Head of Information Assurance and Complaints
5 months ago
**Details**:
**Reference number**:
- 347261**Salary**:
- £65,262- A Civil Service Pension with an average employer contribution of 27%**Job grade**:
- Grade 6- UKRI Band G**Contract type**:
- Permanent**Business area**:
- IUK - Governance, Assurance, Risk and Information**Type of role**:
- Knowledge and Information Management**Working pattern**:
- Full-time**Number of jobs available**:
- 1Contents
Location
About the job
**Benefits**:
Things you need to know
Location
- London, SwindonAbout the job
**Job summary**:
**Context**:
The Head of Information Assurance and Complaints will work within the Innovate UK Governance and Assurance area, alongside Heads of Function for governance and subsidy.
The role provides in-depth expertise, guidance and balanced judgement to staff at all levels in the organisation on matters associated with information management and complaints. The role holder works as a trusted professional, often alongside other key roles in the governance and operational teams and HR and acts as a connector for Innovate UK to the UKRI central Information Management teams.
**Job Purpose**:
The Head of Information Assurance and Complaints leads on information assurance and information management and the management of complaints received by Innovate UK. The role provides expert advice to colleagues with regards to the organisation’s responsibilities for safe and lawful information/data handling, ensuring compliance, alongside effective business operations. The post-holder will be the first point of contact with the complainant and the relevant business areas and will be the main liaison into the UKRI central teams for Information Assurance and Complaints.
Where resources permit, the post-holder may also be required to manage and cover some other relevant areas of work.
In doing so, to ensure that:
- Innovate UK has an effective Information Management system in place for data, so that Freedom of Information (**FoI**), Subject Access Requests (**SAR**) and other similar reporting obligations can be met
- Appropriate controls are in place to ensure that commercially sensitive information held by Innovate UK is protected and to work cross-functionally to ensure processes and controls are embedded effectively
- Complaints are investigated and responded to in accordance with Innovate UK and UKRI policies
- High quality internal and external customer service is maintained
- Processes and mechanisms to protect commercially sensitive data are up to date, developed/improved and easily accessible for audit. (Protection of personal data is owned by UKRI central team)
- Lessons learned from complaints and information matters are fed back into process and control design
**Job description**:
**Key Responsibilities and Accountabilities**:
- Lead a team and be accountable for Innovate UK’s delivery of complaint resolution, information management, FoI and SAR handling (and connector with the UKRI central team), in line with organisational and statutory requirements
- Liaise closely with UKRI central teams, including the UKRI Information, Assurance and Governance teams as required to ensure that Innovate UK is compliant with legislation and UKRI/IUK policies relating to information assurance (data storage, access and sharing), and the handling of FOI requests, Parliamentary Questions (**PQs**), SARs and complaints
- Oversee the management of all Innovate UK-related complaints, working with the UKRI complaints team and relevant business units to complete evidence gathering and investigation, and response/resolution within required deadlines
- Draft responses and secure appropriate director level review of more complex and/or escalated complaints
- Ensure third party data sharing agreements are in place and operating effectively, including ensuring supplier contract terms are adequate to protect IUK data where suppliers may have access to sensitive information
- Manage data breaches/incidents for commercial data and work closely with the central team on issues involving personal data
- Work strategically and pro-actively across Innovate UK to anticipate, avoid and mitigate issues that might lead to the compromise of data and/or complaints
- Analyse causes of complaints to feed into continuous improvement, leading the regular update of relevant policies and procedures
- Help raise awareness and understanding of our responsibilities in terms of managing information and complaints, through the delivery/management of inductions and relevant awareness raising activities including training and workshop presentations
- Provide regular reporting on complaints, FOIs, PQs, SARs and data incidents to UKRI and wider stakeholders as required
- This is not an exhaustive list and the post-holder might be expected to undertake any other duties across the wider directorate, commensurate with the Band and level of responsibility of this post, for which the post holder has the necessary experience and/or training._
-
Deputy Head of Patient Resolution
7 months ago
London, United Kingdom Guy's and St Thomas' NHS Foundation Trust Full timeA new and exciting opportunity has arisen within The Patient Resolution (Complaints Management) Department, based at Guy’s and St Thomas’ NHS Foundation Trust in London for a Deputy Head of Patient Resolution. Our central complaints team sits within the Quality and Assurance Directorate, in the office of the Medical Director, and contributes to the...
-
Head of Information Governance and Assurance
3 weeks ago
London, Greater London, United Kingdom Lewisham and Greenwich NHS Trust Full timeJob Title: Head of Information Governance and AssuranceLewisham and Greenwich NHS Trust is a leading provider of healthcare services, delivering high-quality care to over one million people across London. We are seeking an experienced professional to lead our Information Governance and Assurance team.Job SummaryThe successful candidate will provide strategic...
-
London, Greater London, United Kingdom Lewisham and Greenwich NHS Trust Full timeJob Title: Head of Information Governance and AssuranceLewisham and Greenwich NHS Trust is seeking a highly skilled and experienced professional to lead its Information Governance and Assurance team. The successful candidate will be responsible for providing expert advice and guidance on information governance and assurance matters, ensuring the Trust's...
-
Complaints and Information Officer
4 weeks ago
East London, United Kingdom Vox Network Consultants Full timeJob Title: Triage and Research OfficerAt Vox Network Consultants, we are seeking a highly skilled Triage and Research Officer to join our team. As a key member of our customer service team, you will play a crucial role in improving our customers' complaints and/or Data and Information request journey.Key Responsibilities:Receive and triage written and verbal...
-
Complaints and Information Officer
4 weeks ago
East London, United Kingdom Vox Network Consultants Full timeJob Title: Triage and Research OfficerAt Vox Network Consultants, we are seeking a highly skilled Triage and Research Officer to join our team. As a key member of our customer service team, you will play a crucial role in improving our customers' complaints and/or Data and Information request journey.Key Responsibilities:Receive and triage written and verbal...
-
Head of Information Governance and Assurance
2 weeks ago
London, Greater London, United Kingdom Health Jobs UK Full timeJob Title: Head of Information Governance and AssuranceWe are seeking an experienced Head of Information Governance and Assurance to join our team at Health Jobs UK. The successful candidate will provide leadership in Information Governance (IG) and the wider Information Assurance framework, ensuring the Trust meets its statutory and legal obligations.Main...
-
Head of Information Governance and Assurance
3 weeks ago
London, Greater London, United Kingdom Lewisham and Greenwich NHS Trust Full timeJob SummaryThe Head of Information Governance and Assurance will provide leadership in Information Governance (IG) and the wider Information Assurance framework, ensuring the Trust meets its statutory and legal obligations. This role will lead the development of IG strategies, policies, and procedures, and ensure compliance with regulatory frameworks.Main...
-
Head of Complaints
5 months ago
London, United Kingdom Revolut Full timeOffice: London- Remote: UKAbout Revolut People deserve more from their money. More visibility, more control, more freedom. And since 2015, Revolut has been on a mission to deliver just that. With an arsenal of awesome products that span spending, saving, travel, transfers, investing, exchanging and more, we've helped 40+ million customers get more from...
-
Head of Information Governance and Assurance
3 weeks ago
London, Greater London, United Kingdom Health Jobs UK Full timeJob OverviewThis is a secondment/fixed-term position with an immediate start date from November.About the RoleThe Head of Information Governance will provide leadership in Information Governance (IG) and the wider Information Assurance framework, serving as the prime source of expert advice and policy development. This role will create and maintain...
-
Complaints and Information Manager
3 weeks ago
London, Greater London, United Kingdom Tate Full timeJob Title: Complaints and Information ManagerTate is seeking a skilled Complaints and Information Manager to join our team. As a key member of our organization, you will play a vital role in providing a high-quality complaints and information handling service to our customers, colleagues, and stakeholders.Key Responsibilities:Coordinating and Investigating...
-
Complaints and Information Manager
3 weeks ago
London, Greater London, United Kingdom Tate Full timeJob Title: Complaints and Information ManagerTate is seeking a skilled Complaints and Information Manager to join our team. As a key member of our organization, you will play a vital role in providing a high-quality complaints and information handling service to our customers, colleagues, and stakeholders.Key Responsibilities:Coordinating and Investigating...
-
Complaints and Information Manager
2 weeks ago
London, Greater London, United Kingdom https:www.energyjobline.comsitemap Full timeJob Title: Complaints and Information ManagerThe 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.Key Responsibilities:Coordinating, and where necessary...
-
Complaints and Information Manager
4 weeks ago
London, Greater London, United Kingdom Tate Full timeJob Title: Complaints and Information ManagerTate is seeking a skilled Complaints and Information Manager to join our team. As a key member of our organization, you will play a vital role in providing a high-quality complaints and information handling service to our customers, colleagues, and stakeholders.Key Responsibilities:Coordinating and Investigating...
-
Complaints and Information Manager
4 weeks ago
London, Greater London, United Kingdom Tate Full timeJob Title: Complaints and Information ManagerTate is seeking a skilled Complaints and Information Manager to join our team. As a key member of our organization, you will play a vital role in providing a high-quality complaints and information handling service to our customers, colleagues, and stakeholders.Key Responsibilities:Coordinating and Investigating...
-
Head of Financial Markets Oversight
4 weeks ago
London, Greater London, United Kingdom The Canada Life Assurance Company Full timeJob Title: Head of Financial MarketsWe are seeking a highly skilled and experienced professional to lead our Market Conduct Investigations team. As the Head of Financial Markets, you will be responsible for overseeing customer complaints, developing investigative plans, and coaching investigators to ensure that our company's integrity and customer...
-
Head of Financial Markets Oversight
4 weeks ago
London, Greater London, United Kingdom The Canada Life Assurance Company Full timeJob Title: Head of Financial MarketsWe are seeking a highly skilled and experienced professional to lead our Market Conduct Investigations team. As the Head of Financial Markets, you will be responsible for overseeing customer complaints, developing investigative plans, and coaching investigators to ensure that our company's integrity and customer...
-
Complaints Officer
1 month ago
London, Greater London, United Kingdom London Borough of Richmond upon Thames and London Borough of Wandsworth Full timeComplaints Officer Job DescriptionWe are seeking an experienced Complaints Officer to join our Complaints Team, responsible for handling Statutory, Corporate, and Ombudsman complaints across Richmond and Wandsworth.Key Responsibilities:Manage a caseload of complex complaints from residents and service users in both boroughs.Support directorates with good...
-
Complaints Officer
1 month ago
London, Greater London, United Kingdom London Borough of Richmond upon Thames and London Borough of Wandsworth Full timeComplaints Officer Job DescriptionWe are seeking an experienced Complaints Officer to join our Complaints Team, responsible for handling Statutory, Corporate, and Ombudsman complaints across Richmond and Wandsworth.Key Responsibilities:Manage a caseload of complex complaints from residents and service users in both boroughs.Support directorates with good...
-
Complaints Officer
1 month ago
London, Greater London, United Kingdom London Borough of Richmond upon Thames and London Borough of Wandsworth Full timeComplaints Officer Job DescriptionWe are seeking an experienced Complaints Officer to join our Complaints Team, responsible for handling Statutory, Corporate, and Ombudsman complaints across Richmond and Wandsworth.Key Responsibilities:Manage a caseload of complex complaints from residents and service users in both boroughs.Support directorates with good...
-
Complaints Officer
1 month ago
London, Greater London, United Kingdom London Borough of Richmond upon Thames and London Borough of Wandsworth Full timeComplaints Officer Job DescriptionWe are seeking an experienced Complaints Officer to join our Complaints Team, responsible for handling Statutory, Corporate, and Ombudsman complaints across Richmond and Wandsworth.Key Responsibilities:Manage a caseload of complex complaints from residents and service users in both boroughs.Support directorates with good...