Service Care Solutions Ltd

Complaints Manager Role

Hi all, I'm currently recruting for a Complaints Manager in the NHS.

Please apply for more details.

Hours - 37.5
Location - Birmingham
Rate - £21.00 PAYE Per Hour

, To be a key member of the Patient Relations management team, supporting the Head of Patient Relations and Deputy Director of Patient Experience in the implementation of the Trust's Patient Experience Strategy.
, To work closely with the other Divisional Patient Relations managers and the Head of Patient Relations to ensure a consistent, high quality service is delivered to internal and external users of the service.
, To have an in depth understanding of the complaints regulations and the Trust's Patient Relations policy and procedures in order to provide appropriate advice.
, Ensure that complaints for their allocated division(s) are dealt with appropriately, effectively and in line with Patient Relations policy and procedures.
, To ensure complaints for their allocated division(s) are acknowledged, triaged, allocated and managed in accordance with the complaints' timeline to ensure that complaints KPIs are regularly met.


, To ensure monitoring of compliance with and reporting of complaints KPIs for their allocated division(s).
, Maintain and monitor the quality of data entry to the Complaints Datix database for their allocated division(s).
, To take responsibility for the management of highly complex, sensitive complaints within their division, which may involve frequent contacts with patients or members of the public who may be displaying a challenging range of behaviours in highly distressing and emotional situation.
, To manage a discrete caseload of complex/serious complaints within their allocated division(s) and to act as principal point of contact for complex complaints queries from divisional and complaints colleagues for their allocated division(s).
, Exercise judgment and analytic skills when scrutinising correspondence/ complaints for any serious issues that need to be escalated or reported to risk in line with the Patient Relations procedures, and provide advice to staff on the same.
, To ensure that complaints correspondence for their allocated division(s) is highlighted to other teams for action as necessary, e.g.

risk, communications, legal, safeguarding etc.
, To ensure the independence of complaints investigations for their allocated division(s).
, To provide quality assurance review of complaints responses within their allocated divisional team(s).
, To ensure learning and actions from complaints are identified, recorded, monitored and completed for their allocated division(s).
, Analyse and interpret complaints data for their allocated division(s) to identify trends, strengths and opportunities for improvement (in collaboration with the Head of Patient Relations).
, To facilitate local resolution meetings with complainants in complex and/or challenging cases.
, To build and maintain good working relationships with advocacy services in order to best signpost and support patients, families and carers.


Benefits of Service Care Solutions

, 250 training allowance
, Excellent pay rates
, Exceptional referral bonuses
, Specialist's Non-Medical Non Clinical consultants offering single point of contact
, Frequent notifications for upcoming opportunities via text and email
, Nationwide provider of staff to cover over 40 different NHS trust and private organisations
, DBS disclosures provided via fast track online services free of charge.
If this role sounds of interest contact matt.clarke@servicecare.org.uk or 01772208953.




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