Freedom of Information FOI & Complaints Manager

Location: Hybrid/Flexible Working
Department: Governance
Reporting to: Head of Governance
Contract: Temporary
Duration: 6 months
Pay: £18.19 - £20.79 per hour

About the Role

We are seeking an experienced FOI and Complaints Manager to lead our approach to Freedom of Information requests, government information requests, and complex complaints handling. This is an excellent opportunity for a governance professional who is passionate about transparency, accountability, and delivering exceptional customer service.
The successful candidate will provide expert advice and support on Freedom of Information matters, manage complex complaints, and identify opportunities for service improvement. Working collaboratively across the organisation, you will help ensure that information requests and complaints are handled effectively, fairly, and in accordance with relevant legislation.

Key Responsibilities

• Lead the management of Freedom of Information requests and requests for information from government bodies.


• Provide expert advice and guidance on complaints and third-party concerns.


• Manage complex complaints and support resolution at all stages of the complaints process.


• Analyse trends and insights from complaints and information requests to drive continuous improvement.


• Build and maintain effective relationships with stakeholders across the organisation.


• Ensure compliance with Freedom of Information, Data Protection, and wider governance requirements.


• Support the development of policies, procedures, and best practice guidance relating to complaints and information requests.

You will bring:

• Expert knowledge of the Freedom of Information Act and substantial experience in handling FOI requests.


• A recognised FOI qualification.


• Good knowledge of the Data Protection Act 2018 and its practical application.


• Experience applying FOI and Data Protection legislation within a complex organisation.


• Strong customer service and stakeholder management skills.


• Experience handling complaints and providing advice and guidance to colleagues.


• Excellent written and verbal communication skills, with the ability to produce high-quality correspondence and reports.


• Strong analytical and problem-solving abilities.


• A collaborative approach and the ability to work effectively across multiple teams.


• A commitment to continuous improvement and service excellence

• Weekly pay (PAYE)


• 28 days annual leave


• Auto enrolment into NEST pension

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