Feedback and Information Governance Officer

How you’ll make a difference

As a Feedback and Information Governance Officer, working in the Department for People, you will make a difference by helping to resolve the concerns of some of our most vulnerable residents, providing a valuable service to them in responding to requests for information we hold.

• Working in a small dedicated and supportive team, providing advice and support to residents and staff in relation to feedback, including complaints and compliments.
• Investigating data breaches and information requests, such as subject access requests and freedom of information requests.
• Assisting in the development and management of an effective departmental complaints procedure as required by the Children’s Act 1989 and other relevant legislation.
• Producing and monitoring performance management information relating to complaints received and investigated, supporting the management and monitoring of information governance.
• Dealing with enquiries from all customers, both internal and external, by telephone and correspondence, and delivering coaching to staff who investigate and respond to complaints.
• Helping the team carry out statutory surveys of adult care users and carers, including collation and entry.

• GCSE qualifications A‑C or equivalent, including English and Maths, demonstrating required numeracy and literacy skills.
• Relevant practical experience and training with an understanding of relevant processes, procedures, regulations and codes of practice within a health and social care setting or similar organisation.
• Considerable experience in a customer‑focused environment, with the ability to build relationships and influence others based on knowledge of the service area.
• Good team‑working skills and the ability to supervise and support staff to meet organisational objectives.

This role is hybrid, with a mixture of working at our office in Yate and home working.

• We offer genuine flexibility to help our staff achieve work/life balance.
• Strong team ethos, support and training.
• We welcome applications from everyone and promote people based on merit and abilities.