Complaints Lead

Our Future Health; Greater London; Hybrid; GBP 60,000 - 74,000; Full time

Benefits offered by this job

Generous pension scheme (up to 12%)

30 days holiday + bank holidays

Enhanced parental leave

Cycle to work scheme

Home & tech savings

£1,000 employee referral bonus

Wellbeing support

Central London office in Holborn; flex

Job summary

Our Future Health is seeking an experienced Complaints Lead to own the end-to-end complaints process within the Participant Experience team. You will investigate concerns, ensure fair handling, and drive improvements to the participant experience across the organisation.

You will collaborate with internal teams, research partners and external stakeholders, analysing trends and providing insights to senior management while maintaining robust records and compliant processes.

Qualifications

• Experience leading complaints/feedback processes.
• Understanding of governance and compliance with record-keeping.
• Strong analytical and problem-solving abilities with trend analysis.

Responsibilities

• Own end-to-end complaints process and ensure timely, professional handling.
• Investigate complaints thoroughly and identify resolutions and corrective actions.
• Review and improve complaints policies, procedures and systems for effectiveness.

Skills

Complaints handling

Stakeholder management

Analytical thinking

Communication (written)

Empathy

Organisational skills

Proactive problem solving

Job description

We have an exciting opportunity for an experienced and proactive Complaints Lead to join our Participant Experience team at Our Future Health. In this role, you will take ownership of our complaints management process, ensuring that concerns are handled fairly, sensitively and effectively, while using feedback and insights to drive meaningful improvements to the participant experience.

Despite big improvements in healthcare in our lifetimes, today millions of people in the UK still live in poor health as they get older. Diseases like cancer, dementia, diabetes, and heart disease affect the lives of many people in our communities. Our goal is to create a world-leading resource for health research, to improve our understanding and spot the patterns of how and why common diseases start, so treatments can begin sooner and be more effective.

Our Future Health will be the UK's largest ever health research programme, bringing people together to develop new ways to detect, prevent, and treat diseases. We are a charity, supported by the UK Government, in partnership with charities and industry. We work closely with the NHS and with public authorities across all nations and regions of the UK.

What you'll be doing:

Reporting to the Head of Participant Experience, you will work within our Study Support team, collaborating with colleagues across the organisation and external partners to investigate and resolve complaints, identify opportunities for improvement and ensure a positive experience for our participants.

Your key responsibilities will include but not be limited to:

• Manage the end-to-end complaints process, ensuring concerns and feedback are handled professionally, empathetically and within agreed timescales.
• Investigate complaints thoroughly, gathering and analysing relevant information to identify appropriate resolutions and corrective actions.
• Review and improve complaints management policies, procedures and systems, ensuring they remain effective, consistent and compliant with relevant regulations and ethical guidelines.
• Work collaboratively with internal teams, research partners, suppliers and other stakeholders to resolve complaints and implement improvements.
• Analyse complaints data, identify trends and undertake root cause analysis to understand recurring issues and opportunities for improvement.
• Prepare reports and insights for senior management, relevant committees and supplier governance forums, highlighting complaints trends, risks and recommended actions.
• Maintain accurate records of complaints, investigations and outcomes, ensuring appropriate governance and quality assurance standards are met.
• Support the development of training and guidance to promote best practices in complaints handling and encourage a culture of continuous improvement.

Ideally, you will have experience managing complaints and feedback processes, with a strong commitment to delivering a positive experience for members of the public. You will be comfortable handling sensitive situations, working with different stakeholders and using insights to improve services and processes.

We recognise that candidates may have developed relevant experience through different career paths and welcome applications from those who can demonstrate many, though not necessarily all, of the skills and experience listed below:

• Experience managing complaints, feedback and enquiries from members of the public, including investigating concerns and identifying appropriate resolutions.
• Understanding of governance frameworks, compliance requirements and the importance of maintaining accurate records.
• Strong analytical and problem-solving skills, with the ability to interpret information, identify trends and recommend improvements.
• Excellent written and verbal communication skills, with an empathetic and professional approach to handling sensitive or challenging situations.
• Strong interpersonal and stakeholder management skills, with the ability to collaborate effectively across different teams and levels of an organisation.
• Excellent organisational skills, attention to detail and the ability to manage multiple priorities in a dynamic environment.
• A proactive and solutions-focused approach, with the confidence to work independently and take ownership of processes and improvements.
• Knowledge of the UK clinical research environment, population research or cohort studies would be an advantage, but is not essential.
• Experience in a call centre environment or similar is desirable, but not essential.

Hiring Process

We feelhiring should be transparentand give you arealsensefor whatOur Future Healthis like.Here'swhatyou canexpect from our remote process:

• Initial chatwith our Talent team (30 min)to get to know each other, discuss the role, and answer any questionsyou have.
• Competency based interviewwithwith a small cross-functional panel with your potential new manager and some of your stakeholders (60min). It is designed to get a sense of how you collaborate and with stakeholders, and howyou'dapproach the real-world responsibilities of this role.

• From £67,000 per annum basic salary.
• Generous Pension Scheme - We invest in your future with employer contributions of up to 12%.
• 30 Days Holiday + Bank Holidays - Enjoy a generous holiday allowance with the flexibility to take bank holidays when it suits you.
• Enhanced Parental Leave - Supporting you during life's biggest moments.
• Cycle to Work Scheme - Save 25-39% on a new bike and accessories through salary sacrifice.
• Home & Tech Savings - Get up to 8% off on IKEA and Currys products, spreading the cost over 12 months through salary sacrifice.
• £1,000 Employee Referral Bonus - Know someone amazing? Get rewarded for bringing them on board!
• Wellbeing Support - Access to Mental Health First Aiders, plus 24/7 online GP services and an Employee Assistance Programme for you and your family.
• A Great Place to Work - We have a lovely Central London office in Holborn, and offer flexible and remote working arrangements.

Join us – let's prevent disease together.

Closing date: 18 November 2026 at 5:00pm

At Our Future Health, we recognise the importance of having a diverse workforce and ensuring that all candidates, regardless of their background, have equitable access to our application process. We proactively encourage applicants who identify as having a disability, neurodiversity, or long-term health conditions to let us know if they require any reasonable adjustments as part of their application process.

If you do require any reasonable adjustments, please email us at [e-mail].