Complaints & Customer Satisfaction Manager

HBSUK; Nottingham; On-site; GBP 55,000 - 85,000; Full time

Job summary

HBSUK is seeking a Complaints and Customer Satisfaction Manager to lead the organisation’s complaints, claims and feedback processes. You will drive continuous service improvement, implement the Client Satisfaction Policy, and align quality practices with ISO 9001.

The role demands leadership, organisation and the ability to work with diverse stakeholders across the business. You will report to the Risk Director and play a key role in delivering patient and customer satisfaction across the UK.

Qualifications

• Experience in complaints handling and patient feedback processes.
• Ability to embed continuous improvement and ISO 9001 principles.
• Lead complex complaints and escalate when needed.
• Produce regular complaints metrics and insights.
• Collaborate across departments to improve service delivery.
• Ensure regulatory compliance and quality standards.

Responsibilities

• Oversee end-to-end complaints process and improve final responses.
• Resolve complex complaints and consult senior staff.
• Lead sensitive meetings between complainants and staff.
• Draft clear, well-structured response letters.
• Monitor regulatory changes and best practices.
• Prepare and present complaints metrics to senior management.
• Analyze data to identify trends and root causes.
• Train staff on complaints handling.
• Ensure timely resolution per agreed timeframes.

Skills

Customer service

ISO 10002

Legal compliance

Project management

Report writing

NHS FF Test

Stakeholder management

Data analysis

Policy implementation

Language skills

Job description

In the role of Complaints and Customer Satisfaction Manager you will be highly organised, have a track record of high performance under pressure and demonstrate excellent leadership and communication skills. You will be expected to work collaboratively to embed complaints management and a continuous improvement culture across HBSUK. You will lead the management of complaints, claims, customer and patient feedback processes, ensuring the organisation delivers continuous service improvement, supports implementation of the Client Satisfaction Policy, and maintains effective quality management practices aligned to ISO 9001 principles. You will thrive in an environment of accountability, freedom of thought and rapid growth. Every day will be different and together we will strive for excellence – always supporting each other to go the extra mile, never forgetting our values.

Key Responsibilities

• Ensure the complaints process across the business runs smoothly from beginning to end, including identifying and dealing with delays, and reviewing and improving quality issues such as final responses.
• Resolve problems arising in complaints management, including complex issues and discussions with appropriate senior staff.
• Manage or oversee the most complex, sensitive or difficult complaints confidently and sensitively, escalating or seeking senior advice when appropriate.
• Facilitate particularly sensitive or difficult meetings between complainants and staff, ensuring thorough preparation.
• Write exceptional response letters using good English, correct grammar, appropriate wording and clear, logical flow; exercise sound judgement over wording and content.
• Establish and maintain excellent working relationships at all levels, including front-line staff, consultants and senior managers, supporting staff while resolving complaints-related issues such as delayed responses.
• Ensure complaints handling complies with relevant regulations and industry standards, remaining informed about regulatory changes and best practice.
• Prepare and present regular reports on complaints metrics and trends to senior management, providing insights and recommendations for continuous improvement.
• Analyse complaint data to identify trends and root causes; develop and implement strategies to reduce complaints and improve customer experience; collaborate across departments to address systemic issues and enhance service delivery.
• Ensure appropriate training and support is available for those managing complaints.
• Track complaint resolution against agreed timeframes and maintain required standards.
• Ensure processes are in place to quality-check all written responses before issue.
• Lead the company approach to customer and patient feedback, including complaints, claims, NHS Friends and Family Test feedback and satisfaction surveys, translating insight into measurable service improvements.
• Oversee the design, deployment and analysis of Patient-Reported Experience Measures (PREMs) alongside standard feedback channels to continuously evaluate and improve patient satisfaction and service quality.
• Ensure that learning from clinical incidents that affect the patient journey experience (excluding direct clinical care) informs improvement work.
• Support implementation and continuous improvement of the Client Satisfaction Policy and Quality Management System requirements, including relevant ISO 9001 principles, monitoring performance and reporting outcomes to governance forums.
• Identify trends, root causes and learning from complaints, claims, Friends and Family Test results and customer feedback, developing action plans with operational teams to improve customer experience and service quality.

This job profile is not intended to be exhaustive, and it is likely that duties may be altered from time to time in the light of changing circumstances, in discussion with the post holder. This role profile is intended to provide a broad outline of the main responsibilities only. The role is UK-wide.

This role will report to the Risk Director.

Start Date: ASAP

Knowledge & Skills

• Customer service skills and the ability to handle difficult or irate customers with patience and empathy.
• Knowledge of complaints-handling frameworks such as ISO 10002 or similar.
• Awareness of legal aspects relating to complaints and patient rights.
• Project management skills to improve complaints processes and customer experience.
• Ability to create detailed reports for senior management.
• Knowledge of the Parliamentary and Health Service Ombudsman and Independent Complaints Advocacy Service.
• Strong verbal and written communication skills.
• Problem solving ability, attention to detail, and effective management of time and resources across multiple complaints.
• Good attention to detail and thoroughness in investigating and resolving complaints accurately.
• Mediation and positive-resolution skills.
• Ability to analyse complaints data and identify trends for improvement.
• Flexibility in responding to changing customer needs and complaints processes.
• Additional language proficiency for supporting diverse customers.
• Knowledge of NHS Friends and Family Test requirements and quality management systems such as ISO 9001.

Equality & Diversity Statement

We are dedicated to promoting equality of opportunity for all employees and job applicants. In line with the Equality Act 2010, we strive to create and maintain a working environment in which everyone is able to make the best use of their skills, free from discrimination or harassment, and in which all choices are based on merit. No person is subjected to any less favourable treatment on any discriminatory grounds on the basis of age, disability, gender reassignment, marital or civil partner status, pregnancy and maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation.