Head of Information Assurance and Complaints

6 months ago

London, United Kingdom Innovate UK Full time

**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._

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