Information Governance Officer (Complaints)
| Posting date: | 18 November 2025 |
|---|---|
| Salary: | £31,537 to £33,699 per year, pro rata |
| Hours: | Part time |
| Closing date: | 07 December 2025 |
| Location: | Keynsham, Bristol |
| Remote working: | Hybrid - work remotely up to 3 days per week |
| Company: | Bath & North East Somerset Council |
| Job type: | Permanent |
| Job reference: | RITM0230433 |
Summary
At Bath & North East Somerset Council we have one overriding purpose – to improve people’s lives.
Are you passionate about delivering excellent customer service and ensuring complaints are handled fairly and professionally? If so, we are looking for an Information Governance Officer (Complaints) to join our busy team managing complaints and compliments for Children’s Services, Adult Social Care and Public Health Services and data protection enquiries.
About the Role
In this varied and challenging role, you will work alongside colleagues to ensure all complaints and compliments are dealt with appropriately and consistently within statutory and corporate guidance. You will record and monitor complaints and compliments, maintain detailed action plans, respond to enquiries via phone and email, liaise with managers and staff to determine appropriate actions and collate records for investigations and Ombudsman enquiries.
About You
We are looking for someone with strong administrative skills to ensure all information is accurately updated and maintained in our systems. You will also be asked to take minutes at complex meetings from time to time. A knowledge of Children’s Services and/or Adult Social Care would be an advantage, but training and regular supervision will be provided.
About the Team
The role is rewarding, and you will be working within a high performing team who continue to provide excellent service delivery.
We offer a supportive flexible work/life balance, including working at home with the latest technology. Our main offices are the award-winning, modern Civic Centre in Keynsham, halfway between Bath and Bristol, which is easily accessible via car or public transport (train station 5 minutes’ walk). There are also opportunities to be based at our other council offices in the Guildhall (Bath) and in The Hollies (Midsomer Norton).
Interested to know more?
If you are interested in this post and require more details after reading the job description or just to chat through the role and what’s involved, then please contact Sara Watts, Complaints & Data Protection Team Manager at sarah_watts@bathnes.gov.uk or call 01225 477931
Please note that this advert may close earlier than the stated closing date due to high demand. We advise all interested candidates to apply as soon as possible
Interview date: 18/12/2025
No Agencies Please
*Please note, BANES Council operates a policy of prior consideration for roles for any individual on the Council’s at-risk register (redeployee). This means should a redeployee express an interest in this role, providing they meet the essential criteria for the role they will be considered ahead of external applicants.
About Bath and North East Somerset Council.
Working at Bath and North East Somerset provides an opportunity to contribute to your community and make a positive impact on the lives of residents. Our values shape how we work to deliver public services, and how we communicate with the residents we serve. We care about the best outcomes for local people, through our public services.
Why Bath and North East Somerset Council?
We offer a wide range of benefits, to ensure that you are paid fairly for your work, have the flexibility to enjoy a great work/life balance, and have the support you need. Go to https://jobsandcareers.bathnes.gov.uk/why-work-us/our-benefits
At Bath and North East Somerset Council we have one overriding purpose – to improve peoples lives. Find out more about our values at https://jobsandcareers.bathnes.gov.uk/why-work-us/our-values
We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join us. Find out more on our commitment to Equality, Diversity and Inclusion at https://beta.bathnes.gov.uk/equality-and-diversity
We are a Disability Confident Employer – find out more at https://shorturl.at/ajrsW
The Council is committed to having a diverse and inclusive workforce. Applications for job-share, part-time and flexible working arrangements are welcomed and will be considered in line with business needs.
Please note that this role is subject to a Basic DBS Check.
Safeguarding Statement: The Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable groups and expects all employees and volunteers to share this commitment. As part of this commitment anyone working in a post with children or vulnerable groups will be expected to undertake an Enhanced DBS check with/without barred list checks.
Are you passionate about delivering excellent customer service and ensuring complaints are handled fairly and professionally? If so, we are looking for an Information Governance Officer (Complaints) to join our busy team managing complaints and compliments for Children’s Services, Adult Social Care and Public Health Services and data protection enquiries.
About the Role
In this varied and challenging role, you will work alongside colleagues to ensure all complaints and compliments are dealt with appropriately and consistently within statutory and corporate guidance. You will record and monitor complaints and compliments, maintain detailed action plans, respond to enquiries via phone and email, liaise with managers and staff to determine appropriate actions and collate records for investigations and Ombudsman enquiries.
About You
We are looking for someone with strong administrative skills to ensure all information is accurately updated and maintained in our systems. You will also be asked to take minutes at complex meetings from time to time. A knowledge of Children’s Services and/or Adult Social Care would be an advantage, but training and regular supervision will be provided.
About the Team
The role is rewarding, and you will be working within a high performing team who continue to provide excellent service delivery.
We offer a supportive flexible work/life balance, including working at home with the latest technology. Our main offices are the award-winning, modern Civic Centre in Keynsham, halfway between Bath and Bristol, which is easily accessible via car or public transport (train station 5 minutes’ walk). There are also opportunities to be based at our other council offices in the Guildhall (Bath) and in The Hollies (Midsomer Norton).
Interested to know more?
If you are interested in this post and require more details after reading the job description or just to chat through the role and what’s involved, then please contact Sara Watts, Complaints & Data Protection Team Manager at sarah_watts@bathnes.gov.uk or call 01225 477931
Please note that this advert may close earlier than the stated closing date due to high demand. We advise all interested candidates to apply as soon as possible
Interview date: 18/12/2025
No Agencies Please
*Please note, BANES Council operates a policy of prior consideration for roles for any individual on the Council’s at-risk register (redeployee). This means should a redeployee express an interest in this role, providing they meet the essential criteria for the role they will be considered ahead of external applicants.
About Bath and North East Somerset Council.
Working at Bath and North East Somerset provides an opportunity to contribute to your community and make a positive impact on the lives of residents. Our values shape how we work to deliver public services, and how we communicate with the residents we serve. We care about the best outcomes for local people, through our public services.
Why Bath and North East Somerset Council?
We offer a wide range of benefits, to ensure that you are paid fairly for your work, have the flexibility to enjoy a great work/life balance, and have the support you need. Go to https://jobsandcareers.bathnes.gov.uk/why-work-us/our-benefits
At Bath and North East Somerset Council we have one overriding purpose – to improve peoples lives. Find out more about our values at https://jobsandcareers.bathnes.gov.uk/why-work-us/our-values
We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join us. Find out more on our commitment to Equality, Diversity and Inclusion at https://beta.bathnes.gov.uk/equality-and-diversity
We are a Disability Confident Employer – find out more at https://shorturl.at/ajrsW
The Council is committed to having a diverse and inclusive workforce. Applications for job-share, part-time and flexible working arrangements are welcomed and will be considered in line with business needs.
Please note that this role is subject to a Basic DBS Check.
Safeguarding Statement: The Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable groups and expects all employees and volunteers to share this commitment. As part of this commitment anyone working in a post with children or vulnerable groups will be expected to undertake an Enhanced DBS check with/without barred list checks.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.