Job summary
The newly created role of Complaints & Governance
Manager plays a crucial part in ensuring GPS Healthcare maintains the highest
standards of patient experience, regulatory compliance, and organisational
accountability. The post holder will lead on the management of all complaints,
concerns, compliments, and feedback systems, while embedding governance
structures and supporting risk, compliance, and quality improvement activity.
Working closely with the Executive Management Team, clinical
leads and administrative staff, the role ensures patient feedback is handled
professionally and in line with statutory requirements, while supporting the
organisation to maintain safe, robust and auditable governance processes.
The post holder will use their expertise to oversee incident
reporting, risk registers, policy tracking, and organisational responses to
external regulators. This role is central to promoting a culture of learning,
transparency, safety and continuous improvement across GPS Healthcare.
Main duties of the job
- Lead the end-to-end management of all complaints, including complex and sensitive cases, ensuring timely, fair and high-quality responses.
- Investigate or oversee investigations into clinical and non-clinical complaints, identifying learning points and driving service improvement.
- Manage and embed governance systems, policies and compliance processes across the organisation, ensuring they are consistent, auditable and aligned with regulatory standards.
- Monitor organisational compliance with GDPR and information governance legislation, advising teams and senior leadership as required.
- Oversee incident reporting processes, risk registers and escalation pathways, ensuring learning is captured, shared and implemented.
About us
GPS Healthcare is a high-performing, single-practice Primary Care Network (PCN) operating across six sites in central and south Solihull. We provide care to over 40,000 patients and work collaboratively with partner PCNs, University Hospitals Birmingham (UHB), Solihull Council, Community Services, and the Integrated Care Board (ICB).
Our team is committed to providing outstanding patient care within a supportive, forward-thinking environment. Solihull offers excellent transport links, a semi-rural setting, proximity to Birmingham Airport and the NEC, and access to scenic Warwickshire countryside contributing to a high quality of life for both staff and residents.
We offer a comprehensive range of staff benefits including:
- Competitive salary aligned with experience and qualifications
- Flexible working options to support work life balance
- Membership of the NHS Pension Scheme
- Car Lease Scheme (subject to eligibility)
- A paid day off for your birthday
- Access to our Employee Assistance Programme (EAP)
- A friendly, supportive and professional working culture where development is encouraged
Join us at GPS Healthcare and be part of a team committed to improving patient experience, organisational safety and high-quality care.
If you are interested in applying to be a Complaints & Governance Manager with GPS Healthcare, please submit your CV and a supporting statement to humanresources.gps@nhs.net by 21 December 2025.
Job description
Job responsibilities
- Track and manage internal policy reviews and SOP updates, ensuring timely completion and ongoing adherence.
- Provide organisational advice on governance, data protection, and information handling responsibilities.
- Support internal audits, monitoring systems and quality indicators to improve performance and safety.
- Promote learning by sharing insights from complaints, audits and governance activity across the organisation.
- Suggest process improvements, policy amendments or staff training to reduce recurrence of complaints and improve patient experience.
- Produce high-quality governance and complaints reports for EMT and the Partnership, identifying key themes, trends and risks.
Job description
Job responsibilities
- Track and manage internal policy reviews and SOP updates, ensuring timely completion and ongoing adherence.
- Provide organisational advice on governance, data protection, and information handling responsibilities.
- Support internal audits, monitoring systems and quality indicators to improve performance and safety.
- Promote learning by sharing insights from complaints, audits and governance activity across the organisation.
- Suggest process improvements, policy amendments or staff training to reduce recurrence of complaints and improve patient experience.
- Produce high-quality governance and complaints reports for EMT and the Partnership, identifying key themes, trends and risks.
Person Specification
Qualifications
Essential
- GCSE English & Maths (A*-C or equivalent)
Desirable
- Management or governance-related qualification.
- Training or CPD in complaints handling, risk management, or quality improvement.
Experience
Essential
- Significant experience leading and managing a complaints process, including investigating complex or sensitive cases.
- Experience of embedding or maintaining governance, compliance, or risk management systems in an organisation.
- Demonstrable experience of working with highly sensitive and confidential information.
- Evidence of identifying service improvements based on complaints, audits, or governance reviews.
- Experience of producing detailed reports for senior management or boards.
Desirable
- Experience of working with external regulators (e.g. CQC, ICB, ICO, Ombudsman, or equivalent bodies in other regulated industries.
- NHS or healthcare background, ideally primary care.
- Experience of policy development, quality improvement, and/or audit processes.
Knowledge/Skills
Essential
- Excellent written English with the ability to draft complex reports and responses. Strong analytical skills with the ability to interpret data and identify risks, themes, and trends. Strong organisational and planning skills, with the ability to prioritise and work to tight deadlines.
- Knowledge of confidentiality principles and data protection requirements (GDPR or equivalent).
- Confident user of IT systems (e.g. MS Office, spreadsheets, databases) to produce reports.
Desirable
- Knowledge of healthcare governance frameworks, including CQC standards.
- Awareness of NHS complaints regulations and Ombudsman processes.
Person Specification
Qualifications
Essential
- GCSE English & Maths (A*-C or equivalent)
Desirable
- Management or governance-related qualification.
- Training or CPD in complaints handling, risk management, or quality improvement.
Experience
Essential
- Significant experience leading and managing a complaints process, including investigating complex or sensitive cases.
- Experience of embedding or maintaining governance, compliance, or risk management systems in an organisation.
- Demonstrable experience of working with highly sensitive and confidential information.
- Evidence of identifying service improvements based on complaints, audits, or governance reviews.
- Experience of producing detailed reports for senior management or boards.
Desirable
- Experience of working with external regulators (e.g. CQC, ICB, ICO, Ombudsman, or equivalent bodies in other regulated industries.
- NHS or healthcare background, ideally primary care.
- Experience of policy development, quality improvement, and/or audit processes.
Knowledge/Skills
Essential
- Excellent written English with the ability to draft complex reports and responses. Strong analytical skills with the ability to interpret data and identify risks, themes, and trends. Strong organisational and planning skills, with the ability to prioritise and work to tight deadlines.
- Knowledge of confidentiality principles and data protection requirements (GDPR or equivalent).
- Confident user of IT systems (e.g. MS Office, spreadsheets, databases) to produce reports.
Desirable
- Knowledge of healthcare governance frameworks, including CQC standards.
- Awareness of NHS complaints regulations and Ombudsman processes.
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.
