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INTERNAL ONLY: Feedback & Information Governance Officer

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Job Summary

Employment Term:
Full and Part Time
Working Pattern:
Full time and Part time
Advert Start Date:
Advert End Date:
Closed for applications on 26/08/2019 23:59
£25,295 - £27,905 (pro-rated to hours worked)
Hours per week:
37 - full time or part time hours accepted. This is for the duration of 12 months on a limited term contract.
Job Category:
Customer Services/Reception
Vacancy ID:
Employment Location:
Council Offices, Badminton Road, Yate, Bristol, BS37 5AF
Post Number:

Job details 

Closing date:
26 Aug

Please note

This job is closed for applications.

Further information

This post is restricted to permanent and temporary employees of South Gloucestershire Council.

This is offered as a one year limited term contract or as a secondment opportunity, full approval from your current line manager must be agreed prior to applying.

Should you wish to express an interest in this role please complete the expression of interest form (attachment 2) detailing how you meet the criteria for this position, how you feel you can make it a success (submitted on no more than 2 sides) to be returned to Rachel.hellen@southglos.gov.uk or Karen.shearman@southglos.gov.uk by 26/8/19 at midnight.

Interviews will be held on the 5th September 2019

Summary of Post

As a Feedback & Information Governance Officer you will be joining the Customer Information and Feedback Team. This Team is responsible for managing customer feedback and data subjects’ rights.

You will be required to deal with complaints and feedback through the investigation process, including any complaints taken to the Local Government Ombudsman. In addition, you will monitor and report on: actions arising from complaints, and the performance of the complaints process. The role also involves managing requests for information received under the Freedom of Information and Data Protection Acts ensuring responses meet statutory deadlines. You will provide professional advice to managers on the investigation and resolution of individual complaints as well as advising on effective responses to information requests.

Main Duties

• Assist the Customer Feedback & information Governance Team Manager in the development and management of effective complaints processes as required by the Children’s Act 1989, the National Health Service and Community Care Act 1990 and other relevant legislation.

• Develop and manage systems to effectively administer the Department’s information request processes. This will entail receiving, advising and if necessary responding to requests for information and allocating to lead officers.

• To assist the IG & FOI Lead in the management and investigation of Information Incidents, including the monitoring of associated action plans.

• With guidance from the line manager where needed, the post holder will have to appoint appropriate investigating officers for complaints received.

• Be responsible for the development, production and monitoring of performance management information in relation to the functions of the team.

• To have delegated responsibility to take decisions on the investigation and resolution of complaints and requests for information.

• Process subject access requests including consulting with third parties where necessary.

• To deal with enquiries from all customers (both internal and external) by telephone and through correspondence, ensuring a high quality customer focused service.

• To provide advice and support to staff, managers, customers and our partners in relation to complaints management as well as in relation to Data Protection and Freedom of Information issues and legislation.

• To carry out the statutory surveys of adult care users and carers, including the collation, entering and analysis of the data and submission to relevant bodies.

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.


• Considerable experience of working in a customer-focused environment preferably within a health or social care organisation.

• Five passes at GCSE Grade A-C, including English Language.

• Considerable experience of working effectively in a social / health care setting, or similar organisation including experience of handling complaints.

• Experience and competence in the use of Office IT applications, including the use of databases.

• Experience of using spreadsheets, word processing and databases to an advanced level.

• Robust understanding and experience of relevant legislative frameworks related to Data Protection and Freedom of Information.

• Confidence in communicating with people, including members of the public and senior managers


• A qualification in an information governance area or two years of relevant experience.

Additional Information

For further information after reading the job summary, please contact
Rachel Hellen and Karen Shearman, Customer Information and Feedback Team Managers on 01454 865924

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.

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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