Information Governance and Complaints Manager
At a glance
- Band
- Band 7
- Contract
- Permanent
- Pattern
- Full-time
- Posted
- 21/09/2026
- Closes
- 05/10/2026
Sponsorship verdict
This advert explicitly states that sponsorship is not offered.
The source advert contains explicit wording ruling out sponsorship for this specific role. Consider other live roles at the same band from sponsorship-friendly trusts.
Role summary
This role involves leading the Information Governance and Complaints team, overseeing complaints, Freedom of Information requests, data protection, and wider information governance activities. The manager will ensure high standards, support staff development, and manage team performance. It requires strong line management skills and the ability to handle complex and sensitive issues while improving processes across the organisation.
Essential criteria
- Degree qualification or extensive portfolio of evidence or equivalent level of experience or achievement
Desirable criteria
- Information governance related qualification
- Complaints management related qualification
- Knowledge, Skills and Expertise:
- Excellent working knowledge relating to complaints management
- Excellent 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 of communicating, both verbally and in writing, with a range of stakeholders regarding highly complex complaints / information requests and or sensitive issues
- Significant experience of coordinating the operational management of a team and providing effective line management
- Experience of working within the NHS, higher education, and/or clinical research
- Analytical and Judgemental Skills:
- Excellent organisational skills with the ability to prioritise against a background of change and uncertainty
- Interpersonal skills
- 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
- Commitment to inclusivity and valuing diversity
- Degree qualification or extensive portfolio of evidence or equivalent level of experience or achievement
- Information governance related qualification
- Complaints management related qualification
- Knowledge, Skills and Expertise:
- Excellent working knowledge relating to complaints management
- Excellent 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 of communicating, both verbally and in writing, with a range of stakeholders regarding highly complex complaints / information requests and or sensitive issues
- Significant experience of coordinating the operational management of a team and providing effective line management
- Experience of working within the NHS, higher education, and/or clinical research
- Analytical and Judgemental Skills:
- Excellent organisational skills with the ability to prioritise against a background of change and uncertainty
- Interpersonal skills
- 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
- Commitment to inclusivity and valuing diversity
Useful to know
Agenda for Change 2024/25 pays Band 7 at £46,148 – £52,809 a year, across England.
This advert: £49,387 – £56,515 — outside the standard scale; check for HCAS/London weighting.
Posted 1d ago · Closes in 14d
Plenty of time to prepare a strong application.
Full advert · preview
Health Research Authority
Information Governance and Complaints Manager
The closing date is 05 October 2026
Job summary
We are looking for an experienced manager to lead our Information Governance and Complaints team. This role is responsible for overseeing a team with a range of responsibilities and experience levels, ensuring work is delivered to a high standard, supporting staff development, and managing team performance and priorities. Strong line management experience is essential, as the postholder will play a key role in creating an effective, well-supported team. Alongside team leadership, the role is responsible for managing complaints, Freedom of Information requests, data protection matters and wider information governance activities. The successful candidate will be comfortable handling complex and sensitive issues, working with colleagues at all levels, and helping to improve processes and services across the organisation.
This is an excellent opportunity for someone who combines strong people management skills with practical experience in complaints handling and information governance.
Main duties of the job
- Lead, manage and develop the Information Governance and Complaints team, ensuring workloads are prioritised and delivered to a high standard and to regulatory timeframes.
- Manage and investigate complaints relating to HRA services, proced
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