Senior Complaints Investigation Lead - Patient Experience

NHS; East Midlands; On-site; GBP 58,000 - 65,000; Full time

Job summary

The University Hospitals of Derby and Burton NHS Foundation Trust is seeking an experienced Complaints Investigation Lead to provide senior leadership, oversee formal complaint investigations and champion a compassionate, person‑centred response. You will drive timely investigations and quality assurance across the Trust.

You will manage a caseload, ensure compliance with NHS complaints standards, mentor investigators and translate learning into service improvement.

Qualifications

• Experience leading staff in NHS complaints investigations.
• Knowledge of NHS complaints legislation and standards.
• Ability to manage caseload with supervision to senior leaders.
• Strong report writing and empathetic communication.

Responsibilities

• Provide day-to-day operational leadership for complaints investigations.
• Oversee the complaints portfolio and manage evidence records and timelines.
• Lead on planning, findings, drafting responses and action planning.
• Coach and supervise Band 7 colleagues and ensure consistency.
• Quality assure investigation outputs and communicate with complainants.
• Ensure reasonable adjustments and accessible communication for concerns.

Skills

Operational leadership

Workload allocation

Supervision

Quality assurance

Analytical judgement

Dashboard reporting

Communication with complainants

Coaching / mentoring

Knowledge of NHS complaints

Education

Degree level

Complaints handling training

Leadership qualification

Tools

Complaints Management System

Job description

The University Hospitals of Derby and Burton NHS Foundation Trust is seeking an experienced Complaints Investigation Lead to provide senior leadership, oversee formal complaint investigations and champion a compassionate, person‑centred response. You will drive timely investigations and quality assurance across the Trust.

You will manage a caseload, ensure compliance with NHS complaints standards, mentor investigators and translate learning into service improvement.