Complaints and Information Manager

James Stevens Associates are working with a North London based Housing Association that are now looking for a Complaints and Information Manager. · Complaints and Information Manager · 12 month Fixed Term · £50,000 - £60,000 · North London / Walkable via London Underground Station · 2 days per week in office X 3 days from home · The role will be covering coordination of complaints, Ombudsman, members enquiries (MPs and councillors), SAR, and FOI. The role manages a small team of officers to coordinate the administrative processes for Stage 1 and 2 complaints, members’ enquiries, Ombudsman enquiries, Freedom of Information requests, and Subject Access Requests. Make complaints count. Turn insight into impact. Lead service excellence. We’re looking for an experienced, values-driven leader to take ownership of complaints, information rights, and member enquiries across The organisation and its subsidiaries. This is a high-profile role where you’ll lead a central Complaints & Information Team, shape excellent customer experiences, and use insight and intelligence to drive real service improvement. You’ll be a trusted point of contact for councillors and MPs, influence senior leaders, and ensure our approach is compliant, fair, and empathetic. What you'll do: * Lead and continuously improve complaints, member enquiries, FOI, EIR and SAR processes * Inspire, coach and empower teams and managers to deliver high-quality, timely responses * Act as senior escalation point and ambassador for The organisation * Build strong relationships with councillors, MPs, regulators and partners * Analyse trends, identify root causes and turn complaints into learning and improvement * Lead engagement with Ombudsman services and ensure regulatory compliance * Develop training, policies, assurance frameworks and a strong learning culture What we're looking for: * Proven leadership in complaints, information rights or regulatory/customer services * Strong knowledge of complaints handling and information rights legislation * Confident influencer who can challenge, persuade and collaborate at senior level * Analytical thinker who uses data to improve services and outcomes * Calm, credible and empathetic, even under pressure