Senior Complaints Investigations Lead

University Hospitals Sussex; Brighton; Hybrid; GBP 40,000 - 48,000; Full time

Job summary

University Hospitals Sussex NHS Foundation Trust is seeking a Band 6 Complaints Manager for a three-year fixed term contract. You will oversee patient complaint investigations, coordinate cross‑divisional responses, and drive compliant, thorough resolutions across Sussex.

The role focuses on timely investigations, adherence to national guidelines, and delivering compassionate, learning‑oriented responses with robust governance and reporting.

Qualifications

• Experience of managing a large caseload of healthcare complaints requiring a formal written response.
• PHSO Complaints Standards training.
• Evidence of having undertaken own development to improve understanding of equalities issues.
• Evidence of having championed diversity in previous roles (as appropriate to role).

Responsibilities

• To work as part of the complaints team, and with the Trust’s divisions to receive patient complaints and ensure, in collaboration with relevant staff, that they are investigated in accordance with national guidelines and the Trust’s own complaints procedure.
• To oversee and support the divisions to produce high quality complaint investigation reports and draft responses.
• To co-ordinate the responses for complex complaints that span more than one division
• To support the effective implementation of the Trust’s Complaints Management policy and processes and ensure that compliance is monitored and reported, gaps in compliance identified and appropriate actions and mitigations are developed
• To facilitate local resolution meetings between clinicians, hospital staff, patients and their relatives.
• Ensuring complaints are responding to efficiently, appropriately, compassionately and collaboratively with a focus on learning and meeting the Trust’s standards for complaints responsiveness and quality

Skills

Complaints management

Caseload management

Healthcare investigations

Communication skills

DATIX system

Tools

DATIX system

Job description

University Hospitals Sussex NHS Foundation Trust is seeking a Band 6 Complaints Manager for a three-year fixed term contract. You will oversee patient complaint investigations, coordinate cross‑divisional responses, and drive compliant, thorough resolutions across Sussex.

The role focuses on timely investigations, adherence to national guidelines, and delivering compassionate, learning‑oriented responses with robust governance and reporting.