Interim Complaints Manager

NHS; Harrow; On-site; GBP 60,000 - 80,000; Full time

Job summary

A healthcare organization in England is looking for an experienced Complaints Manager to oversee the resolution of patient complaints in accordance with NHS regulations. The role includes line-managing a team, ensuring compliance with standards, and enhancing patient experience through effective complaint handling. Strong organizational and communication skills are essential as well as experience in conflict resolution and data analysis. This position offers a pivotal role in improving service delivery and maintaining high patient care standards.

Qualifications

• Experience managing complaints in NHS or regulated sector.
• Experience handling sensitive, confidential information.
• Evidence of Continuing Professional Development.

Responsibilities

• Manage and resolve patient complaints effectively.
• Line-manage Complaint Handlers and support staff.
• Conduct investigations into complaints.

Skills

Excellent written communication

Strong organisational abilities

Ability to de-escalate conflict

Ability to analyse data

Education

Training in mediation or complaints handling

Qualification in healthcare governance

Job description

Weare seeking an experienced, compassionate, and organised Complaints Manager tojoin our team supporting the Adult ADHD Right to Choose service. The postholderwill be responsible for the effective management, coordination, and resolutionof patient complaints in accordance with NHS Complaints Regulations (2009), CQCstandards, GDPR, and Harrow Health policies.

You will ensure that all concerns are handled promptly, fairly, andtransparently, with a strong emphasis on patient experience, neurodiversityawareness, and continuous service improvement.

Main duties of the job

Act as the central point of contact for all informal andformal complaints regarding the Adult ADHD RTC service.

Receive, acknowledge, log, and triage complaints within mandated timeframes.

About us

Key Responsibilities

Line Management and TeamLeadership

Line-manage upto four Complaint Handlers and administrative support staff, providingguidance, coaching, and performance management.

Ensure theteam is adequately resourced, trained, and supported to deliver a high-qualitycomplaints service. Allocate workloadseffectively and maintain oversight of daily operations to ensure timely andaccurate complaint handling.Support the finalsign off process for all complaints at a senior level.

Performance and KPI Management

Set, monitor,and review all key performance indicators (KPIs) related to complaints handlingand administrative support.

Analyseperformance data to identify trends, risks, and areas for improvement.

Ensurecompliance with internal policies, regulatory requirements, and service-levelagreements (SLAs)

Complaints Handling

Function as the central point of contact for all informal andformal complaints regarding the Adult ADHD RTC service.

Receive, acknowledge, log, and triage complaintswithin NHS-mandated timeframes.

Coordinate investigations into clinical,administrative, and communication-related issues.

Collect statements, clinical notes, and factualaccounts in a fair and objective manner.

Draft clear, compassionate, high-quality writtenresponses and action plans.

Ensure compliance with NHS Complaints Regulations,local policies, and data protection requirements.

Manage more complex complaints escalated from ICBs, PHSO andto NHS Resolutions.

Job responsibilities

About Us

Introduction

Harrow Health Community Interest Company (CIC) was established in 2007by a group of Harrow GPs with a shared vision to deliver high-quality clinicalcare within the community. Since its inception, Harrow Health has grownsignificantly and now provides a wide range of clinical services.

Our mission is to deliver exceptional patient care by enhancing thepatient experience, ensuring clinical excellence, and maintaining a safe andsupportive environment. We are committed to working collaboratively withpartners across the healthcare system to provide gold-standard services andbuild a sustainable future for our local health community.

As part of our expanding service portfolio, we deliver specialist AdultADHD assessment and treatment under the NHS Right to Choose pathway. Weare committed to providing patient-centred, neurodiversity-affirming care thatmeets the needs of adults seeking timely ADHD diagnosis and treatment.

Job Summary

We are seeking an experienced, compassionate, and organised ComplaintsManager to join our team supporting the Adult ADHD Right to Choose service. Thepostholder will be responsible for the effective management, coordination, andresolution of patient complaints in accordance with NHS Complaints Regulations(2009), CQC standards, GDPR, and Harrow Health policies.

You will ensure that all concerns are handled promptly, fairly, andtransparently, with a strong emphasis on patient experience, neurodiversityawareness, and continuous service improvement.

Key Responsibilities

Line Management and Team Leadership

Line-manage up tofour Complaint Handlers and administrative support staff, providing guidance,coaching, and performance management.

Ensure the team isadequately resourced, trained, and supported to deliver a high-qualitycomplaints service. Allocate workloadseffectively and maintain oversight of daily operations to ensure timely andaccurate complaint handling.

Support the finalsign off process for all complaints at a senior level.

Performance and KPI Management

Set, monitor, andreview all key performance indicators (KPIs) related to complaints handling andadministrative support.

Analyse performancedata to identify trends, risks, and areas for improvement.

Ensure compliancewith internal policies, regulatory requirements, and service-level agreements(SLAs)

Complaints Handling

Function as the central point of contact for all informal andformal complaints regarding the Adult ADHD RTC service.

Receive, acknowledge, log, and triage complaintswithin NHS-mandated timeframes.

Coordinate investigations into clinical,administrative, and communication-related issues.

Collect statements, clinical notes, and factualaccounts in a fair and objective manner.

Draft clear, compassionate, high-quality writtenresponses and action plans.

Ensure compliance with NHS Complaints Regulations,local policies, and data protection requirements.

Manage more complex complaints escalated from ICBs, PHSO andto NHS Resolutions.

Provide person-centred,trauma-informed communication to individuals raising concerns.

Explain the complaints process clearly, includingtimelines and escalation to the Parliamentary and Health Service Ombudsman.

Support meetings between complainants and clinicalteams when appropriate.

Adapt communication methods to meet the needs ofneurodivergent patients.

Governance & Quality

Maintain accurate, auditablecomplaint records using approved systems.

Support contract monitoring, CQC inspections, andexternal audits.

Produce high-quality complaint reports, trendanalysis, and learning summaries.

Ensure lessons learned are captured, monitored, andembedded into practice.

Service Improvement

Identify recurring trends and areas for improvement.

Collaborate with senior leaders and clinical teams to implementimprovement plans and track progress.

Contribute to staff training on communication, documentation, andcomplaints handling.

Stakeholder Engagement

Liaise with GPs, ICB/commissioners,NHS England, and internal governance teams.

Participate in governance meetings, quality reviews,and multidisciplinary forums.

Person Specification

Criteria

Qualifications

Training in mediation, conflict resolution, or complaintshandling (D)

Evidence of CPD (E)

Qualification in healthcare governance or qualityimprovement (D)

Experience

Experience managing complaints in NHS or regulated sector(E)

Experience in mental health or neurodevelopmentalservices (D)

Experience analysing complex information to producereports (E)

Experience with NHS commissioners or CQC inspections (D)

Experience handling sensitive, confidential information(E)

Knowledge

NHS Complaints Regulations 2009 (E)

Understanding of ADHD and neurodiversity (D)

Safeguarding and GDPR (E)

Skills

Excellent written communication and report-writing (E)

Training or facilitation skills (D)

Ability to de-escalate conflict and support distressedcomplainants (E)

Strong organisational and case management abilities (E)

Ability to analyse data, identify themes, and proposeimprovements (E)

Personal Attributes

Compassionate and patient-focused (E)

Calm, objective, and resilient under pressure (E)

Commitment to equality, diversity, and neurodiversityinclusion (E)

The postholder is expected todemonstrate the values of the NHS and Harrow Health CIC, including:

Compassion

Respect and dignity

Working together for patients

Commitment to quality of care

Improving lives

Person Specification

Qualifications

• Evidence of CPD (E)
• Training in mediation, conflict resolution, or complaints handling (D)
• Qualification in healthcare governance or quality improvement (D)

Knowledge

• NHS Complaints Regulations 2009 (E)
• Safeguarding and GDPR (E)
• Understanding of ADHD and neurodiversity (D)

Skills

• Excellent written communication and report-writing (E)
• Ability to de-escalate conflict and support distressed complainants (E)
• Strong organisational and case management abilities (E)
• Ability to analyse data, identify themes, and propose improvements (E)
• Training or facilitation skills (D)

Personal Attributes

• Compassionate and patient-focused (E)
• Calm, objective, and resilient under pressure (E)
• Commitment to equality, diversity, and neurodiversity inclusion (E)

Experience

• Experience managing complaints in NHS or regulated sector (E)
• Experience analysing complex information to produce reports (E)
• Experience handling sensitive, confidential information (E)
• Experience in mental health or neurodevelopmental services (D)
• Experience with NHS commissioners or CQC inspections (D)

Disclosure and Barring Service Check

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.