Governance Manager - Patient Experience Lead

NHS; West Midlands Combined Authority; On-site; GBP 38,000 - 47,000; Full time

Job summary

A regional healthcare provider in the UK is seeking a Governance Manager to enhance patient experience and manage complaints. This leadership role involves promoting clinical governance, collaborating with teams, and ensuring patient voices are heard. Ideal candidates possess strong communication and organizational skills, along with a relevant postgraduate degree and significant experience in healthcare governance. Opportunities for flexible working are available.

Qualifications

• Educated to relevant degree postgraduate level.
• Experience of working with performance management systems.
• Experience of managing projects.
• Knowledge of quality improvement methodologies.
• Significant experience in a quality-related role within the NHS.

Responsibilities

• Delivering and promoting clinical governance.
• Managing complaints and supporting volunteers.
• Implementing service improvements based on patient feedback.

Skills

Performance management

Data analysis

Project management

Communication skills

Organizational skills

Education

Relevant degree postgraduate level

Clinical Governance, Risk Management, Patient Safety

Tools

MS Word

MS PowerPoint

MS Excel

MS Access

MS Outlook

Job description

Job Summary

We are seeking a dynamic and motivated Governance Manager - Patient Experience (including Complaints) to join our team. This is a key leadership role responsible for delivering and promoting clinical governance, statutory requirements, and policies across the Trust, with a strong focus on patient experience, engagement, and complaints management.

You will lead the day-to-day business of the patient experience and engagement service, including managing complaints, supporting volunteers, delivering training, and driving digital transformation in governance processes. You will work collaboratively with clinical and non-clinical teams, ensuring that patient voices are heard and service improvements are implemented. You will need good communication, reporting and digital skills to fulfil the role.

Please note this vacancy may close early if a high volume of applications is received; we advise you submit your application early to avoid disappointment.

About Us

Shropshire Community Health NHS Trust provides community-based health services for adults and children in Shropshire, Telford and Wrekin, and some services in surrounding areas. These range from district nursing, health visiting and running four community hospitals through to providing very specialist community care through talented and dedicated staff.

Patients, carers and the public play a vital role in helping us to develop and improve our services and we are constantly looking for ways to work with local communities, patients and the public to innovate and improve. Have a look at the Have Your Say section of our website to find out how you can feed back your experiences and help us to continually improve.

Shropshire Community Health NHS Trust is an exciting place to work. It offers a wide range of employment opportunities for many people. We positively encourage applications from all areas of the community, regardless of age, gender, ethnicity, disability, sexual orientation or religious beliefs. We are committed to ensuring people who work for the trust have a good working life - and a good work life/home life balance.

Job Details

Date posted: 19 September 2025

Pay scheme: Agenda for change

Band: Band 6

Salary: £38,682 to £46,580 a year per annum

Contract: Permanent

Working pattern: Full-time, Flexible working

Reference number: 825-7484259-CORP

Job locations: Shropshire Community NHS Health Trust, Mount McKinley, Shrewsbury Business Park, Shrewsbury, SY2 6FG

Job Description

Job responsibilities: For further details about the role, please see the attached document entitled job description and person specification.

Person Specification

Essential

Training and Qualifications

• Educated to relevant degree postgraduate level e.g. clinical governance, in Information Technology, or Core Academic Subject; OR equivalent combination of qualification, knowledge, experience and learning as set out: Qualification at the level of NVQ5, BTEC, HND/OND or ISEB; and a relevant and current professional qualification or certificate of learning (or working towards), such as Clinical Governance, Risk Management, Patient Safety, Complaints, Management and Leadership, Project Management e.g. Foundation PRINCE2; and supplemented with a number of years of relevant experience, knowledge; and learning in a similar environment and evidence of continuous professional development

Experience

• Experience of working with performance management systems and delivering improvement methodologies
• Experience of multi professional, multi-agency working. Achievement of challenging deadlines whilst maintaining quality and professional standards
• Able to prioritise workload to work at pace to meet timelines with minimal supervision.
• Experience of managing projects.
• Knowledge of quality improvement methodologies.
• Experience of data analysis and triangulation of data and intelligence
• Extensive experience of compiling action plans and written reports to a high standard for target audience including non-executive and executive Directors
• Significant experience in the use of MS Word, Powerpoint, Excel. Access and Outlook.
• Demonstrated experience of working in a quality related role within the NHS or a public sector organisation

Knowledge and Skills

• Knowledge of performance management tools and techniques and their application to NHS organisations
• Ability to analyse and interpret complex information, pre-empt and evaluate issues and recommend appropriate courses of action
• Ability to prepare and produce concise yet insightful communications for senior stakeholders and a broad range of stakeholders
• Good knowledge of clinical governance principles and requirements
• Understanding of health service environment
• Good organisational skills
• Strong planning, prioritising and organisational skills
• Report writing
• Good interpersonal skills
• Well developed verbal and written communication skills
• Presentation skills

Disclosure and Sponsorship

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.

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.

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.

Employer details

Employer name: Shropshire Community Health NHS Trust

Address: Shropshire Community NHS Health Trust, Mount McKinley, Shrewsbury Business Park, Shrewsbury, SY2 6FG