Complaints Manager

South East England
Band 8a
02 Oct 2020
30 Oct 2020
Finegreen Consultant
Acute Trust
Job Type
A large healthcare organisation is looking to appoint a Complaints Manager in the South-Central area.

They are looking to appoint to the above post for a period of 3 months to cover a gap within the team.

The client is happy for some remote working however a present on site is needed majority of the site to support the junior staff.

Main Responsibilities:

  • The role will be managing/guiding a small team of 4/5 junior staff to support with the backlog on complaints;
  • The post holder must have extensive experience and be able to hit the ground running;
  • Effectively ensure timely and comprehensive investigations of complaints and incidents;
  • Manage and respond to contentious/complex complaints;
  • Respond to complainants in a way that is compassionate and empathic, sensitive to their needs, and fully addresses their concerns;
  • The post holder must have excellent letter writing skills and be able to communicate effectively.
  • Manage all incidents, ensuring precise, correct, complete and recorded on the incident information database promptly and accurately;
  • Maintain a confidential approach to all issues, handling them with appropriate sensitivity and
  • professionalism.
A successful candidate will have:
  • Must have experience within the NHS / Healthcare Service Provider;
  • Significant knowledge of methods, systems and processes for obtaining service user feedback and complaints;
  • Excellent letter writing and the ability to formulate responses/correspondence on a wide range of complex issues;
  • Able to manage and support a small team.
If you are interested within the role and have the above experience, please send a copy of your CV in the first instance to

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