The Complaints and Information Manager will play a vital role in the provision and development of a complaints and information handling and management service for The Barnet Group and as a key point of contact for customers, colleagues, and stakeholders.

The role will include:

• Coordinating, and where necessary investigating, complaints, Members’ Enquiries, Freedom of Information (FOI) requests, Subject Access Requests (SARs), complaints Ombudsmen enquiries, and other complex enquiries to ensure timely responses and support a customer-focused approach.
• Assisting with researching and analysing performance to help embed a culture of learning from complaints and other enquiries.
• Developing good working relationships with complainants and providing them with clear support and advice as needed.
• Working flexibly and managing other members of the team and other service areas to ensure provision of a seamless service.

Coordinating and managing complaints and enquiries

• Provide a comprehensive complaints, Members’ Enquiries, and information requests handling and monitoring service for The Barnet Group, ensuring that all complaints, enquiries, and requests are accurately logged, appropriately assigned, tracked, monitored, analysed, and reported.
• Log requests under the Freedom of Information Act, Environmental Information Regulations, and Data Protection Act and UK GDPR, and co-ordinate the collation of information required, ensuring that responses are completed within target time and seeking legal advice where needed.
• Co-ordinate responses to petitions ensuring these are actioned, monitored, and reported according to agreed procedures
• Where required, investigate, recommend action, and respond to complaints, communicating respectfully and empathetically, and ensuring the highest possible standard of service is provided to complainants.
• Support the Complaints and Information Officers in overseeing the effective development and implementation of complaints procedures across The Barnet Group, and in liaising with the Housing Ombudsman Service and Local Government and Social Care Ombudsman.
• Manage customer expectations to ensure that mutual understanding is gained and repeat contacts are minimised
• Manage customer expectations in relation to policy and procedural matters in a non-confrontational and customer focused manner, offering alternatives wherever possible with the aim of bringing complaints to a speedy conclusion
• Support and advise colleagues to help ensure difficult and persistent complainants are dealt with effectively to ensure the impact on front-line service delivery is minimised
• Liaise with external support agencies and service providers including the London Borough of Barnet to ensure the successful resolution of complaints