Senior Complaints Case Manager - Mental Health

CLINICAL PARTNERS LIMITED; City of Westminster; On-site; GBP 34,000; Full time

Job summary

A leading mental health services provider in the UK is seeking experienced complaints case handlers to manage and support a caseload of complaints. The role requires strong communication, empathy, and organizational skills to ensure all complaints are handled professionally and in accordance with NHS standards. Desired candidates should have a solid understanding of complaint handling within the healthcare sector. The position offers a salary up to £34,000 along with various benefits, including healthcare plans and paid holidays.

Benefits

25 days paid holiday

Healthcare Cash Plan

Flexible working opportunities

Life Assurance

Qualifications

• Proven ability to handle complex and sensitive complaints independently and empathetically.
• Strong understanding of NHS complaints procedures and national guidance.
• Ability to analyse data and identify trends to support service improvement.

Responsibilities

• Manage a caseload of complaints and dissatisfactions, ensuring compliance with NHS standards.
• Lead investigations into complaints, producing clear and factual reports.
• Act as a point of contact for complainants, ensuring timely communication.

Skills

Complaint handling

Empathy

Communication skills

Organizational skills

Data analysis

Tools

Microsoft Office

Complaints management systems

Job description

A leading mental health services provider in the UK is seeking experienced complaints case handlers to manage and support a caseload of complaints. The role requires strong communication, empathy, and organizational skills to ensure all complaints are handled professionally and in accordance with NHS standards. Desired candidates should have a solid understanding of complaint handling within the healthcare sector. The position offers a salary up to £34,000 along with various benefits, including healthcare plans and paid holidays.