Senior Complaints Officer

About the role

We are seeking a Senior Complaints Officer to join our client on a fully remote, temporary contract (3‑6 months). The role is ideal for an experienced professional in complaints handling and information governance, with strong knowledge of data protection and Freedom of Information legislation.

Key responsibilities

• Manage complex complaints from receipt through investigation, resolution and response.
• Process Freedom of Information and Subject Access Requests within statutory timescales.
• Investigate data incidents and breaches, record findings and recommend corrective actions.
• Liaise with managers, legal teams, external organisations and the Information Commissioner’s Office.
• Draft clear responses, reports and recommendations for complex cases.
• Develop and maintain information governance policies, procedures and data‑sharing agreements.
• Provide advice and constructive challenge to managers on data protection requirements.
• Support the design and delivery of training and information sessions.

Required profile

• Significant experience managing complex complaints within a large or regulated organisation.
• Strong knowledge of the Data Protection Act 2018, UK GDPR and Freedom of Information legislation.
• Experience handling sensitive personal information in multi‑agency environments.
• Proven investigative and analytical abilities.

Required skills

What we offer

• Competitive hourly rate of £17‑£18.
• Fully remote working arrangement.
• Monday‑Friday, 9:00‑17:00 schedule.
• Opportunity to work on high‑impact data governance projects.