Patient Experience & Complaints Leader

The Owl Centre Ltd; Pontypool; Hybrid; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Hybrid & Home working

25 days annual leave

Job summary

The Owl Centre Ltd in Pontypool seeks a Patient Experience and Complaints Manager to lead our complaints and patient experience service. You will work with patients to resolve concerns, ensuring their voices are heard and insights inform service improvements.

You will oversee governance, data, and reporting while protecting confidentiality and regulatory compliance. You will collaborate with teams across the organisation to deliver person-centred interventions, train staff, and drive continuous

Qualifications

• Degree-level qualification in Healthcare Management, Business Administration, Health Studies, Law, or Social Science, or equivalent experience.
• Extensive experience in regulated health or social care settings, navigating complaints processes.

Responsibilities

• Lead complaints and patient experience function as Complaints Manager, ensuring compliant, patient-centred service.
• Identify issues from patient feedback and coordinate fixes with internal teams to enhance experience.

Skills

Communication

Presentation skills

Training delivery

Stakeholder management

Education

Degree in Healthcare/Health-related field

Job description

The Owl Centre Ltd in Pontypool seeks a Patient Experience and Complaints Manager to lead our complaints and patient experience service. You will work with patients to resolve concerns, ensuring their voices are heard and insights inform service improvements.

You will oversee governance, data, and reporting while protecting confidentiality and regulatory compliance. You will collaborate with teams across the organisation to deliver person-centred interventions, train staff, and drive continuous