Job Description

Complaints, Data and Communications Officer

Location: Harrow, HA2 OAT and across multiple Iaspire sites

Reports to: CEO/NI

Job Title: Complaints, Data and Communications Officer

Salary: 25,500-30,000

Hours: Full time, 40 Hours per week, Monday to Friday 9am till 5pm

About iAspire Care Services

iAspire Care Services provides high quality 24-hour staffed supported living for young people. Our purpose is to ensure that we always provide a safe, structured, and outcomes driven service to evaluate each young person's strengths and ambitions to manage independence successfully. Our social care delivery model seeks to promote self-efficiency, giving young people a belief in their own abilities and competencies. Support packages are designed to identify individual needs and to develop practical and emotional skills required to live independently. Below is not an exhaustive list of responsibilities but provides a firm outline of role.

Position Overview:

This is a cross-functional role covering complaints management, data handling, internal and external communications, information security, website content, and office administration. The postholder acts as the organisation's

Data Officer

, responsible for upholding data protection standards, responding to

Subject Access Requests (SARs)

, managing cyber-safe IT systems, and providing timely, accessible information through digital platforms and direct communications. They also ensure

website design and content

remains up to date and aligned with the organisation's values and legal obligations, while handling

diverted calls from homes

with professionalism.

Key Responsibilities

1. Complaints Handling

Receive, log and coordinate the investigation and resolution of complaints. Ensure responses meet regulatory expectations and are handled sensitively and efficiently. Maintain accurate complaint records and report trends to management.

2. Data Management, Protection & Reporting

Collect, manage and analyse organisational data including safeguarding, feedback and compliance indicators. Develop and maintain performance dashboards and data-driven reports. Promote data accuracy, integrity, and transparency in service delivery.

3. Data Officer Responsibilities

Lead data protection efforts, ensuring compliance with UK GDPR and the Data Protection Act 2018. Process and respond to

Subject Access Requests (SARs)

and coordinate lawful disclosures. Maintain Records of Processing Activities (RoPAs), assist with DPIAs and monitor data policies. Provide staff training and investigate/report data incidents as needed.

4. IT & Cybersecurity

Coordinate IT support with service providers to address staff issues and technical access. Maintain asset inventories, manage account access, and ensure regular system updates and backups. Lead on cyber safety practices, including password protocols, phishing prevention, and staff awareness. Ensure secure onboarding and offboarding of staff from IT systems.

5. Communications

Draft, proof and issue internal updates, guidance bulletins and policy communications. Prepare external communications, press releases, and service announcements. Ensure all messaging is clear, inclusive, GDPR-compliant, and aligned with safeguarding principles.

6. Website Management & Design

Maintain and update the organisation's website

with the latest news, announcements, service information, and policy documents. Ensure web content is accessible, compliant, visually engaging, and reflects organisational branding. Design and publish new pages or sections to support evolving business needs. Work with external designers or developers as needed to improve functionality or appearance. Use web analytics to monitor traffic and engagement and recommend improvements.

7. Office Administration

Provide broad administrative support including documentation, scheduling, scanning, filing, and ordering supplies. Support HR and compliance tasks such as ID checks, onboarding, and policy updates. Coordinate internal systems and workflows to support efficient operations.

8. Diverted Phone Call Handling

Answer and respond to diverted calls

from supported accommodation homes during business hours. Log queries, provide clear responses, and refer or escalate calls where necessary. Maintain a friendly, professional telephone presence that upholds organisational values.

9. Policy and Compliance

Contribute to the review and implementation of policies across complaints, data, IT, and admin areas. Ensure organisational readiness for audits, inspections, or regulatory reviews. Promote a culture of transparency, safeguarding, and continuous improvement.

Key Relationships

Senior Leadership and Operational Staff Quality Assurance and Compliance Teams Website Hosts, Designers and Developers IT and Cybersecurity Consultants External Stakeholders, Inspectors and Service Users

Person Specification

Essential

Experience managing complaints and stakeholder communications. Good working knowledge of data protection and handling SARs. Ability to support and troubleshoot basic IT and cybersecurity issues. Excellent communication skills--written, verbal, and digital. Confidence managing web content (e.g. via WordPress, Wix, or other CMS). Strong organisational and admin capabilities, including multi-tasking and prioritisation. Professional telephone manner, especially when dealing with vulnerable service users.

Desirable

Previous experience in supported housing, education, or health/social care. Skills in website layout design, basic HTML/CSS, or use of plugins and analytics tools. Experience with Office 365, SharePoint, or CRM software. Formal training in data protection, information governance, or digital communications.

Additional Information

You must be able to

reliably commute to Harrow

or plan to relocate before starting. A

Driving Licence

is preferred due to multi-site responsibilities. This role may include

evening and weekend work

as required.

What We Offer

Competitive salary Company pension scheme 28 days annual leave (pro rata) Comprehensive induction and ongoing development DBS check paid by the company

Safeguarding Statement:

This organisation is committed to safeguarding and promoting the welfare of children. All staff are expected to share this commitment. An enhanced DBS check and thorough references will be required prior to appointment.

Job Type: Full-time

Pay: 25,500.00-30,000.00 per year

Benefits:

Company pension Health & wellbeing programme
Schedule:

8 hour shift Day shift Monday to Friday
Work Location: In person

Application deadline: 25/07/2025