Complaints Manager

Lead and manage the end-to-end complaints process across healthcare services, ensuring compliance with NHS Complaints Regulations and local policies.

Act as the primary point of contact for service users, families, carers, advocates, and external bodies regarding formal and informal complaints.

Conduct thorough investigations, including evidence gathering, interviews, and root-cause analysis to ensure fair and transparent outcomes.

Produce high-quality written responses, summaries, and reports for senior leadership, commissioners, and regulatory bodies.

Ensure all complaints are logged, tracked, and updated using approved case-management systems, maintaining accurate audit trails.

Identify trends, risks, and recurring themes, producing complaint dashboards and lessons-learned reports to support service improvement.

Work collaboratively with clinical and operational teams to implement corrective actions and monitor improvements.

Maintain compliance with statutory timeframes, Data Protection/UK GDPR, duty of candour, safeguarding requirements, and NHS governance standards.

Provide training, guidance, and support to staff on complaint handling, conflict resolution, empathy, and effective communication.

Represent the organisations in meetings with stakeholders (including ICB, Ombudsman, families, and advocates) and escalate serious incidents or risks appropriately.