Complaints and Information Manager

1 month ago


Barnet, United Kingdom Tate Full time

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

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

Tate is acting as an Employment Business in relation to this vacancy.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.


  • IT Security

    24 hours ago


    Barnet, United Kingdom IT Security & Risk Manager Full time

    Jewish Care is dedicated to leveraging digital technology to improve efficiency, service quality, and compliance. As part of our Digital Transformation programme, we aim to enhance our ways of working and better support the people we serve.To achieve this vision, we are seeking an experienced IT Security & Risk Manager to safeguard our IT infrastructure,...


  • Barnet, United Kingdom Barnet and Chase Farm Hospitals Full time

    Our trust has around 10,000 staff serving 1.6 million patients. It comprises Barnet Hospital, Chase Farm Hospital, the Royal Free Hospital and more than 30 services in the community. This larger scale organisation provides an unprecedented opportunity for us to continue our pioneering work, particularly in finding ways to deliver even better care to our...

  • Nursery Manager

    1 month ago


    Barnet, United Kingdom Blom and Blom Full time

    Nursery ManagerA position has become available for a Nursery Manager at a private childrens day nursery in New Barnet.The successful candidate will ideally have a minimum 18 months nursery management experience, possessing strong management and leadership skills, as well as a sound working knowledge of Ofsted standards and the EYFS framework.Nursery Manager...


  • Barnet, Greater London, United Kingdom Nuco Solutions Ltd Full time

    Nuco Solutions Ltd is seeking a skilled Repair Operations Manager to oversee the quality control of workers and ensure high standards of working practices.Key Responsibilities:Direct the work of employees to meet quality and on-time delivery requirements.Partner with admin and clients to manage workflow and ensure employees comprehend responsibilities and...

  • Reception Supervisor

    5 months ago


    Barnet, United Kingdom The Village Surgery Full time

    Exhibit safe, professional decision-making and high level of care for patients within the Practice. Work collaboratively with the wider Practice team to meet the needs of our diverse range of patients. Support the delivery of required policy and procedures. In order to work at this level full enhanced DBS clearance must be met. Key Responsibilities The...


  • Barnet, Greater London, United Kingdom Nuco Solutions Ltd Full time

    Job SummaryNuco Solutions Ltd requires an experienced professional to supervise and lead a team in the repairs sector, focusing on quality control and customer satisfaction.Main ResponsibilitiesDirect work of employees to meet quality and on-time delivery requirements.Partner with the administrative team and clients to manage workflow and ensure employees...

  • Technical Director

    4 weeks ago


    Barnet, United Kingdom Henderson Brown Recruitment Full time

    Technical ManagerHenderson Brown Recruitment is seeking a driven and ambitious Technical Manager to join a leading food business that supplies to major retailers.About the RoleThe successful candidate will be responsible for promoting quality awareness and implementing quality improvement projects throughout the business. This will include implementing the...


  • Barnet, Greater London, United Kingdom European LifeCare Group Full time

    About European LifeCare GroupEuropean LifeCare Group is a leading provider of vaccination clinics and on-site vaccination programs across Denmark, the UK, and the Netherlands. Our vision is to fight disease and save lives by making prevention and treatment easy, accessible, and safe.Job Title: Clinical Lead NurseWe are seeking a highly skilled and...

  • Clinical Lead Nurse

    4 weeks ago


    Barnet, Greater London, United Kingdom European LifeCare Group Full time

    European LifeCare Group is a leading provider of vaccination clinics and on-site vaccination programs across Denmark, the UK, and the Netherlands.We are committed to making prevention and treatment easy, accessible, and safe.Job Title: Clinical Lead NurseJob Summary:The Clinical Lead Nurse will be responsible for ensuring our immunisation programme is...

  • Clinical Lead Nurse

    3 weeks ago


    Barnet, Greater London, United Kingdom European LifeCare Group Full time

    Job Title: Clinical Lead Nurse - Programme Compliance SpecialistJob Summary: We are seeking a highly skilled Clinical Lead Nurse to join our team at European LifeCare Group. As a Clinical Lead Nurse, you will be responsible for ensuring our immunisation programme is compliant with CQC guidance and that our nurses work to a high clinical standard.Key...


  • Barnet, Greater London, United Kingdom European LifeCare Group Full time

    Job Title: Clinical Lead NurseCompany: European LifeCare GroupJob Summary:We are seeking a highly skilled and experienced Clinical Lead Nurse to join our team at European LifeCare Group. As a Clinical Lead Nurse, you will be responsible for ensuring our immunisation programme is compliant with CQC guidance and that our nurses work to a high clinical...

  • Clinical Lead Nurse

    3 weeks ago


    Barnet, Greater London, United Kingdom European LifeCare Group Full time

    Job Title: Clinical Lead NurseJob Summary:We are seeking a highly skilled and experienced Clinical Lead Nurse to join our team at European LifeCare Group. As a Clinical Lead Nurse, you will be responsible for ensuring the immunisation programme is compliant with CQC guidance and that nurses work to a high clinical standard.Key Responsibilities:Ensure...

  • Nursery Manager

    2 months ago


    Barnet, United Kingdom Blom and Blom Full time

    Nursery ManagerA position has become available for a Nursery Manager at a private childrens day nursery in New Barnet.The successful candidate will ideally have a minimum 18 months nursery management experience, possessing strong management and leadership skills, as well as a sound working knowledge of Ofsted standards and the EYFS framework.Nursery Manager...

  • Nursery Manager

    2 months ago


    Barnet, United Kingdom Blom and Blom Full time

    Nursery ManagerA position has become available for a Nursery Manager at a private childrens day nursery in New Barnet.The successful candidate will ideally have a minimum 18 months nursery management experience, possessing strong management and leadership skills, as well as a sound working knowledge of Ofsted standards and the EYFS framework.Nursery Manager...

  • Nursery Manager

    3 weeks ago


    Barnet, United Kingdom Blom and Blom Full time

    Nursery Manager A position has become available for a Nursery Manager at a private childrens day nursery in New Barnet. The successful candidate will ideally have a minimum 18 months nursery management experience, possessing strong management and leadership skills, as well as a sound working knowledge of Ofsted standards and the EYFS framework. Nursery...


  • Barnet, Greater London, United Kingdom Get Golfing CIO Full time

    Job Title: Front of House Team LeaderWe are seeking a highly skilled and experienced Front of House Team Leader to join our dynamic team at The Arkley 9. As a key member of our hospitality team, you will be responsible for ensuring exceptional customer service and leading our front-of-house staff to deliver unforgettable experiences for our guests.Key...


  • Barnet, Greater London, United Kingdom Blom and Blom Full time

    Nursery ManagerBlom and Blom is seeking a highly skilled and experienced Nursery Manager to lead our private children's day nursery in New Barnet.The ideal candidate will possess strong management and leadership skills, as well as a sound working knowledge of Ofsted standards and the EYFS framework.Key Responsibilities:Develop and implement effective nursery...


  • Barnet, Greater London, United Kingdom Blom and Blom Full time

    Job DescriptionNursery ManagerA position has become available for a Nursery Manager at Blom and Blom's private children's day nursery in New Barnet.The successful candidate will ideally have a minimum 18 months nursery management experience, possessing strong management and leadership skills, as well as a sound working knowledge of Ofsted standards and the...


  • Barnet, Greater London, United Kingdom NHS Full time

    About the RoleWe are seeking a highly organized and detail-oriented Accommodation Coordinator to join our Patient At Risk and Resuscitation team. The successful candidate will be responsible for ensuring the smooth administration of our team's activities, including coordinating and administering courses for the provision of education and training for...


  • Barnet, Greater London, United Kingdom Sikkerrejse Full time

    About Us:Sikkerrejse, a leading provider of vaccination clinics and on-site vaccination programs, is seeking a skilled Healthcare Professional to join our team. As a Vaccination Specialist, you will be responsible for undertaking clinical duties relating to immunisation, primarily delivered on-site in schools for children of primary and secondary age...