Complaints Manager

NHS; Kingston upon Hull; On-site; GBP 46,000 - 53,000; Full time

Job summary

Join a forward-thinking organization dedicated to delivering world-class health services. As a Complaints Manager, you will play a pivotal role in ensuring patient satisfaction by managing complaints effectively. This position offers a unique opportunity to work in a diverse environment, where your contributions will directly impact the quality of care provided to over 1.65 million people. With a strong emphasis on professional growth and a supportive culture, you will thrive in a setting that values innovation and collaboration. Embrace the chance to make a positive difference in the healthcare community while advancing your career.

Benefits

Professional development opportunities

Supportive work culture

Innovative work environment

Diverse and inclusive workplace

Qualifications

• Minimum of two years in a middle/senior administrative role.
• Experience in complaints handling and policy development.

Responsibilities

• Manage the Group's complaints service and support the PALS service.
• Ensure timely resolutions to formal complaints and PALS concerns.
• Monitor and report on complaints and PALS concerns to identify trends.

Skills

Excellent communication skills

Organisational skills

Analytical skills

Proficiency in Datix

Proficiency in Excel

Education

Professional qualification relevant to the role

Clinical qualification

Management qualification

Job description

Job summary

The Humber Health Partnership, comprising Hull University Teaching Hospitals NHS Trust and Northern Lincolnshire and Goole NHS Foundation Trust, is one of the largest acute and community partnerships in the NHS. We serve over 1.65 million people, manage a budget of £1.3 billion, and employ nearly 20,000 staff across five main hospital sites. Our partnership is committed to delivering world-class hospital and community services, and we are proud to work closely with the Hull York Medical School on groundbreaking research.

Why Join Us?

• Innovative Environment:Be part of a team that values creativity and continuous improvement.
• Professional Growth:We invest in your development and offer numerous opportunities for career advancement.
• Supportive Culture:Join a workforce that is united by compassion and driven by excellence.
• Diverse Community:Work in a diverse and inclusive environment that reflects the communities we serve.
• Positive Impact:Play a crucial role in improving patient experience and fostering a culture of learning and improvement.
• Collaborative Work: Engage with a wide range of partners and stakeholders to facilitate cross-organisational collaboration.

Main duties of the job

As a Complaints Manager, you will play a crucial role in managing the Group's complaints service and supporting the PALS service. You will work closely with Care Groups to ensure timely resolutions to formal complaints and PALS concerns, and you will be responsible for reporting and theming data, facilitating difficult complaints meetings, and ensuring compliance with national legislation.

What We're Looking For:

• Qualifications:Professional qualification relevant to the role; clinical or management qualification desirable.
• Experience:Minimum of two years in a middle/senior administrative role, with experience in complaints handling and policy development.
• Skills:Excellent communication, organisational, and analytical skills; proficiency in Datix and Excel.
• Attributes: Patience, tact, diplomacy, and the ability to work under pressure.

About us

The Humber Health Partnership is one of the largest acute and community Partnership arrangements in the NHS, seeing well over one million patients every year and managing a budget of over £1.3 billion.

Made up of two Trusts - Northern Lincolnshire and Goole NHS Foundation Trust (NLAG) and Hull University Teaching Hospitals NHS Trust (HUTH) - our Partnership has significant ambitions and is committed to delivering world-class hospital and community services for the 1.65 million people we serve.

Together we employ nearly 20,000 staff. Our five main hospital sites are Diana, Princess of Wales Hospital, Scunthorpe General Hospital and Goole and District Hospital, for NLAG and Hull Royal Infirmary and Castle Hill Hospital for HUTH.

As Teaching Hospitals working with the Hull York Medical School, we both lead and contribute to research in many areas - biomedical research, primary care, palliative medicine, cardiovascular and respiratory medicine, vascular surgery, cancer surgery and oncology.

We believe that by developing a diverse, inclusive, innovative, skilled and caring workforce, we can deliver excellent care to our patients and a great future for our employees, our Partnership and our community.

Date posted

30 April 2025

Pay scheme

Agenda for change

Band

Band 7

Salary

£46,148 to £52,809 a year Per Annum

Contract

Permanent

Working pattern

Full-time

Reference number

356-25-7124216

Job locations

Across Site

Site wide

Hull

HU3 2JZ

Job description Job responsibilities

Key Responsibilities:

• Promote a culture of prompt resolution for complaints and concerns.
• Provide practical support in stressful situations and handle challenging behaviour.
• Liaise with partners including Primary Care, Ambulance and Mental Health Trusts, and Social Services.
• Develop and review policies and procedures for raising concerns and complaints.
• Ensure the Group's complaints procedure fosters a culture of learning and improvement.
• Monitor and report on complaints and PALS concerns to identify trends and areas of risk.
• Participate in training events to promote effective complaints management

Applications from job seekers who require current Skilled Worker Visa sponsorship to work in the UK are welcome and will be considered alongside all other applications. You can determine the likelihood of obtaining a Certificate of Sponsorship for the post by assessing your circumstances against criteria specified on thegov.uk website.

Should we receive a high volume of applications the advert may be closed earlier than stated.

Job description Job responsibilities

Key Responsibilities:

• Promote a culture of prompt resolution for complaints and concerns.
• Provide practical support in stressful situations and handle challenging behaviour.
• Liaise with partners including Primary Care, Ambulance and Mental Health Trusts, and Social Services.
• Develop and review policies and procedures for raising concerns and complaints.
• Ensure the Group's complaints procedure fosters a culture of learning and improvement.
• Monitor and report on complaints and PALS concerns to identify trends and areas of risk.
• Participate in training events to promote effective complaints management

Applications from job seekers who require current Skilled Worker Visa sponsorship to work in the UK are welcome and will be considered alongside all other applications. You can determine the likelihood of obtaining a Certificate of Sponsorship for the post by assessing your circumstances against criteria specified on thegov.uk website.

Should we receive a high volume of applications the advert may be closed earlier than stated.

Person Specification Education/Qualifications Essential

• oPossess a professional qualification relevant to role/ experience of undertaking role

Desirable

• oClinical Qualification and/or Management Qualification

Knowledge/Training & Experience Essential

• oMinimum of two years middle / senior level administrative experience
• oDirect Involvement in the development of policies and procedures
• oUnderstanding of principles of complaints handling
• oDemonstrable experience of working effectively in a multi-professional agency environment
• oWorking with patients and relatives who may be distressed or aggrieved
• oAnalytical Skills, literacy, numeracy and the use of information
• oUnderstanding of NHS Complaints Procedure

Desirable

• oNHS background and experience
• oActive engagement in the Implementation of policies and procedures
• oExtensive knowledge and experience of complaints handling

Communciation and Interpersonal Skills Essential

• oMust possess patience, tact and diplomacy
• oDemonstrates credibility with clinical colleagues
• oMust possess excellent communication skills
• oMust possess excellent organisational skills
• oExperience of working successfully under pressure of time and resources
• oDemonstrates understanding of confidentiality

Other Requirements Essential

• oGood timekeeper
• oAbility to work from between hospital sites as required to meet the demands of the service

Special Attributes and other Essential

• Shows motivation in developing new skills
• High level of interpersonal skills
• Demonstrate empathy and diplomacy
• Flexible and reliable

Person Specification Education/Qualifications Essential

• oPossess a professional qualification relevant to role/ experience of undertaking role

Desirable

• oClinical Qualification and/or Management Qualification

Knowledge/Training & Experience Essential

• oMinimum of two years middle / senior level administrative experience
• oDirect Involvement in the development of policies and procedures
• oUnderstanding of principles of complaints handling
• oDemonstrable experience of working effectively in a multi-professional agency environment
• oWorking with patients and relatives who may be distressed or aggrieved
• oAnalytical Skills, literacy, numeracy and the use of information
• oUnderstanding of NHS Complaints Procedure

Desirable

• oNHS background and experience
• oActive engagement in the Implementation of policies and procedures
• oExtensive knowledge and experience of complaints handling

Communciation and Interpersonal Skills Essential

• oMust possess patience, tact and diplomacy
• oDemonstrates credibility with clinical colleagues
• oMust possess excellent communication skills
• oMust possess excellent organisational skills
• oExperience of working successfully under pressure of time and resources
• oDemonstrates understanding of confidentiality

Other Requirements Essential

• oGood timekeeper
• oAbility to work from between hospital sites as required to meet the demands of the service

Special Attributes and other Essential

• Shows motivation in developing new skills
• High level of interpersonal skills
• Demonstrate empathy and diplomacy
• Flexible and reliable

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Additional information Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details Employer name

Hull University Teaching Hospitals NHS Trust

Address

Across Site

Site wide

Hull

HU3 2JZ

Employer's website

https://www.hey.nhs.uk/ (Opens in a new tab)

Employer details Employer name

Hull University Teaching Hospitals NHS Trust

Address

Across Site

Site wide

Hull

HU3 2JZ

Employer's website

https://www.hey.nhs.uk/ (Opens in a new tab)