Data Protection Analyst - Complaints

This role supports the day-to-day running of the Office of the Data Protection Officer (DPO), ensuring the effective management of privacy-related activities across the organisation. The position plays a key role in overseeing end-to-end processes for privacy complaints while providing ad hoc support for other compliance-related activities.

Working with both internal and external stakeholders, you will be responsible for implementing and managing an end-to-end complaints process, identifying opportunities for improvement, developing reporting and dashboards, and responding to a wide range of privacy-related complaints.

You will also support the wider Privacy Team in delivering other compliance-related initiatives, including, but not limited to, rights requests, incident management, and compliance assessments.

• Manage privacy complaints end-to-end, ensuring timely investigation, stakeholder engagement, record-keeping, reporting, dashboard creation, and professional resolution within agreed timescales. This role is responsible for ensuring that complaints are managed and responded to in a professional and timely manner. You will be required to maintain all documentation relating to complaints.
• Stakeholder engagement will be required to investigate complaints. This will involve working with both internal and external stakeholders to support effective resolution.
• Identify and implement best practices, and update training materials based on lessons learned from complaints, emerging trends, and industry best practice.
• Assist with core DPO activities, including compliance reviews, reporting, stakeholder communications, and the scheduling of regular privacy-related activities.
• Support the wider team with the Rights Requests process, ensuring compliance with statutory deadlines, monitoring performance, and engaging effectively with internal and external stakeholders.
• Provide privacy advice and guidance to stakeholders, supporting privacy-by-design principles, data protection assessments, compliance activities, and the timely completion of privacy-related requirements.
• Maintain and enhance the Office of the DPO's digital presence and knowledge resources, including the management of online content, self-service tools, training materials, and the team inbox.
• Support privacy incident and third-party risk management activities, including investigations, fact-finding, reporting, mitigation actions, lessons learned, and oversight of personal data processing carried out by suppliers and partners.
• Produce and analyse privacy management information, including KPIs, dashboards, reports, and trend analysis, identifying opportunities for process improvement and enhancing the effectiveness of the privacy function.

• Knowledge of data protection legislation, including UK GDPR, PECR, the Data (Use and Access) Act (DUAA), and related privacy regulations.
• Experience of working in a fast-paced environment, managing competing priorities, ad hoc requests, and fixed deadlines.
• Strong stakeholder management skills, with the ability to build and maintain positive relationships across a range of internal and external stakeholders.
• Proven ability to work collaboratively as part of a team while managing responsibilities independently.

Ideally, you'll also have:

• Experience in customer service, complaints handling, or case management environments.
• A degree-level qualification, apprenticeship, or equivalent relevant work experience.
• Professional privacy qualifications, such as CIPP/E, CIPM, or equivalent certifications.
• Experience of using Microsoft 365 applications, including SharePoint, Excel, and Microsoft Purview eDiscovery, as well as Adobe Acrobat Pro.
• Experience of web content management and/or webpage design.
• Experience in service design, implementation, monitoring, and continuous improvement.