Senior Complaints Investigation Lead, Patient Experience

University Hospitals of Derby and Burton NHS Foundation Trust; East Midlands; Presencial; GBP 52.000 - 64.000; Tempo integral

Benefícios oferecidos por esta vaga

Development opportunities

Employee assistance programme

Discounted gym membership

Onsite fitness classes

Car schemes

Resumo da vaga

University Hospitals of Derby and Burton NHS Foundation Trust is seeking a Complaints Investigating Lead to steer the organisation’s response to formal complaints with a patient-focused approach. The role requires senior leadership, oversight of investigations, and ensuring learning translates into service improvements.

The post holder will champion compassionate, person-centred practices, manage a caseload, and work with divisions to ensure timely, high-quality investigations and governance

Qualificações

• Experience leading staff or a specialist function with workload allocation and quality oversight.
• Experience managing a concurrent personal caseload while overseeing a wider team portfolio.
• Knowledge of NHS complaints legislation and standards, including CQC Regulation 16.
• Experience in an acute NHS Trust or other regulated organisation.
• Experience with Parliamentary and Health Service Ombudsman or cross-organisational complaints.
• Experience in service redesign, audit and implementation of new operating models.

Responsabilidades

• Provide day-to-day operational leadership for the complaints investigation function with clear workload allocations and standards.
• Oversee the complete investigation portfolio and the Complaints Management System, monitor risk and capacity.
• Lead an allocated caseload from planning through to closure and reporting.
• Provide supervision, coaching and constructive challenge to Band 7 colleagues.
• Quality assure investigation plans, evidence, findings and final responses for accuracy and empathy.
• Maintain compassionate and transparent communication with complainants, ensuring accessibility and reasonable adjustments.

Conhecimentos

Leadership

Complaint handling

Analytical thinking

Quality assurance

Stakeholder engagement

Formação

Degree holder

Investigations/quality training

Continued professional development in leadership

Investigation governance training

Leadership coaching/supervision qualification

Descrição da vaga

University Hospitals of Derby and Burton NHS Foundation Trust is seeking a Complaints Investigating Lead to steer the organisation’s response to formal complaints with a patient-focused approach. The role requires senior leadership, oversight of investigations, and ensuring learning translates into service improvements.

The post holder will champion compassionate, person-centred practices, manage a caseload, and work with divisions to ensure timely, high-quality investigations and governance