Head of Complaints

Location
Midlands
Salary
£350 per day
Posted
12 Mar 2018
Closes
09 Apr 2018
Ref
LG/18673
Contact
Finegreen Consultant
Sector
Agency
Job Type
Temporary
I am recruiting for an interim Head of Complaints for a 3-6 month assignment which is outside of IR35.

Key responsibilities:
  • You shall need to ensure staff are trained and training plans are put in place;
  • Successfully manage the complaints processes and the team;
  • Provide quality framework documents for commissioners and lead action plans following the CQC report;
  • Coordinate and manage complaints handling throughout the organisation;
  • Achieve and maintain the objectives of improving complaints handling, promoting the involvement of patients and families in service developments and ensuring that complaints are integrated into their improvement framework;
  • Promote proactive risk management and assist in the commitment in exceeding compliance with CQC standards and lead on the review and implementation of recommendations;
  • Monitor the progress of local resolution and liaise with teams as necessary to ensure complaints are managed appropriately;
  • Make sure that robust systems are in place to comply with national targets, whilst ensuring the quality of complaint processes and responses.  
The successful candidate:
  • Experience of working as Head of Complaints/Senior Complaints Manager;
  • Excellent oral and written communication and report writing skills;
  • Ability to communicate with families who are potentially stressed, bereaved or angry;
  • Staff management experience;
  • A thorough understanding of carrying out detailed, complex investigations;
This is a challenging, hands-on role however it is flexible in terms of the working week. The client would be willing to discuss working pattens and a small amount of home working.

For further information, please contact Louise Griffiths on 0161 241 9665 or louise.griffiths@finegreen.co.uk