Information Governance & Complaints Manager

NHS; Newcastle upon Tyne; On-site; GBP 46,000 - 53,000; Full time

Job description

Job Summary

The Information Governance and Complaints Manager is responsible for managing and leading the work of the Information Governance and Complaints team. This includes supporting the delivery of the HRA's Information Governance Framework, ensuring complaints, third party complaints and requests for information are managed appropriately and to relevant timescales.

Main Duties of the Job

1. Managing and investigating complaints received regarding the services provided, procedures followed or the behaviour of HRA staff and volunteers according to policy.
2. Managing and investigating complaints received which relate to the behaviour or conduct of a third party with regard to research according to policy.
3. Managing the HRA response to Freedom of Information Act requests and Data Subject Rights Requests according to the FOIA and Data Protection Act / General Data Protection Regulations.
4. Supporting the delivery of the HRA's Information Governance framework including leading the management of records work across the HRA according to the HRA's records retention schedule and developing a Records of Processing Activity register.
5. Overseeing the Information Governance breach reporting process and escalating issues as required.
6. Deputising for the Data Protection Officer during times of absence.

About Us

As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for you, not just us and the work we do.

We're committed to creating an inclusive workplace that promotes and values diversity. We know from experience that different ideas, perspectives, and backgrounds create a stronger, more creative workplace that help us to deliver the best services.

We welcome applications which represent the rich diversity of our community. This includes:

• age
• disability
• ethnicity
• gender identity and expression
• religion or belief
• sex
• sexual orientation
• other diverse characteristics

We have policies in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process.

When applying to work here, speak to us about how we might be able to accommodate a flexible working arrangement - if it works for you, we'll do our best to make it work for us.

Please note, if applying to our Manchester, Nottingham or Bristol locations, we are only able to offer the role as home based.

Date Posted: 15 April 2025

Pay Scheme: Agenda for Change

Band: Band 7

Salary: £46,148 to £52,809 a year

Contract: Permanent

Working Pattern: Full-time

Reference Number: 980-HRA7138183-B

Job Location:

Holland Drive, Newcastle upon Tyne, NE2 4NQ

Person Specification

Qualifications

Essential

• Degree qualification or extensive portfolio of evidence or equivalent level of experience or achievement

Desirable

• Information governance related qualification
• Complaints management related qualification

Knowledge

Essential

• Good working knowledge relating to complaints management
• Good working knowledge relating to data protection, information governance and freedom of information management
• Good understanding of the research approval, NHS governance and ethical review processes for UK health research

Experience

Essential

• Experience of communicating, both verbally and in writing, with a range of stakeholders regarding highly complex complaints / information requests and or sensitive issues

Desirable

• Experience of working within the NHS, higher education, and/or clinical research
• Line management experience

Analytical

Essential

• Excellent organisational skills with the ability to prioritise against a background of change and uncertainty

Interpersonal

Essential

• Excellent interpersonal skills to be able to communicate with a range of external stakeholders including members of the public, patients and research participants concerning sensitive areas

Other

Essential

• Commitment to inclusivity and valuing diversity

Employer Details

Employer Name: Health Research Authority

Address: Holland Drive, Newcastle upon Tyne, NE2 4NQ

Employer's Website: https://www.hra.nhs.uk/