Complaints Manager, Band 6

Gloucestershire Hospitals NHS Foundation Trust; Gloucester; On-site; GBP 40,000 - 48,000; Part time

Job summary

Gloucestershire Hospitals NHS Foundation Trust in Gloucestershire is seeking a flexible and resilient Band 6 Complaints Manager for 29 hours per week. You will contribute to the management and investigation of complaints, ensuring responses are fair, timely, and compliant with national standards.

The role requires strong administrative and communication skills, ability to prioritise a caseload, and a commitment to learning within the Patient Investigation and Learning Team (PILT).

Qualifications

• Degree level or equivalent experience and knowledge.
• Experience of ongoing development and further training.
• Experience in a clinical environment and with NHS procedures is desirable.

Responsibilities

• Manage, investigate and follow up complaints relating to services, care and treatment.
• Coordinate and prepare responses, ensuring fairness and compliance with standards.
• Prioritise a personal caseload to support national performance targets for complaints.

Skills

Excellent communication

Self-motivated

Able to work to deadlines

Analytical skills

Education

Degree level or equivalent

Tools

Microsoft Office

Job description

Current jobs at Gloucestershire Hospitals

Site Gloucestershire Royal Hospital Town Gloucester Salary £39,959 - £48,117 (pa, pro rata if part-time) Salary period Yearly Closing 08/09/2026 23:59

At Gloucestershire Hospitals, our people are at the heart of everything we do. As the county’s largest employer, we are proud to provide high-quality acute, elective, and specialist services to more than 650,000 people across our county. Our care is delivered across Gloucestershire Royal, Cheltenham General and Stroud Maternity Hospital.

With over 9,000 employees representing more than 95 nationalities, bringing together a mix of cultures and experiences to the care that we deliver. Whether you’re beginning your NHS journey or looking to take the next step in your career, this is an exciting time to join us. We’re investing heavily in innovation, research, and transformation, with more than 100 active clinical studies and major developments underway across our hospitals.

We take pride in working as one team, driven by a shared ambition to grow, develop, and continually improve. Every contribution is valued and by combining our collective strengths, we support not only our diverse communities but one another. You can expect a warm, supportive culture and colleagues who are passionate about teamwork, professional development and delivering exceptional care. We offer structured development programmes, mentoring and leadership opportunities to help you progress in your career.

We are committed to fostering an inclusive environment where everyone feels they belong. By joining our Trust, you will benefit from a comprehensive package that includes flexible working opportunities, generous annual leave, the NHS pension scheme, competitive bank rates, local discounts, access to on-site nurseries, reduced public transport costs, reward and recognition schemes and a wide range of health and wellbeing initiatives.

Job overview

Complaints Manager, Band 6 (29 hours a week)

The Patient Investigation and Learning Team are looking for a flexible, dedicated and resilient Band 6 Complaints Manager. The successful applicant will be expected to contribute to Departmental objectives in the process and management of complaints, ensuring compliance with external regulations and standards.

Main duties of the job

The successful applicant will be pro-active, adaptable, highly motivated with exceptional administrative and communication skills. They will be well organised and able to work methodically, accurately and pay attention to detail. We are looking for a team member who possesses excellent interpersonal skills.

To manage and investigate and follow up patients’ and relatives’ complaints relating to services, care and treatment delivered by GHNHSFT. To manage co-ordinating and preparing responses, ensuring the process is fair and equitable for all parties and complies with external regulations, standards and Trust policy and process.

Working for our organisation

With a team of over 9,000 employees, we are proud to be the largest employer in Gloucestershire and rank among the top 10 largest Trusts in the South West region. By joining our Trust, you will benefit from an excellent package that includes exclusive benefits, flexible working opportunities and the chance to gain valuable experience in one of our innovative hospitals. As well as generous annual leave allowance, access to the excellent NHS pension scheme, competitive bank rates, discounts at local shops and restaurants, access to two on-site nurseries, discounted public transport, reward and recognition and a range of health and wellbeing initiatives to support you.

The Complaints Department sits within the Patient Investigation and Learning Team (PILT) of Gloucestershire Hospitals NHS Foundation Trust. The PILT investigate, resolve and provide recommendations for learning in respect of complaints, claims and patient safety investigations. We are a friendly team who are passionate about their roles, patient experience and patient safety.

Detailed job description and main responsibilities

The successful applicant will need to use active listening skills and empathy to obtain confidential information from complainants. Ensuring complaints are fully investigated and responses are comprehensive, sensitive and balanced within the agreed deadline by obtaining information from relevant clinical, nursing and managerial staff who have other competing priorities, seeking advice as required.

The successful applicant will have their own caseload and will need to be able to prioritise conflicting demands to support with achieving national performance targets for complaints management as set by the Department of Health in the NHS Complaints Procedure.

To work flexibly as part of the wider Patient Investigation and Learning Team, undertaking duties and activities relevant to level of post to improve the experience of patients and staff.

Qualifications

• Degree level or an equivalent level of experience and knowledge


• Experience of ongoing development and further training

Experience

• Extensive use of Microsoft Office


• Experience of liaison and partnership working with service users, carers, members of the public and a wide range of stakeholders


• Experience of working in a clinical environment


• Experience in a complaint process role


• Experience of liaison effectively with both clinical and non-clinical staff

Knowledge and Skills

• Self-motivated and able to work unsupervised


• Excellent written and verbal communication skills


• Able to work prioritise and to work to tight deadlinesAble to analyse complex information


• Knowledge of NHS Complaints procedure

We reserve the right to expire vacancies prior to the advertised closing date once a sufficient number of applications have been received.

If you require sponsorshipfor a visa to work in the UK, to avoid disappointment, please check to ensure you are eligible under theUKVI points based system