice, and ensure high-quality, timely responses that support service improvement and protect the Council’s reputation.
Key Responsibilities
Complaints Handling
- Manage and investigate statutory and corporate complaints relating to Children’s Services
- Log, track, and monitor complaints to ensure deadlines are met
- Liaise with staff, service users, and partner agencies to resolve issues
- Conduct interviews, gather evidence, and draft formal responses
- Support resolution meetings and mediate disputes where possible
- Analyse complaint trends and produce reports to support service improvement
- Support Ombudsman investigations and escalations
Information Governance (FOI & Data Protection)
- Process Freedom of Information (FOI) and Data Protection (GDPR/SAR) requests
- Assess requests and apply relevant exemptions where necessary
- Retrieve, review, and prepare sensitive records for disclosure
- Ensure compliance with legislation and information sharing protocol
- Provide advice to staff and the public on information rights
- Maintain accurate records and reporting on all information requests
Members’ Enquiries
- Manage enquiries from elected members and MPs
- Coordinate responses across departments and ensure accuracy
- Draft high-quality replies for approval and ensure timely completion
- Track and monitor casework to resolution
General Duties
- Provide expert advice on complaints and information governance procedures
- Support and mentor junior or temporary staff where required
- Produce reports, data analysis, and service insights
- Ensure confidentiality and compliance with all relevant policies
- Contribute to service improvements and policy development
Key Requirements
- Experience in complaints handling, FOI, GDPR, or casework (ideally within local authority or Children’s Services)
- Strong understanding of data protection and information governance legislation
- Excellent written communication and report-writing skills
- Ability to manage complex cases and meet strict deadlines
- Strong analytical, investigative, and problem-solving skills
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