Complaints & Resolution Manager

Allscreens Nationwide Ltd; Lydney; On-site; GBP 40,000 - 45,000; Full time

Benefits offered by this job

Professional development

Pension scheme

Birthday leave

Work devices provided

Job summary

Skylight Psychiatry is a forward thinking, dynamic mental health service. We are a CQC registered provider offering person-centred assessment, care and support to people with neurodevelopmental conditions.

The Complaints & Resolution Manager will oversee formal patient complaints from receipt to resolution, applying sound judgement and collaborating with clinical, operational and governance teams. The role requires independent work within defined parameters, with escalation of complex matters as

Qualifications

• Experience of managing complaints within healthcare or regulated services.
• Experience investigating and resolving cases independently.
• Excellent written and verbal communication skills.
• Sound judgement with evidence-based conclusions.
• Ability to communicate with distressed individuals.
• Strong organisational and case-management skills.

Responsibilities

• Manage formal patient complaints from receipt through to resolution, ensuring timely handling.
• Investigate complaints, gather information and coordinate input from clinical and operational teams.
• Draft clear, empathetic responses and resolve routine complaints within authority.
• Escalate complex issues as needed and maintain accurate records.
• Provide guidance on complaints and support early resolution.
• Identify themes and contribute to service improvement.
• Support development of complaints processes and training.
• Assist with Subject Access Requests and data rights inquiries.

Skills

Managing complaints

Communication skills

Judgement

Organisational skills

Collaborative working

Empathy

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 escal… appropriate.
• 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.

Essential Experience

• 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

• 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.

Hampshire Hospitals NHS Foundation Trust

Hampshire Hospitals NHS Foundation Trust