Location
Morden Civic Centre

Hours
Full Time

Salary
£63,966 - £66,378 per annum inclusive

About the Role
We are seeking an experienced Information Governance and Complaints Service Manager to lead and develop our information governance and complaints functions, ensuring compliance with statutory requirements while promoting a culture of transparency, accountability, and continuous improvement. Reporting to the Director of Governance and Civic Services, you will manage a dedicated team, provide direction, oversee information governance frameworks, and ensure that the Council’s policies regarding Information Governance and Complaints comply with relevant legislation and the guidance and good practice expectations set out by the ICO, LGSCO, and HO. This role offers a wide scope and opportunities for creative thinking to deliver an excellent service to the residents of the London Borough of Merton and colleagues alike.

Experience
Comprehensive understanding of the legislative and national policy frameworks relating to Information Governance and Complaints handling. Broad understanding of the legislative context in which Local Government operates. Good knowledge of Programme and Project Management methodologies and approaches. Good knowledge of performance management frameworks and effective reporting methodologies. Highly developed customer care skills, including dealing with complex situations where customer distress and anger are likely to be exhibited. Highly developed skills in designing effective systems and processes that ensure compliance with legal or other requirements. Experience in directly managing and supporting a team of officers, ensuring high performance, engagement, and continuous professional development.

About you
You will be a confident leader with excellent communication and stakeholder management skills, capable of influencing at all levels of the organisation. You will be responsible for ensuring the effective day-to-day delivery of the Council’s Information Governance, Complaints handling, and Member Enquiries functions, ensuring effective processes are in place to enable full compliance with current and future legislative requirements and guidance from the ICO, LGSCO, and HO.

Qualifications
Relevant qualifications in Information Governance, Complaints Management, or related fields are desirable but not explicitly stated. A commitment to continuous professional development and learning is essential.