Job summary
Internal Applicants Only
The Patient Investigation and Learning Team are looking for a flexible, dedicated and resilient Band 6 Complaints Manager. The successful applicant will be expected to contribute to Departmental objectives in the process and management of complaints, ensuring compliance with external regulations and standards.
The proposed interview date is 3rd November 2025.
Main duties of the job
The successful applicant will be pro-active, adaptable, highly motivated with exceptional administrative and communication skills. They will be well organised and able to work methodically, accurately and pay attention to detail. We are looking for a team member who possesses excellent interpersonal skills.
To manage and investigate and follow up patients' and relatives' complaints relating to services, care and treatment delivered by GHNHSFT. To manage co-ordinating and preparing responses, ensuring the process is fair and equitable for all parties and complies with external regulations, standards and Trust policy and process.
About us
With a team of over 9,000 employees, we are proud to be the largest employer in Gloucestershire and rank among the top 10 largest Trusts in the South West region. By joining our Trust, you will benefit from an excellent package that includes exclusive benefits, flexible working opportunities and the chance to gain valuable experience in one of our innovative hospitals. As well as generous annual leave allowance, access to the excellent NHS pension scheme, competitive bank rates, discounts at local shops and restaurants, access to two on-site nurseries, discounted public transport, reward and recognition and a range of health and wellbeing initiatives to support you.
The Complaints Department sits within the Patient Investigation and Learning Team (PILT) of Gloucestershire Hospitals NHS Foundation Trust. The PILT investigate, resolve and provide recommendations for learning in respect of complaints, claims and patient safety investigations. We are a friendly team who are passionate about their roles, patient experience and patient safety.
Job description
Job responsibilities
The successful applicant will need to use active listening skills and empathy to obtain confidential information from complainants. Ensuring complaints are fully investigated and responses are comprehensive, sensitive and balanced within the agreed deadline by obtaining information from relevant clinical, nursing and managerial staff who have other competing priorities, seeking advice as required.
The successful applicant will have their own caseload and will need to be able to prioritise conflicting demands to support with achieving national performance targets for complaints management as set by the Department of Health in the NHS Complaints Procedure.
To work flexibly as part of the wider Patient Investigation and Learning Team, undertaking duties and activities relevant to level of post to improve the experience of patients and staff.
Job description
Job responsibilities
The successful applicant will need to use active listening skills and empathy to obtain confidential information from complainants. Ensuring complaints are fully investigated and responses are comprehensive, sensitive and balanced within the agreed deadline by obtaining information from relevant clinical, nursing and managerial staff who have other competing priorities, seeking advice as required.
The successful applicant will have their own caseload and will need to be able to prioritise conflicting demands to support with achieving national performance targets for complaints management as set by the Department of Health in the NHS Complaints Procedure.
To work flexibly as part of the wider Patient Investigation and Learning Team, undertaking duties and activities relevant to level of post to improve the experience of patients and staff.
Person Specification
Qualifications
Essential
- Degree level or an equivalent level of experience and knowledge
Desirable
- Experience of ongoing development and further training
Experience
Essential
- Extensive use of Microsoft Office
- Experience of liaison and partnership working with service users, carers, members of the public and a wide range of stakeholders
Desirable
- Experience of working in a clinical environment
- Experience in a complaint process role
- Experience of liaison effectively with both clinical and non-clinical staff
Knowledge and Skills
Essential
- Self-motivated and able to work unsupervised
- Excellent written and verbal communication skills
- Able to work prioritise and to work to tight deadlines
- Able to analyse complex information
Desirable
- Knowledge of NHS Complaints procedure
Person Specification
Qualifications
Essential
- Degree level or an equivalent level of experience and knowledge
Desirable
- Experience of ongoing development and further training
Experience
Essential
- Extensive use of Microsoft Office
- Experience of liaison and partnership working with service users, carers, members of the public and a wide range of stakeholders
Desirable
- Experience of working in a clinical environment
- Experience in a complaint process role
- Experience of liaison effectively with both clinical and non-clinical staff
Knowledge and Skills
Essential
- Self-motivated and able to work unsupervised
- Excellent written and verbal communication skills
- Able to work prioritise and to work to tight deadlines
- Able to analyse complex information
Desirable
- Knowledge of NHS Complaints procedure
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.
