Complaints & Resolution Manager

Skylight Psychiatry Ltd; Basingstoke; Hybrid; GBP 40,000 - 45,000; Full time

Benefits offered by this job

Professional development

Annual salary review

25 days annual leave

Pension scheme

Birthday off as additional leave

Devices provided

Job summary

Skylight Psychiatry is a forward thinking, dynamic mental health service. We are a CQC registered service delivering person-centred assessment, care and support, with our ultimate aim being to improve the lives of people with neurodevelopmental conditions such as ADHD, Autism and Learning disabilities.

The Complaints & Resolution Manager will provide dedicated capacity for the effective management and resolution of formal patient complaints, working across clinical, operational, governance and

Qualifications

• Experience managing complaints, concerns or complex casework in healthcare or regulated services.
• Proven ability to investigate and resolve cases independently with escalation when needed.
• Excellent written and verbal communication, including drafting formal responses.
• Sound judgement and ability to review information objectively.

Responsibilities

• Manage formal patient complaints from receipt through to resolution within required timescales.
• Investigate complaints and coordinate input from clinical and operational colleagues.
• Draft clear, empathetic and evidence-based responses and resolve routine complaints within authority.
• Recognise and escalate complex or specialist matters.
• Maintain accurate complaint records and support tracking and reporting.
• Provide advice on complaints and support early resolution.
• Identify recurring themes and contribute to service improvement.
• Contribute to development of complaints processes, templates and training.
• Support Subject Access Requests and data rights requests, including gathering information.
• Escalate complex data protection matters or requests requiring DPO input.

Job description

Complaints & Resolution Manager

Reports to: Quality & Governance Lead

Salary: £40,000 - £45,000 per annum, depending on experience

Location: Basingstoke - Hybrid (predominantly remote with occasional travel as required)

Hours: 37.5 hours per week

Skylight Psychiatry is a forward thinking, dynamic mental health service. We are a CQC registered service delivering person-centred assessment, care and support, with our ultimate aim being to improve the lives of people with neurodevelopmental conditions such as ADHD, Autism and Learning disabilities.

Role Purpose

The Complaints & Resolution Manager will provide dedicated capacity for the effective management and resolution of formal patient complaints. The post-holder will manage complaints from receipt through to resolution, using sound judgement and working independently within agreed parameters, while escalating more complex or significant matters where appropriate.

The role will work collaboratively across clinical, operational, governance and patient-experience teams to support timely responses, positive resolution and organisational learning.

Key Responsibilities

• Manage formal patient complaints from receipt through to resolution, ensuring they are handled fairly, sensitively and within required timescales.
• Investigate complaints, gather relevant information and coordinate input from clinical, operational and other colleagues as required.
• Draft clear, empathetic and evidence-based responses and independently resolve routine complaints within agreed authority.
• Recognise and elevate complex, significant or specialist matters appropriately.
• Maintain accurate complaint records and support effective tracking and reporting.
• Provide advice and guidance on complaints and concerns where appropriate, including supporting early resolution.
• Identify recurring themes and learning from complaints and contribute to service improvement.
• Contribute to the development of complaints processes, guidance, templates and training.
• Support the handling of Subject Access Requests and other data rights requests, including gathering and reviewing information and preparing responses.
• Escalate complex data protection matters or requests requiring specialist or DPO input.

Person Specification

Essential

• Experience of managing complaints, concerns or complex casework within healthcare, social care or another regulated service environment.
• Experience of investigating and resolving cases independently and knowing when escalation is required.
• Excellent written and verbal communication skills, including the ability to draft high-quality formal responses.
• Sound judgement, with the ability to review information objectively and reach fair, evidence-based conclusions.
• Confidence communicating sensitively and professionally with people who may be distressed, dissatisfied or frustrated.
• Strong organisational and case-management skills, with the ability to manage competing priorities and deadlines.
• Ability to work collaboratively across clinical, operational and non-clinical teams.

Desirable

• Experience of complaints handling within NHS-funded or independent healthcare services.
• Understanding of healthcare complaints, patient safety and regulatory expectations.
• Experience of identifying themes from complaints and contributing to service improvement.
• Experience of supporting Subject Access Requests or other data rights requests.
• Experience within mental health, neurodevelopmental or autism/ADHD services.

Benefits:

• Opportunities for professional development and growth within the service
• Annual salary review
• 25 days annual leave.
• Pension scheme offered
• Birthday off as additional leave
• Work related electronic devices provided

At Skylight Psychiatry, we are committed to fostering a fair and inclusive workplace where everyone can thrive and reach their full potential. We recognise that diverse teams encourage creativity and productivity, so we warmly welcome applications from individuals of all backgrounds. We encourage candidates to apply regardless of age, gender, gender identity or expression, religion or belief, disability, ethnicity, or sexual orientation. Together, we create an environment that values and celebrates diversity!

Job Types: Full-time Permanent

Work Location: Hybrid remote in Basingstoke, RG24 8AG.