Interim Complaints Manager

Job description

Job responsibilities

About Us

Introduction

Harrow Health Community Interest Company (CIC) was established in 2007 by a group of Harrow GPs with a shared vision to deliver high-quality clinical care within the community. Since its inception, Harrow Health has grown significantly and now provides a wide range of clinical services.

Our mission is to deliver exceptional patient care by enhancing the patient experience, ensuring clinical excellence, and maintaining a safe and supportive environment. We are committed to working collaboratively with partners across the healthcare system to provide gold-standard services and build a sustainable future for our local health community.

As part of our expanding service portfolio, we deliver specialist Adult ADHD assessment and treatment under the NHS Right to Choose pathway. We are committed to providing patient-centred, neurodiversity-affirming care that meets the needs of adults seeking timely ADHD diagnosis and treatment.

Job Summary

We are seeking an experienced, compassionate, and organised Complaints Manager to join our team supporting the Adult ADHD Right to Choose service. The postholder will be responsible for the effective management, coordination, and resolution of patient complaints in accordance with NHS Complaints Regulations (2009), CQC standards, GDPR, and Harrow Health policies.

You will ensure that all concerns are handled promptly, fairly, and transparently, with a strong emphasis on patient experience, neurodiversity awareness, and continuous service improvement.

Key Responsibilities

Line Management and Team Leadership

Line-manage up to four Complaint Handlers and administrative support staff, providing guidance, coaching, and performance management.

Ensure the team is adequately resourced, trained, and supported to deliver a high-quality complaints service. Allocate workloads effectively and maintain oversight of daily operations to ensure timely and accurate complaint handling.

Support the final sign off process for all complaints at a senior level.

Performance and KPI Management

Set, monitor, and review all key performance indicators (KPIs) related to complaints handling and administrative support.

Analyse performance data to identify trends, risks, and areas for improvement.

Ensure compliance with internal policies, regulatory requirements, and service-level agreements (SLAs)

Complaints Handling

Function as the central point of contact for all informal and formal complaints regarding the Adult ADHD RTC service.

Receive, acknowledge, log, and triage complaints within NHS-mandated timeframes.

Coordinate investigations into clinical, administrative, and communication-related issues.

Collect statements, clinical notes, and factual accounts in a fair and objective manner.

Draft clear, compassionate, high-quality written responses and action plans.

Ensure compliance with NHS Complaints Regulations, local policies, and data protection requirements.

Manage more complex complaints escalated from ICBs, PHSO and to NHS Resolutions.

Communication & Patient Support

Provide person-centred, trauma-informed communication to individuals raising concerns.

Explain the complaints process clearly, including timelines and escalation to the Parliamentary and Health Service Ombudsman.

Support meetings between complainants and clinical teams when appropriate.

Adapt communication methods to meet the needs of neurodivergent patients.

Governance & Quality

Maintain accurate, auditable complaint records using approved systems.

Support contract monitoring, CQC inspections, and external audits.

Produce high-quality complaint reports, trend analysis, and learning summaries.

Ensure lessons learned are captured, monitored, and embedded into practice.

Service Improvement

Identify recurring trends and areas for improvement.

Collaborate with senior leaders and clinical teams to implement improvement plans and track progress.

Contribute to staff training on communication, documentation, and complaints handling.

Stakeholder Engagement

Liaise with GPs, ICB/commissioners, NHS England, and internal governance teams.

Participate in governance meetings, quality reviews, and multidisciplinary forums.

Person Specification

Criteria

Essential (E)

Desirable (D)

Qualifications

Relevant degree or equivalent experience (E)

Training in mediation, conflict resolution, or complaints handling (D)

Evidence of CPD (E)

Qualification in healthcare governance or quality improvement (D)

Experience

Experience managing complaints in NHS or regulated sector (E)

Experience in mental health or neurodevelopmental services (D)

Experience analysing complex information to produce reports (E)

Experience with NHS commissioners or CQC inspections (D)

Experience handling sensitive, confidential information (E)

Knowledge

NHS Complaints Regulations 2009 (E)

Understanding of ADHD and neurodiversity (D)

Safeguarding and GDPR (E)

Skills

Excellent written communication and report-writing (E)

Training or facilitation skills (D)

Ability to de-escalate conflict and support distressed complainants (E)

Strong organisational and case management abilities (E)

Ability to analyse data, identify themes, and propose improvements (E)

Personal Attributes

Compassionate and patient-focused (E)

Calm, objective, and resilient under pressure (E)

Commitment to equality, diversity, and neurodiversity inclusion (E)

The postholder is expected to demonstrate the values of the NHS and Harrow Health CIC, including:

Compassion

Respect and dignity

Working together for patients

Commitment to quality of care

Improving lives

Everyone counts

Person Specification

Qualifications

Essential

• Relevant degree or equivalent experience (E)
• Evidence of CPD (E)

Desirable

• Training in mediation, conflict resolution, or complaints handling (D)
• Qualification in healthcare governance or quality improvement (D)

Knowledge

Essential

• NHS Complaints Regulations 2009 (E)
• Safeguarding and GDPR (E)

Desirable

• Understanding of ADHD and neurodiversity (D)

Skills

Essential

• Excellent written communication and report-writing (E)
• Ability to de-escalate conflict and support distressed complainants (E)
• Strong organisational and case management abilities (E)
• Ability to analyse data, identify themes, and propose improvements (E)

Desirable

• Training or facilitation skills (D)

Personal Attributes

Essential

• Compassionate and patient-focused (E)
• Calm, objective, and resilient under pressure (E)
• Commitment to equality, diversity, and neurodiversity inclusion (E)

Experience

Essential

• Experience managing complaints in NHS or regulated sector (E)
• Experience analysing complex information to produce reports (E)
• Experience handling sensitive, confidential information (E)

Desirable

• Experience in mental health or neurodevelopmental services (D)
• Experience with NHS commissioners or CQC inspections (D)

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.

Employer details

Employer name

Harrow Health CIC

Address

Second Floor Bank House

7 St Johns Road

Harrow

Middlesex

HA1 2EY

Employer's website

https://www.harrowhealth.org.uk (Opens in a new tab)