Complaints & Members Enquiries Manager (IG&SC)

As the Council has a normal retirement age of 65, the maximum age for recruiting new employees will usually be 64 1/2.

Newham is one of London’s most diverse boroughs and host to the 2012 Olympics. We have openings for talented individuals who share our commitment to making Newham a place where people choose to live and work.

The Customer Complaints & Members Enquiries team is a new multi disciplinary team responsible for managing the Council’s complaints service including Ombudsman enquiries, Member/MP enquiries, and requests received under the Freedom of Information Act and Data Protection Act.

This post will take the lead for issues relating to Children’s and Adult Services and the Council’s Freedom of Information and Data Protection enquiries. You may also be expected to develop and maintain relationships with key stakeholders within the Council and with external organisations. Although not essential, experience and knowledge of social care will be an advantage, particularly in regard to the complaint and representations procedures governing children’s and adult social care services. The applicant should also be able to demonstrate an excellent knowledge of the legislative requirements on information governance as set out in the relevant guidelines for the Data Protection Act and Freedom of Information Act.

The ideal person will be a dynamic and forward thinking manager; capable of lateral thought combined with a sensible but consistent approach to problem solving. They should be able deal confidently with the public and senior managers on issues within their area of responsibility. High expectations; flexibility and a commitment to achieving timely and positive outcomes, are key to making a success of this role. If you enjoy a challenge and have these skills alongside excellent communication and customer care skills, experience in complaint handling and team building then this could be the job for you.

You will have management responsibility for a team of officers investigating a broad range of issues. This role offers an opportunity to work in a corporate capacity, externally with partner and regulatory agencies in a truly multi agency context. .

For an informal discussion about this opportunity, please contact Debbie Forde on 020 3373 1252.

The Council reserves the right to close adverts early if there is a large response.