Governance Officer

Contract: 6 months
Hours: Full Time
Pay Rate: National: £14.03 per hour | London: £15.33 per hour

About the Role

We are seeking a highly organised Governance Officer to join a busy team on a 6-month contract. This is an excellent opportunity for an individual with strong administrative and customer service skills to support the delivery of complaints handling, Freedom of Information (FOI) processes, and wider information governance activities.
Working closely with the FOI and Complaints Manager, you will help ensure enquiries, complaints and information requests are managed efficiently, professionally and in line with organisational procedures.

Key Responsibilities

Provide support to the FOI and Complaints Manager in the administration of complaints, including logging, acknowledging, disseminating, collating and issuing responses for Stage 1 complaints.
Update and maintain the complaints management system, ensuring outcomes and supporting documentation are accurately recorded.
Manage Customer Services and external CEO inboxes, ensuring records are retained in accordance with the organisation's retention schedule.
Respond to customer enquiries and liaise with internal teams to coordinate timely and effective responses.
Log, acknowledge and disseminate reports of concerns received from members of the public.
Assist the FOI and Complaints Manager in identifying service improvement opportunities arising from Stage 1 complaints.
Log, acknowledge and administer Freedom of Information requests, escalating matters where appropriate.
Provide business continuity support for other information governance inboxes and functions as required.

Skills & Experience

Previous experience in an administrative, governance, customer service or complaints handling role.
Strong organisational skills with the ability to manage multiple priorities.
Excellent communication skills, both written and verbal.
High levels of accuracy and attention to detail.
Experience managing shared inboxes and coordinating responses across various stakeholders.
Proficient in Microsoft Office applications.
Knowledge of the Freedom of Information Act would be advantageous; however, training can be provided.

What We Provide

Weekly pay (PAYE)
28 days annual leave
Auto enrolment into NEST pension
Opportunity to gain valuable experience within information governance and complaints management.

If you receive suspicious outreach claiming to be from us, please contact us via the ManpowerGroup website.