Hackney is one of the most dynamic and progressive local authorities in the UK. We are a resilient, vibrant, and creative borough in the heart of London, with strong, diverse communities and a powerful set of shared values.
Over the past twenty years, the Council has built up first‑class services, outstanding public infrastructure, and a reputation for excellence, innovation, and ambition. We are leading the way on essential work such as our fight for equity in Hackney with a particular focus on becoming an actively anti‑racist borough. But the work doesn’t stop there, we are proactive in our approach to bringing fairness to all aspects of life including gender, neurodiversity and across the poverty divide.
Our Children & Education Directorate services aim to cultivate a future where every child, young person, and their family is empowered to thrive. Where the barriers to educational and personal development are dismantled, allowing each individual to reach their fullest potential. We envision a future where our unified approach, built on our relational Systemic, Trauma‑informed and Anti‑Racist (STAR) practice model, creates transformative experiences that inspire trust, foster belonging, and enrich lives.
The Complaints & Information Manager is a crucial role within the Children and Education Directorate, responsible for managing complex statutory and corporate complaint investigations. As the Directorate’s expert on Children’s Act, Council, and LGSCO complaints, you will manage case workflow for high‑risk cases, ensure quality investigation and response, and act as a strategic partner to identify systemic service failures and mitigate organisational risk. A key focus of the role includes translating complaint insights into service improvement by monitoring trends and ensuring the child’s voice is central to the wider quality assurance programme, all while modelling a Systemic, Trauma‑informed, and Anti‑racist (STAR) approach. The role also provides coordination and support for processing information requests like FOIs and SARs, ensuring compliance with the Data Protection Act and GDPR legislation and guidance.
You will be an experienced leader with strong expertise in complaints management, information governance and statutory compliance, ideally within a local authority or public sector environment. You will be confident in managing complexity, influencing senior stakeholders and leading teams through change.
Key Responsibilities
Complaints and Information Request Management
- Lead, develop and manage the delivery of complaints handling, Members’ enquiries, Freedom of Information (FOI) requests, and information requests and enquiries from statutory agencies
- Ensure appropriate resources are deployed to deliver an efficient, effective and timely service across the portfolio
- Develop, implement and maintain policies, systems, processes, performance frameworks and governance standards
- Manage complex, sensitive and contentious investigations, applying innovative solutions that protect the Council’s reputation
Leadership
- Line‑manage up to 5 directly managed staff
- Oversee indirectly manage and support consultancy or contract staff (e.g. IPs, IOs)
- Provide guidance, training, and support to staff on complaints handling
- Promote a culture of learning and continuous improvement
- Ensure effective performance management and quality assurance of complaints
- Lead by example, modelling and embedding our Anti‑Racist Practice Standards and STAR approach
Service Improvement
- Promote a culture of best practice, learning and continuous improvement in complaints handling and information governance
- Interpret complex national policy and legislation and translate this into effective operational practice, acting as the Directorate’s subject‑matter expert
- Provide strategic oversight that enhances organisational effectiveness and service delivery
Data & Reporting
- Collate and present performance data and key metrics
- Report on service effectiveness and responsiveness
- Recommend improvements based on analysis
Policy & Compliance
- Ensure compliance with all relevant legislative and regulatory requirements
- Act as subject matter expert for complaints processes within Children and Education services
- Support inspections, audits, and Ombudsman investigations
For more information, please see the attached Job Description and Person Specification. A DBS is required for this position.
Hackney Council works to eradicate discrimination on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. We also recognise that people can be disadvantaged by their social and economic circumstances, so we will also work to eliminate discrimination and disadvantage caused by social class.
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