Patient Experience Lead — Complaints (Hybrid)

The Owl Centre; Pontypool; Hybrid; GBP 40,000 - 56,000; Full time

Benefits offered by this job

Hybrid & Home working

25 days annual leave

Waiting Well charity involvement

Growth opportunities

Support for Autism & ADHD assessments

Job summary

The Owl Centre in Pontypool is seeking a Patient Experience and Complaints Manager to lead our complaints and patient experience service. The role combines strategic governance with hands-on case management, ensuring a patient-centered approach and compliance with regulatory requirements.

You will train teams, analyze complaint data, and collaborate with external bodies to improve care. The position is hybrid with two office days per week in Pontypool and opportunities for professional growth.

Qualifications

• A relevant degree-level qualification or equivalent practical experience.
• Experience in regulated health or social care settings.
• Ability to write clear information for senior stakeholders and design/training presentations.

Responsibilities

• Lead complaints and patient experience function; maintain up-to-date policies and safe service.
• Identify issues from feedback; review and implement fixes with internal teams.
• Manage complex caseload; triage concerns for frontline or investigations.
• Draft high-quality written responses; communicate progress per SLA.
• Facilitate meetings with patients and carers for collaborative resolutions.
• Design and deliver training programmes and coaching sessions.
• Embed lessons learned into everyday practice from investigations.
• Manage complaint records using IT systems (NEST) with GDPR compliance.
• Produce performance reports for Executive Team, Board and external bodies.
• Collaborate with external bodies (CQC, PHSO, ICAS) and legal for reviews.

Skills

Communication

Presentation skills

Training design & delivery

Calm under pressure

Analytical thinking

Education

Degree-level qualification in Healthcare Management / Business Administration / Health Studies / Law / Social Science

Tools

NEST

Job description

The Owl Centre in Pontypool is seeking a Patient Experience and Complaints Manager to lead our complaints and patient experience service. The role combines strategic governance with hands-on case management, ensuring a patient-centered approach and compliance with regulatory requirements.

You will train teams, analyze complaint data, and collaborate with external bodies to improve care. The position is hybrid with two office days per week in Pontypool and opportunities for professional growth.