Complaints Manager

NHS National Services Scotland; Ayr; On-site; GBP 38,000 - 54,000; Full time

Job summary

NHS Ayrshire and Arran in Ayrshire, Scotland is seeking a dedicated Complaints Manager to lead the patient experience function at Ailsa Hospital on a permanent basis. The role ensures comprehensive complaints handling, supports staff and complainants, and coordinates with external agencies to drive improvements.

The post is 36 hours per week, with a UK driving licence essential. Sponsorship not guaranteed; visa considerations apply.

Responsibilities

• To manage all aspects of the process for feedback and complaints within NHS Ayrshire & Arran (NHSAA)
• To provide guidance and support to members of staff and complainants on the operation of the NHS Scotland Complaints Handling Process and NHS Ayrshire and Arran implementation of these procedures
• To ensure NHSAA meet the targets set out in the Complaint Handling Process and demonstrate improvement in all key indicators
• To be responsible for co-ordinating complaints issues with other agencies including Scottish Executive, Mental Welfare Commission, Scottish Public Services Ombudsman, Scottish Health Council, local MP/MSP’s, Procurator Fiscal Service and Patient Advice and Support Service

Job description

NHS Scotland:

NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society.

Who we are:

NHS Ayrshire and Arran are one of 14 territorial NHS Boards within NHS Scotland.

In support of our core purpose of Working together to achieve the healthiest life possible for everyone in Ayrshire and Arran, we are committed to a culture that is Caring, Safe, and Respectful. You will be required to work collaboratively in a safe, caring and respectful way.

To find out more about NHS Ayrshire and Arran please visit our website - NHS Ayrshire & Arran - Home (nhsaaa.net)

AI tools like ChatGPT or Copilot can be great for planning and preparing your application—but your answers must be your own.

• Show us the real you: Your application should reflect your skills, experience, and motivations authentically.
• Use AI wisely: It's fine to use AI for ideas or to check spelling and grammar, but don't let it write your answers.
• Why this matters: Applications that rely on AI-generated content may be withdrawn. By applying, you confirm your responses are based on your own knowledge and achievements.

Tip: Think of AI as a helper, not a substitute. We want to understand you—not an AI tool.

Position:

An exciting opportunity has arisen for a Complaints Manager based at Ailsa Hospital. This post is offered on a permanent basis.

Please note that we anticipate a high level of interest in this position and may close the vacancy early once enough applications are received.

Hours:

36 hours per week.

UK Driving Licence:

A UK driving licence is essential for this role.

What you will do:

Work closely with senior management teams, senior clinical leaders, and multidisciplinary teams across wards and departments. The post-holder will work as part of the Patient Experience Team and have responsibility for all aspects of complaint handling, including:

• To manage all aspects of the process for feedback and complaints within NHS Ayrshire & Arran (NHSAA)
• To provide guidance and support to members of staff and complainants on the operation of the NHS Scotland Complaints Handling Process and NHS Ayrshire and Arran implementation of these procedures
• To ensure NHSAA meet the targets set out in the Complaint Handling Process and demonstrate improvement in all key indicators
• To be responsible for co-ordinating complaints issues with other agencies including Scottish Executive, Mental Welfare Commission, Scottish Public Services Ombudsman, Scottish Health Council, local MP/MSP’s, Procurator Fiscal Service and Patient Advice and Support Service

Right to Work / Certificates of Sponsorship

To work in the United Kingdom, there is a legal requirement for an individual to demonstrate that they have the relevant permission to work in the country. This permission is, without exception, granted by the UK Visa and Immigrations Service. Further information on what NHS Scotland Boards are required to do to check this as well as what your responsibilities include can be found within the attached Candidate Information Pack.

It is essential that you have checked that you either already have an appropriate right to work in the UK or that the post would be eligible to be sponsored before submitting your application form.

NHS Ayrshire & Arran may be able to offer visa sponsorship for certain roles, provided the post meets the minimum salary threshold and any other required criteria. When considering if a post meets the salary threshold for sponsorship, please note the salary advertised is based on a full-time contract and must be pro-rated for part-time positions. Sponsorship is not guaranteed and is assessed on a case-by-case basis following interview and at the commencement of pre-employment checks.

We are unable to provide sponsorship for bank contracts.