Complaints Manager

TN United Kingdom; Metropolitan Borough of Solihull; On-site; GBP 36,000; Full time

Job summary

An established healthcare organization is seeking a dedicated Complaints Manager to oversee the full complaints process. This role involves managing up to 10 complaints weekly, enhancing governance, and implementing effective systems and policies. Ideal candidates will have prior experience in complaints management within a healthcare setting, demonstrating strong customer service skills. Join a supportive team and contribute to service improvement while enjoying the potential for a permanent position. Immediate availability is preferred, with the flexibility of remote work after training.

Benefits

Supportive Team Environment

Potential for Permanent Position

Flexible Working Options

Qualifications

• Led a complaints handling process in a healthcare setting.
• Identified service improvement opportunities based on feedback.

Responsibilities

• Manage the full complaints process from initial complaint to resolution.
• Implement a new complaints system and monitor learning initiatives.

Skills

Complaints Handling

Customer Service

Administrative Skills

Data Management

Education

Experience in NHS or Healthcare Setting

Tools

Spreadsheets

Databases

Job description

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You will be working for a healthcare organisation based in Solihull. You will work as their Complaints Manager and Complaints Lead and manage the full complaints process for the service.

Your new role

As a Complaints Manager, you will be an integral part of a dynamic team, working under the guidance of the Compliance and Governance Manager. Your role will involve promoting and facilitating effective governance, communication, and complaint management throughout the organisation. Key responsibilities include developing efficient systems, embedding policies and processes, and implementing and monitoring learning initiatives. You will manage the full complaints process from initial complaint to resolution, handling up to 10 complaints per week across all levels of severity. You will be responsible for reviewing and escalating incidents and complaints in accordance with local and national guidelines. You will play an integral part in implementing a new complaints system, so experience with this is desired.

Your new company

You will be working for a healthcare organisation based in Solihull. You will work as their Complaints Manager and Complaints Lead and manage the full complaints process for the service.

Your new role

As a Complaints Manager, you will be an integral part of a dynamic team, working under the guidance of the Compliance and Governance Manager. Your role will involve promoting and facilitating effective governance, communication, and complaint management throughout the organisation. Key responsibilities include developing efficient systems, embedding policies and processes, and implementing and monitoring learning initiatives. You will manage the full complaints process from initial complaint to resolution. You will handle up to 10 complaints per week, which can vary in severity. You will be responsible for reviewing and escalating incidents and complaints in line with local and national guidelines. You will also be involved in implementing a new complaints system, so prior experience is preferred.

What you'll need to succeed

To succeed in this role, you must have led a complaints handling process and responded effectively to complaints, ideally within an NHS or healthcare setting. You should have identified opportunities for service improvement based on complaints and feedback. Delivering excellent customer service via telephone and email to internal and external customers is essential. You must have significant administrative experience, including proficiency in spreadsheets and databases for reporting. Handling sensitive and confidential information is required. Immediate availability is necessary due to the urgent need for this role. The position is primarily office-based, with the possibility of working from home one day a week after training.

What you'll get in return

This opportunity is temporary with the potential to become permanent. The salary is approximately £36,000 per annum. You will be part of a supportive organisation with a great team. The role offers an immediate start for suitable candidates.