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INTERNAL ONLY - Customer Information & Feedback Manager

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Job Summary

Employment Term:
Full Time, Limited Term
Working Pattern:
Full time
Advert Start Date:
Advert End Date:
Closed for applications on 05/07/2019 16:00
£39,782.00-£42,683.00 (pro rata)
Hours per week:
Job Category:
Information Management
Vacancy ID:
Employment Location:
Badminton Road, Yate
Post Number:

Job details 

Closing date:
5 Jul

Please note

This job is closed for applications.

Further information

INTERNAL ONLY - Customer Information & Feedback Manager

Summary of Post

The Customer Information and Feedback Manager has overall responsibility for the management of our Information, Advice & guidance offer, our Customer Feedback functions (including our management of complaints and the carrying out of statutory user surveys), and the Management of our approach and improvement to how we meet our Information Governance and FOI obligations.

A One Year LTC secondment opportunity has arisen for the CAH post of Customer Information and Feedback Manager as the current postholder is leaving the Council on 11 August.

The role is graded Hay 4 and is within the Commissioning, Partnerships and Performance team. For the period of the secondment the role will be directly managed by the Head of Service Jon Shaw.

The role covers three main areas of Complaints & FOI, Information Governance, and Customer Information, Advice & Guidance. The post’s 1 FTE 37 hours are relatively equally divided across the work of those three areas.

Applicants with experience and knowledge in these areas are invited to apply.

This is open as Secondment, please ensure you have your manager’s approval before applying.

Should you wish to express an interest in this role please complete the expression of interest form detailing how you meet the criteria for this position. This should be returned to John Shaw - email: Jon.Shaw@southglos.gov.uk by 4pm on Friday 5 July, 2019.

Interviews are likely to follow week commencing 8th July 2019.

Support will be provided to applicants with experience and knowledge in some but not all areas but who wish to undertake the full role. Applications are also invited from staff who do or wish to work part-time and wish to take on one or more of the three areas.

South Gloucestershire Council is committed to treating everyone fairly, to challenging inequalities and to promoting equality of opportunity for all. We welcome applications from everyone and value diversity in our workforce.

Main Duties

This role will develop, manage and have overall responsibility for the provision of Information, Advice and Guidance to the public in order to meet our statutory obligations under the Care Act 2014 and Children & Families Act 2014 to help people achieve better outcomes while also helping reduce the demand for statutory care services.

Working in conjunction with their line manager, corporate colleagues and their team, they will work with departmental staff and managers to, manage and improve how we meet our data protection and FOI obligations, including Subject Access Requests and the GDPR.

They will also ensure we have an effective departmental complaints procedure as required by the Children Act 1989 the National Health Services and Community Care Act 1990, the Care Act 2014 and other relevant legislation. The post holder will act as ‘gatekeeper’ for all appeals received under the Care Act 2014, gauging the level of response required, and will be the point of contact with the Local Government Ombudsman (LGO). The post holder’s team will also be responsible for the collation and publication of customer feedback, compliments, complaints and customer representations, and the statutory user surveys and for presenting their findings in an annual feedback report for the department

The post holder will represent the Department of CAH as required at regional and national meetings and groups, partnership groups, and council-wide groups relating to IAG, complaints, FOI and DPA.

Selection Criteria

To enable us to shortlist in a fair and unbiased way it is absolutely vital that you provide us with sufficient information to demonstrate how you meet or exceed the criteria outlined in the vacancy description. Please include this information in the knowledge, skills and experience section of the application form.


• Educated to Degree level or equivalent, with proven relevant Social Services or Health qualification, or equivalent.

• Substantial experience of working effectively in a social services department, the health service, or similar organisation including management experience and experience of the management and development of Information, Advice & Guidance and a complaints investigation process.

• Proven ability to communicate and construct effective working relationships at all levels, including with elected Members and Senior Officers.

• Effective verbal, written, analytical and evaluative skills.

• Substantial relevant experience of policy formulation and development, and strategic management activities

• Proven ability to work with, negotiate with senior officers across teams and departments.

• Ability to use initiative, take responsibility, make considered decisions and develop innovative solutions.

• Ability to understand, lead and represent the service on key issues.

• Ability to set, agree, monitor and implement service objectives and targets.

• Develop and maintain a customer responsive service.

• Substantial experience and competence in the use of Office IT applications, including the use of databases and web-based information platforms.

• Substantial knowledge and experience of the legislation related to
GDPR, Data Protection and Freedom of Information Act, the Children’s Act 1989; the Care Act 2014 with regard to public information, complaints and appeals, and the Children & Families Act 2014 with regard to the Local Offer.

• Experience of negotiating solutions to problems and an appreciation of how complaints can be used as a tool for service improvement.

• Exemplifying the Council's values and behaviours.


• Evidence of further relevant management and/or professional training

Additional Information

Use of a vehicle

If the nature of the duties require you to travel on Council business on a regular basis, so you must either have a current driving licence and provide a car, or have access to appropriate means of travel.

If you use your vehicle on authorised Council business, you will receive a mileage payment based on the Inland Revenue Authorised Mileage Allowance Payment Scheme (AMAPS). The allowance is provided on the condition that your own insurance covers you for business use and indemnifies the Council against claim (including those concerning passengers) arising out of the use of the vehicle on official business. You will also be eligible for a car loan if you meet the criteria within the Council’s Car Loan Scheme.

For further information and/or an informal discussion please contact Jon Shaw ext 5547 jon.shaw@southglos.gov.uk

Salary: £39,782-£42,683

Hours: 37

Closing Date: 5TH July

Vacancy Ref: SGC1306/925

Our Values

Our staff need to have a ‘can-do’ attitude and adapt to the fast pace of change. They must work well with others to reach a common goal and be willing to embrace a partnership and inclusive approach to delivering efficient and effective services. They must use their initiative to deliver and take responsibility for their performance to help the team, department and council to achieve its goals and must make the best use of available knowledge, expertise and capacity in order to continuously improve the quality of services. Our managers are also required to demonstrate effective leadership qualities, shape and manage team plans and motivate their staff to achieve.

As a manager you will be expected to demonstrate effective leadership qualities, shape and manage team plans and motivate your staff to achieve.

Safer Recruitment

South Gloucestershire is committed to safeguarding and promoting the safety and welfare of children, young people and vulnerable adults.

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