Complaints Lead - AI-Driven Quality & Learning (NHS)

Barts Health NHS Trust; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

Barts Health NHS Trust in London is seeking an experienced Complaints Lead to steer the hospital's complaints service across four divisions. You will own performance, oversee investigations, and lead complex NHS and PHSO cases with empathy and clarity.

Reporting to the Associate Director of Governance, you will line-manage Complaints Managers, drive learning from complaints, and shape improvements using data and digital tools, including AI-assisted processes, ensuring timely, accurate responses.

Qualifications

• Significant NHS complaints management experience, including complex cases.
• Experience in line management and staff development.
• Knowledge of NHS Complaints Regulations and PHSO standards.
• Excellent written communication and compassionate responses.
• Experience using data to drive improvements and familiarity with digital tools.

Responsibilities

• Lead the day-to-day complaints service and line-manage Complaints Managers.
• Personally manage the most complex complaints and lead PHSO/local meetings.
• Quality-assure investigations and responses before executive sign-off.
• Own timeliness metrics, action tracking and performance reporting.
• Triangulate complaints with incidents and learning to drive improvements.
• Lead ongoing improvements of the complaints process, including AI tools usage.

Skills

NHS complaints

Staff management

Complex cases

PHSO knowledge

Power BI

AI tools

Empathetic communication

Education

Degree-level qualification

Tools

Power BI

Data visualization

Job description

Barts Health NHS Trust in London is seeking an experienced Complaints Lead to steer the hospital's complaints service across four divisions. You will own performance, oversee investigations, and lead complex NHS and PHSO cases with empathy and clarity.

Reporting to the Associate Director of Governance, you will line-manage Complaints Managers, drive learning from complaints, and shape improvements using data and digital tools, including AI-assisted processes, ensuring timely, accurate responses.