SSD Clinical Governance, Quality, Safety & Service Improvement Manager

University College London Hospitals NHS Foundation Trust; City Of London; On-site; GBP 56,000 - 64,000; Full time

Job summary

A leading NHS Trust in the UK seeks a Clinical Governance, Quality, Safety & Service Improvement Manager. In this role, you will manage clinical governance processes, handle complaints, and lead improvement initiatives. Ideal candidates will have substantial clinical governance experience and leadership skills. The position offers a salary ranging from £56,276 to £63,176 per annum, inclusive of HCAS, and is based in London.

Qualifications

• Extensive experience working in the NHS in relevant fields.
• Experience in complaint and incident investigation.
• Ability to prepare and deliver presentations to all levels.

Responsibilities

• Liaising with complainants.
• Management of claims and inquests.
• Support clinical governance processes.

Skills

Excellent communication skills

Leadership experience

Organizational skills

Problem-solving skills

Project management skills

Education

Masters level education

Management qualification

Degree level education

Tools

Microsoft Project

Microsoft Visio

PowerPoint

Databases

Job description

University College London Hospitals NHS Foundation Trust

SSD Clinical Governance, Quality, Safety & Service Improvement Manager

The closing date is 19 November 2025

The division of Surgical Specialities manages the Trauma & Orthopaedic, Head and Neck, Urology and Thoracic surgical departments. The division is seeking an enthusiastic, forward thinking Clinical Governance, quality, safety and improvement manager with a particular focus on complaint management. This position will be a key role in supporting the clinical governance processes within the division, focusing on responding to complaints, liaising with complainants and developing and supporting the improvement process to embed learning from complaints and other governance improvements. The post holder will also manage inquests and claims, incidents and risk management. The post will work closely with the divisional management and clinical team and will line manage the quality and safety facilitator.

We are looking for a self-motivated, organised, enthusiastic individual with excellent communication skills and a drive and energy to improve patient experience. This position would ideally suit a candidate with clinical experience or experience in the management of clinical governance and complaints processes, as well as experience of working within a multidisciplinary team.

Main duties of the job

• Liaising with complainants
• Responding to complaints
• Early complaint resolution
• Management of claims and inquests
• Management of risk and incidents
• Lead and support strategies to implement learning from complaints and incidents
• Supporting clinical governance processes
• Line manage the Quality and Safety Facilitator

About us

University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services to people from the local area, from throughout the United Kingdom and overseas. Our vision is to deliver top-quality patient care, excellent education, and world-class research.

We provide first-class acute and specialist services across eight sites:

• University College Hospital (incorporating the Elizabeth Garrett Anderson Wing)
• National Hospital for Neurology and Neurosurgery
• Royal National ENT and Eastman Dental Hospitals
• University College Hospital Grafton Way Building
• Royal London Hospital for Integrated Medicine
• University College Hospital Macmillan Cancer Centre
• The Hospital for Tropical Diseases
• University College Hospital at Westmoreland Street

We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women's health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has world class support services including critical care, imaging, nuclear medicine and pathology.

We are committed to sustainability and have pledged to become a carbon net zero health service, embedding sustainable practice throughout UCLH. We have set an ambitious target of net zero for our direct emissions by 2031 and indirect emissions by 2040.

Job responsibilities

For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.

Come and be a part of the best NHS trust in England to work for, according to our staff*

* UCLH top trust to work at in England - In the most recent NHS staff survey UCLH had the highest percentage of staff who said they would recommend us as a place to work, out of all general acute or acute/community NHS trusts in England for the third year in a row.

UCLH recognises the benefits of flexible working for staff. To find out more, visit: Flexible working.

To discover more about what makes UCLH a great place to work, visit: Why Choose UCLH?

Person Specification

Knowledge and Qualifications

• Educated to Masters level or equivalent evidence of successful study at a higher level within a specialist environment of clinical effectiveness/project management
• Management qualification or equivalent experience of leading and developing individuals and teams, or equivalent experience.
• Educated to degree level or equivalent.

Experience & Skills

• Extensive experience working in the NHS, in relevant fields e.g. clinical practice, clinical governance, audit, guidelines, project management, policy strategy and development
• Demonstrable experience in complaint and incident investigation and management
• Demonstrable leadership experience with evidence of affecting change, process redesign and establishing monitoring/evaluation mechanisms within an NHS setting
• Experience in supporting complex projects.
• Experience of working in a large and complex health environment at corporate level.
• Project management skills - ability to plan, manage and monitor according to the project framework and within the agreed budget
• Strong organisational and problem-solving skills with the ability to deliver objectives within an agreed timeframe
• Creativity and ability to design communication materials to display complex content/data in a professional, innovative and clearly/easily understood way via slide-decks or other
• Ability to prepare and deliver presentations to all levels of an organisation.
• Advanced written skills with experience of different writing styles including reports, action plans, summaries and policies.
• In depth awareness of Government policies and strategies in relation to clinical effectiveness.
• Ability of making decisions where there is no policy in place, conflict, or a significant degree of uncertainty.
• Specialist knowledge of clinical governance policy framework and patient safety incident response framework
• IT Skills: word processing, databases, spreadsheets, Power point, web browsing software.
• Understanding of quality improvement techniques.
• Specialist knowledge and experience of the complaints framework and policy
• Detailed knowledge and understanding of the Care Quality Commission regulations and legislation.
• Knowledge of Microsoft Project and Visio
• Experience of gathering, collating and documenting large bodies of evidence.

Values

• Demonstrate ability to meet Trust Values of safety, kindness, teamwork and improving
• Understanding of confidentiality.
• Creative, lateral thinker and has an ability to generate solutions.
• A flexible approach to work with the ability to react accordingly to changing demands and work priorities.
• High level understanding of Equality & Diversity.

Communication

• Excellent communication skills with patients, carers and relatives involved in complaints and incidents
• Excellent strategic communication skills in large complex organisations.
• Ability to deal confidently with staff at all levels of an organisation including senior management in the Board.
• Ability to negotiate and influence front line and management staff at all levels; particularly where proposed approaches to incident management may differ.
• Able to function within a team as team leader or team member.
• A collaborative and facilitative working style. Articulate, influential and persuasive. Able to encourage and enthuse others.
• Ability to advise on appropriate methods of problem solving.
• Ability to work across boundaries and break down barriers.
• A well-developed ability to exercise judgement.
• Advanced written skills with experience of different writing styles including reports, action plans, summaries and policies.
• Demonstrable knowledge and experience of critical appraisal skills.
• Experience of Trust policy development and implementation

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

University College London Hospitals NHS Foundation Trust

£56,276 to £63,176 a yearPer annum inclusive of HCAS