Information Governance & Complaints Manager
We provide the Research Ethics Service (RES), Confidentiality Advice function, assessments and assurances on behalf of the NHS, and learning, guidance and advice for the research community. Our ambition is to make the UK a great place to do research, where more money invested in research goes into carrying out relevant, good quality research.
Our purpose is to ensure that research involving NHS patients and members of the public is approved through a proportionate and robust system, that they are provided with the information they need to help them decide whether they wish to take part, and that their opportunity to do so is maximised by simplifying the processes by which high quality research is assessed.We have already delivered significant improvements by centralising and simplifying the approval of research in the NHS in England, and are undertaking a range of significant programmes to deliver further improvements.
Job overview
The Information Governance and Complaints Manager is responsible for managing and leading the work of the Information Governance and Complaints team. This includes supporting the delivery of the HRA's Information Governance Framework, ensuring complaints, third party complaints and requests for information are managed appropriately and to relevant timescales.
Main duties of the job- Managing and investigating complaints received regarding the services provided, procedures followed or the behaviour of HRA staff and volunteers according to policy.
- Managing and investigating complaints received which relate to the behaviour or conduct of a third party with regard to research according to policy.
- Managing the HRA response to Freedom of Information Act requests and Data Subject Rights Requests according to the FOIA and Data Protection Act / General Data Protection Regulations.
- Supporting the delivery of the HRA’s Information Governance framework including leading the management of records work across the HRA according to the HRA’s records retention schedule and developing a Records of Processing Activity register.
- Overseeing the Information Governance breach reporting process and escalating issues as required.
- Deputising for the Data Protection Officer during times of absence.
Working for our organisation
As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for you, not just us and the work we do.
We’re committed to creating an inclusive workplace that promotes and values diversity. We know from experience that different ideas, perspectives, and backgrounds create a stronger, more creative workplace that help us to deliver the best services.
We welcome applications which represent the rich diversity of our community. This includes:- age
- disability
- ethnicity
- gender identity and expression
- religion or belief
- sex
- sexual orientation
- other diverse characteristics
We have policies in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process.
When applying to work here, speak to us about how we might be able to accommodate a flexible working arrangement – if it works for you, we’ll do our best to make it work for us.
Please note, if applying to our Manchester, Nottingham or Bristol locations, we are only able to offer the role as home based
Detailed job description and main responsibilities
This role sits within the HRA Resources directorate which consists of various functions that work collaboratively to provide and deliver a range of services to staff committee members and suppliers of goods and services to the organisation.
The directorate functions are:- HR
- Finance
- Governance
- Commercial
- Equality & Diversity
- Learning & Development
To find out more and to understand the full duties of the role, please refer to the job description attached.
In submitting your application with us, please note the following:
We currently do not accept applications via recruitment agencies.
We do not hold a sponsorship licence and are unable to offer employment under any sponsorship arrangement.
Where applicants fail to demonstrate how they meet any one of the essential criteria of the person specification, the application will not be shortlisted. You will be considered based only on the information in your application form. CVs will not be considered.
The HRA reserves the right to close this vacancy early should it receive a sufficient number of applications.
Person specification
Qualifications
Essential criteria- Degree qualification or extensive portfolio of evidence or equivalent level of experience or achievement
- Information governance related qualification
- Complaints management related qualification
Knowledge
Essential criteria- Good working knowledge relating to complaints management
- Good working knowledge relating to data protection, information governance and freedom of information management
- Good understanding of the research approval, NHS governance and ethical review processes for UK health research
Experience
Essential criteria- Experience of communicating, both verbally and in writing, with a range of stakeholders regarding highly complex complaints / information requests and or sensitive issues
- Experience of working within the NHS, higher education, and/or clinical research
- Line management experience
Analytical
Essential criteria- Excellent organisational skills with the ability to prioritise against a background of change and uncertainty
Interpersonal
Essential criteria- 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
Other
Essential criteria- Commitment to inclusivity and valuing diversity
Reasonable adjustments to the interview process can be made upon request, for candidates with a disability. The HRA welcomes applicants who are interested in flexible working including job share, part time work, secondments or home-based working.
Please discuss any preferred flexibility at your interview.
The HRA reserves the right to close this vacancy early should we receive a sufficient number of applications.
The HRA does not hold a sponsor licence in respect of skilled worker visas and so is unable to employ candidates requiring sponsorship.
In order to be considered for this position you must address the criteria outlined in the person specification in your supporting statement. You will be considered based on the information in your application form. CVs will not be considered. All contact is made via our Trac recruitment system.Please check your account regularly.
After applying via NHS Jobs, your submitted application will be imported into our Third-party recruitment system. All subsequent information regarding your application will be generated from apps.trac.jobs. If you are appointed to a post, information will also be transferred into the NHS Electronic Staff Records system.
If you have a query relating to your application, please contact the recruitment team on [email protected] or 0300 330 9416.
The NHSBSA is responsible for the processing of your application; a privacy notice is available at the following link to advise you on how we will process your personal data.
HRA Recruitment Privacy Notice