Scott Henderson
Glasgow
Summary
Results-driven complaints and information governance professional skilled in digital systems troubleshooting and technology implementation. Led training on AI tools and workshops for senior staff, supporting the trial of a new complaints platform on ServiceNow. Manage complex complaints, FOI, and data protection requests, leveraging digital case management systems for precise documentation and analysis.
Overview
19
19
years of professional experience
Work History
Senior Officer
Glasgow City Council
04.2026 - Current
- Manage complex complaints, FOI requests, Subject Access Requests, and enquiries, ensuring full compliance with the Data Protection Act and FOISA.
- Investigate, analyse, and prepare clear, accurate written responses, presenting complex information for service users, senior managers, and external regulators.
- Work collaboratively with Social Work Services, NHS GGC, GCC Legal Services, the Scottish Public Services Ombudsman, and the Information Commissioner’s Office to resolve escalated cases.
- Use digital case management systems including CareFirst and Remedy to manage high‑volume workloads, maintain accurate records, and ensure continuity of service.
- Identify issues, risks, and process gaps, escalating appropriately and contributing to continuous improvement of complaints and information‑governance processes.
- Produce documentation including case summaries, decision rationales, process notes, and guidance materials to support consistent service delivery.
- Support implementation of new data‑protection requirements and contribute to improved digital workflows, reporting, and governance processes.
- Provide specialist advice to managers and frontline staff on complaints handling, FOI, data protection, and governance requirements.
Chairman and CEO Complaints Specialist
BT Group
06.2023 - 04.2026
- Resolved complex complaints, ensuring regulatory compliance and enhancing customer satisfaction.
- Analyse complex regulatory cases and streamline complaint‑resolution processes through root‑cause analysis.
- Collaborate across departments to deliver timely solutions and improve issue resolution processes.
- Fostered cross‑departmental partnerships to resolve intricate cases and deliver strategic insights.
- Prepare detailed reports for senior management to support strategic decision-making.
- Manage legal cases by preparing detailed information to support court proceedings.
- Coordinated with media teams to produce accurate press statements while preserving confidentiality.
Sales and Retentions Agent
BT Consumer
Glasgow
09.2018 - 01.2023
- Delivered exceptional customer service, resolving issues efficiently while maintaining compliance with BT security policies.
- Managed sensitive customer interactions with discretion and professionalism, explaining complex technical concepts in an accessible manner.
- Identified opportunities for improvement and implemented effective solutions to enhance customer satisfaction.
Services Manager
Morrisons Supermarkets plc
Glasgow
07.2007 - 01.2018
- Directed departments (checkouts, kiosk, customer service, dry cleaners, car park) and supervised up to 80 staff, enhancing customer service delivery.
- Led training and development initiatives to support staff growth and maintain high service standards.
- Ensured compliance with legal and company policies, fostering a positive team environment and maintaining high morale.
- Organized management meetings, sharing insights to inform strategic decisions for store performance.
Education
HND - Computer Games Development
West Scotland College
GlasgowHNC - Computer Games Development
Reid Kerr College
GlasgowNC - Digital Media
Metropolitan College
GlasgowHigh School - Computing, Mathematics, English, Physics, Physical Education, History
Hillpark Secondary School
GlasgowSkills
- Regulatory Compliance
- Risk Management
- Case Management
- Project Management
- Process Improvement
- Team Leadership
- Staff Development
- Problem Solving
- Critical Thinking
- Communication
Custom
Edge (Encouraging Dynamic Global Entrepreneurship), Collaborated with students from Glasgow, Poland, and Canada to develop business plans and create a startup from scratch. Gained practical experience in strategic planning, market research, and team leadership. Awarded Best Team and Sports Day Leader for outstanding performance and collaboration., Leader, The Hub Youth Group, Organized community engagement initiatives, fostering a safe environment for secondary pupils. Coordinated trips, events, and workshops to enhance youth development and social connections.
Hobbies and interests
Hobbies
- Fitness
- Gaming
- Traveling
- Cooking
- Volunteering
- Reading
Additional information
Edge (Encouraging Dynamic Global Entrepreneurship)
- Collaborated with students from Glasgow, Poland, and Canada to develop business plans and create a startup.
- Gained practical experience in strategic planning, market research, and team leadership.
- Awarded Best Team and Sports Day Leader.
- Organised community engagement initiatives for secondary pupils.
- Coordinated trips, events, and workshops to support youth development.
Timeline
Senior Officer
Glasgow City Council
04.2026 - Current
Chairman and CEO Complaints Specialist
BT Group
06.2023 - 04.2026
Sales and Retentions Agent
BT Consumer
09.2018 - 01.2023
Services Manager
Morrisons Supermarkets plc
07.2007 - 01.2018
HND - Computer Games Development
West Scotland College
HNC - Computer Games Development
Reid Kerr College
NC - Digital Media
Metropolitan College
High School - Computing, Mathematics, English, Physics, Physical Education, History
Hillpark Secondary School