Complaints Lead

NHS Jobs; England; On-site; GBP 48,000 - 57,000; Full time

Job summary

NHS Jobs is seeking a skilled complaints handler with strong line management experience to lead NHS complaint cases, including complex multi-agency issues. The role requires detailed knowledge of NHS Regulations and ability to drive service improvements using data.

The successful candidate will write empathetic responses, manage difficult conversations, and contribute to local resolution meetings within a supportive NHS environment.

Qualifications

• Degree-level qualification or equivalent professional experience.
• Significant experience of managing NHS complaints, including complex and multi-agency cases.
• Experience of line managing and developing staff.
• Experience of managing PHSO cases and local resolution meetings.
• Detailed knowledge of the NHS Complaints Regulations (2009) and the PHSO NHS Complaint Standards.
• Excellent written communication, with the ability to write clear, empathetic responses.

Responsibilities

• Please see the attached job description and person specification for full details of the duties and responsibilities of this post.
• Applicants are encouraged to read these carefully and use their supporting information to show how you meet the criteria.
• For both documents, please view the attachment/s below.

Skills

NHS complaints

Line management

Written communication

Data analysis

Power BI

Education

Degree-level qualification or equivalent experience

Tools

Power BI

Job description

Job responsibilities

Please see the attached job description and person specification for full details of the duties and responsibilities of this post. Applicants are encouraged to read these carefully and use their supporting information to show how they meet the criteria. Person specification Essential Degree-level qualification or equivalent professional experience Significant experience of managing NHS complaints, including complex and multi-agency cases Experience of line managing and developing staff Experience of managing PHSO cases and local resolution meetings Detailed knowledge of the NHS Complaints Regulations (2009) and the PHSO NHS Complaint Standards Excellent written communication, with the ability to write clear, empathetic responses Ability to manage difficult conversations with compassion and resilience Desirable Accredited complaints handling or investigation training Registered healthcare professional (NMC, HCPC or GMC) Experience of using complaints data to drive service improvement Experience of using digital or AI tools to improve processes Experience using Power BI or other data visualisation toolsThe full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents, please view the attachment/s below.

£47,951 - £56,863 Per annum inclusive of HCAS