# Information Governance and Complaints Manager > NHS job listing from Job Clerk for Health Research Authority. ## Canonical URLs - **HTML:** https://www.jobclerk.com/job/information-governance-and-complaints-manager/2b4adb04-2481-43db-8837-73eb586e7d80 - **Markdown:** https://www.jobclerk.com/job/information-governance-and-complaints-manager/2b4adb04-2481-43db-8837-73eb586e7d80.md ## Summary - **Status:** Live - **Employer:** Health Research Authority - **Location:** Newcastle - **Workplace type:** onsite - **Profession:** Quality and governance manager - **Grade:** Band 7 - **Salary:** £49,387 - £56,515 per annum - **Contract type:** Permanent - **Employment type:** Full time - 37.5 hours per week - **Closing date:** 2026-10-05T23:59:00.000Z - **Posted:** 2026-09-21T06:01:03.195Z - **Source information URL:** https://www.healthjobsuk.com/job/UK/London/Newcastle_Upon_Tyne/Health_Research_Authority/Information_Governance_Complaints/Information_Governance_Complaints-v8275316 - **Application URL:** https://apps.trac.jobs/job-advert/8275316?ShowJobAdvert=&feedid=9002 - **Employer website:** https://www.hra.nhs.uk/ ## Job Content ### Job overview 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, procedures and research activity, ensuring they are handled fairly and within agreed timescales. - Oversee the organisation's response to Freedom of Information requests and Data Subject Rights Requests, ensuring compliance with statutory requirements. - Support the delivery of the HRA's information governance framework, including records management and data protection activities. - Monitor and manage information governance breaches, providing advice and escalating issues where required. - Build effective relationships with colleagues and external stakeholders, providing guidance, training and support on complaints and information governance matters. - Produce reports, identify opportunities for service improvement, and help shape policies and processes across the organisation. ### Detailed job description and main responsibilities Please refer to the attached job description and person specification documents for full details about this role. When completing your application, ensure you clearly demonstrate how your experience and skills align with the criteria outlined for this position. We recognise that generative AI tools can be helpful in supporting applicants during the recruitment process, particularly for tasks such as proofreading, structuring, or refining written responses. However, we encourage candidates to use AI responsibly and sparingly. Applications should reflect your authentic voice, personal experiences, and genuine qualifications. Over reliance on AI generated content can result in generic or inaccurate submissions that fail to meet the criteria or convey your individuality. Misrepresentation of skills, knowledge, or experience, including through AI-generated content, may lead to the rejection of your application, withdrawal of your offer, or your dismissal if you do start with us. If you choose to use AI, please ensure it enhances rather than replaces your own input, and be transparent about its use where appropriate. False and insincere examples go against our values of integrity and transparency. Important information We are unable to offer employment under any sponsorship arrangement as we do not hold a sponsorship licence. Applications requiring sponsorship will not be considered. Applications that do not clearly demonstrate how the essential criteria outlined in the person specification are met will not be shortlisted. Only the information provided in the application form will be considered. CVs will not be reviewed. We do not accept applications via recruitment agencies or other third parties. The HRA reserves the right to close this vacancy early should it receive a sufficient number of applications. Organisational structure and directorate overview The HRA is made up of five directorates: Approvals, Chief Executive, Digital, Policy and Partnerships and Resources. This role sits within the HRA Resources directorate which provides strategic advice, business partnering and transactional services to staff, our HRA Community and suppliers of goods and services to the organisation. The directorate consists of various teams and functions such as business continuity and incident management, corporate governance, estates, equality diversity and inclusion, finance, health safety and welfare, human resources, information governance and complaints, learning and development, mainline support, organisational development, procurement commercial and contract management, quality assurance and risk and issue management. ## Person Specification ### Other **Essential** - Commitment to inclusivity and valuing diversity ### Experience **Essential** - 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 **Desirable** - Experience of working within the NHS, higher education, and/or clinical research ### Qualifications **Essential** - Degree qualification or extensive portfolio of evidence or equivalent level of experience or achievement **Desirable** - Information governance related qualification - Complaints management related qualification ### Interpersonal skills **Essential** - 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 ### Knowledge, Skills and Expertise: **Essential** - Excellent working knowledge relating to complaints management - Excellent working knowledge relating to data protection, information governance and freedom of information management **Desirable** - Good understanding of the research approval, NHS governance and ethical review processes for UK health research ### Analytical and Judgemental Skills: **Essential** - Excellent organisational skills with the ability to prioritise against a background of change and uncertainty ## Documents - [about the hra (pdf, 108.4kb)](https://www.healthjobsuk.com/documents?edoc=2412) - [benefits statement (pdf, 222.6kb)](https://www.healthjobsuk.com/documents?edoc=2411) - [working at the hra (pdf, 361.9kb)](https://www.healthjobsuk.com/documents?edoc=2410) - [hra recruitment privacy notice (pdf, 70.7kb)](https://www.healthjobsuk.com/documents?edoc=2452) - [reference guidelines for applicants (pdf, 19.3kb)](https://www.healthjobsuk.com/documents?edoc=1123) - [hra digital pre-employment check guide (pdf, 279.3kb)](https://www.healthjobsuk.com/documents?edoc=1416) - [information governance and complaints manager jd (pdf, 328.4kb)](https://www.healthjobsuk.com/documents?vdoc=10591137) - [information governance and complaints manager person specification (pdf, 120.4kb)](https://www.healthjobsuk.com/documents?vdoc=10591138) ## Agent Notes - This Markdown page is generated from the same Job Clerk job record as the HTML job detail page. - Use the canonical HTML URL for user-facing references. - Use the application URL when the user wants to apply on the source NHS site.