Complaints Case Manager — Elevating Patient Experience

The Shrewsbury and Telford Hospital NHS Trust; Greater London; On-site; GBP 42,000 - 48,000; Full time

Job summary

The Shrewsbury and Telford Hospital NHS Trust is seeking a dedicated Complaints Manager to join the Patient Services team in a busy NHS environment. You will be responsible for managing a caseload of formal complaints, ensuring thorough investigations, clear communication with complainants, and timely responses in line with policy and best practice.

Educated to degree level, you will work with patients, relatives and staff, balancing sensitivity with rigor, and drive service improvements by

Qualifications

• Educated to degree level (or equivalent).
• Ability to manage conflicts and mediate between parties.
• Experience in handling formal complaints and investigations.

Responsibilities

• Manage a caseload of formal complaints in line with policy.
• Analyse complaints on receipt to identify key issues.
• Undertake investigations ensuring fairness and thoroughness.
• Monitor progress and inform complainants of status and deadlines.
• Draft formal letters to resolve complaints on behalf of senior leadership.

Skills

Communication skills

Conflict resolution

Investigation skills

Education

Degree level or equivalent

Job description

The Shrewsbury and Telford Hospital NHS Trust is seeking a dedicated Complaints Manager to join the Patient Services team in a busy NHS environment. You will be responsible for managing a caseload of formal complaints, ensuring thorough investigations, clear communication with complainants, and timely responses in line with policy and best practice.

Educated to degree level, you will work with patients, relatives and staff, balancing sensitivity with rigor, and drive service improvements by