James Stevens Associates are working with a North London based Housing Association that are now looking for a Complaints and Information Manager on a 12 month fixed term contract.
· Role: Complaints and Information Manager
· Contract: 12 month Fixed Term Contract
· Salary: £50,000 - £60,000
· Location: North London / Walkable via London Underground Station
· Hybrid Working: 2 days per week in office X 3 days from home
· Overview: The role will be covering coordination of complaints, Ombudsman, members enquiries (MPs and councillors), SAR, and FOI.
The role manages a small team of officers to coordinate the administrative processes for Stage 1 and 2 complaints, members’ enquiries, Ombudsman enquiries, Freedom of Information requests, and Subject Access Requests.
Make complaints count. Turn insight into impact. Lead service excellence.
We’re looking for an experienced, values-driven leader to take ownership of complaints, information rights, and member enquiries across The organisation and its subsidiaries.
This is a high profile role where you’ll lead a central Complaints & Information Team, shape excellent customer experiences, and use insight and intelligence to drive real service improvement. You’ll be a trusted point of contact for councillors and MPs, influence senior leaders, and ensure our approach is compliant, fair, and empathetic.
What you'll do:
* Lead and continuously improve complaints, member enquiries, FOI, EIR and SAR processes
* Inspire, coach and empower teams and managers to deliver high-quality, timely responses
* Act as senior escalation point and ambassador for The organisation
* Build strong relationships with councillors, MPs, regulators and partners
* Analyse trends, identify root causes and turn complaints into learning and improvement
* Lead engagement with Ombudsman services and ensure regulatory compliance
* Develop training, policies, assurance frameworks and a strong learning culture
What we're looking for:
* Proven leadership in complaints, information rights or regulatory/customer services
* Someone that can get stuck in and be hands on when required, this is a busy role for the organisation.
* Strong knowledge of complaints handling and information rights legislation
* Confident influencer who can challenge, persuade and collaborate at senior level
* Analytical thinker who uses data to improve services and outcomes
* Calm, credible and empathetic, even under pressure