Team Leader - Complaints and Information Governance

Job Introduction

Royal Borough of Greenwich, Children’s Services 

Team Leader - Complaints & Information Governance                FTC  6mths 

Salary: £54,267 – £57,402 (Inclusive of Outer London weighting) 

An exciting and challenging opportunity has arisen to join the Quality Improvement division of Children’s Services on a fixed term contract for 6-month contract (with possibility of extension). The Team Leader - Complaints & Information Governance will work alongside the Directorate senior management team taking a pivotal role supporting the delivery of our strategic objectives. 

About the Royal Borough

• Royal Greenwich is a vibrant and culturally diverse borough.
• Home to historic Greenwich, the Old Naval College (University of Greenwich), the Cutty Sark, the Prime Meridian Line, and a UNESCO World Heritage Site, 
• A great mix of old and new - The O2 Arena and Eltham Palace 
• A wonderful place to live and work, with the main Council offices based in the heart of Woolwich.
• Excellent transport links – Mainland rail, Docklands Light Rail, Ferries, and the Elizabeth Line e.g., 21 minutes to central London, 10 minutes to The O2 arena and City Airport in 5mns. 

The role and key responsibilities 

The role has the following key responsibilities: 

• Leadership and management of the Complaints & Information Governance team
• Leading Children’s Services on Complaints & Information Governance – Corporate and Statutory complaints procedures and investigations by the LG&SCO and ICO. 
• To interface with colleagues across Children’s Services and the wider Council including Corporate Data Protection, Legal and Member Services.
• Co-ordinate and lead the Directorate’s management on all complaints, Individual Rights Request under DPA 2018, Freedom of Information Act 2000 requests, Enquiries from Councillors and MPs, and Police/CPS and Court disclosures. 

About you

An experienced Complaints and Information Governance professional with experience of managing complaints within local government; motivated, and keen to bring your expertise and knowledge to improving and supporting service delivery cross a broad portfolio. 

High level knowledge of the legislative and regulatory framework governing Children’s Services.

Conscientious, diligent, and focused on delivery and creative solutions. 

Excellent analytical and reporting writing skills as well as exceptional written and verbal communication skills.  With a solid grounding in complaints processes and the Freedom of Information and Data Protection Acts, you will be able to advise, guide, support and influence people at all levels including complainants, external stakeholders and senior management.

The person that we are looking for will have experience in the handling of complex complaints from receipt to resolution and will be confident in delivering training and awareness programmes for staff and managers within Children’s Services. 

The successful candidate must be able to work well under pressure; problem solve and be able to recommend and drive service improvement.

The expectation is you will manage your own workload and that of others, be proactive and contribute to strategic goals of Children’s Services.

Our offer

Employee Benefits 

• Up to 31 days leave per year.
• A range of flexible working arrangements including hybrid working. 
• Excellent pension scheme
• Learning and development opportunities to maximise your potential.
• Annual season ticket loan
• Cycle to work scheme.
• Payroll giving
• Greenwich One Card which entitles you to discounts at local businesses.
• Discounted health and fitness membership.

Staff support networks

The Royal Borough has an ongoing commitment to supporting staff and ensuring equality and diversity in the workplace. Staff networks and forums to support and encourage networking between staff with shared interests.

There are five networks:

• Disability Forum
• Greenwich Young Professional's Network
• Lesbian, Gay, Bisexual and Transgender Forum
• Mental Health and Wellbeing Network
• Race Equality Network.

Employees can also join one of the recognised trade unions.

If you want a challenging yet rewarding role collaborating with senior leaders to deliver the highest levels of customer service, then we want to hear from you.

The post is open to all candidates with the appropriate knowledge, skills, and experience to fulfil the role profile attached.

For an informal discussion please contact Gerard.murphy@royalgreenwich.gov.uk.  or  07395 256 835

Diversity Statement: Royal Borough of Greenwich values the diversity of its community and aims to have a workforce that reflects this. We therefore encourage applications from all sections of the community.

Advert Close: All vacancies close at midnight unless otherwise stated. 

Early Advert Close: Royal Borough of Greenwich reserves the right to close any job advert earlier than the advertised closing date where there is reason to do so (for example high volume of applications).

Full Employment History: A full employment history is required for this role. Please provide a full employment history, together with a satisfactory written explanation of any gaps in employment.

How Applications are Scored: Each application is scored according to how well the supporting statements addresses each point on the Person Specification for the role. Candidates will be short-listed for interview on the extent to which they meet the specific points within the Person Specification. The Person Specification is supplied with the job advert. When completing your application, please use the supporting statements section to tell us how you meet each of the points on the Person Specification. We need to have this information in order to consider your application.

Salary: Salaries advertised are for a standard working week of 35 hours unless otherwise stated. Please use this 'Salary Calculator to help you calculate a pro rata salary.

Our Staff Values: Our Staff Values are important to us. Candidates will be continuously assessed against our staff values throughout the recruitment process. Where candidates demonstrate views and behaviours that do not meet the standards of our staff values, we reserve the right to reject their application/ registration.