Job summary
We are always looking for great talent to join our team and help achieve our ambitious goals and growth. We care about our people, and we care about the future of community health and how CHEC can play an innovative part in making this great, with your help.
If you're dynamic, focused have the vision to support our growth and the courage to tell us how we can be even better - come and join us
Main duties of the job
The role holder will be responsible for working collaboratively with families and stakeholders across the organisation to support the continuous quality improvement agenda. They will oversee the effective and comprehensive management of complaints in line with NHS Complaints Regulations, regulatory standards, and internal governance frameworks.
The role ensures that all complaints are managed with empathy, professionalism, and transparency from receipt through to resolution, while promoting a culture of learning from feedback to enhance the quality of care and overall experience.
About us
Since 2012, CHEC has been working with the NHS to increase patient choice and provide better access to exceptional, timely, locally-based ophthalmology and gastroenterology care free at the point of care.
CHEC has a nationwide portfolio of community hospitals and clinics operating in a unique hub-and-spoke model. We are proud to have a role alongside colleagues in the NHS, offering patients the choice of access to essential procedures and help achieve the best possible clinical outcomes. We continue to expand our community-based offering of vital healthcare to patients across England, including ENT (Ear, Nose and Throat) and Dermatology services.
CHEC is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees to share this commitment, this includes being aware of and adhering to all CHEC Safeguarding policies. Recruitment checks are undertaken in accordance with the NHS Employment Check Standards and successful applicants may be required to undertake an Enhanced Disclosure via the Disclosure and Barring Service (DBS).
Job description
Job responsibilities
Receive, triage, and log complaints accurately within required timeframes.
Coordinate fair and timely investigations with clinical and operational
teams.
Ensure all complaints comply with NHS Regulations and internal policies.
Draft clear, empathetic, and comprehensive responses.
Escalate serious or high-risk cases to senior management.
Maintain up-to-date knowledge of legislation and best practice.
Support audits and reviews by providing assurance and evidence.
Analyse complaints data to identify themes and trends.
Produce regular reports on complaint trends, response times, and outcomes.
Act as a key point of contact for complainants, ensuring they are kept informed and supported throughout
the process.
Job description
Job responsibilities
Receive, triage, and log complaints accurately within required timeframes.
Coordinate fair and timely investigations with clinical and operational
teams.
Ensure all complaints comply with NHS Regulations and internal policies.
Draft clear, empathetic, and comprehensive responses.
Escalate serious or high-risk cases to senior management.
Maintain up-to-date knowledge of legislation and best practice.
Support audits and reviews by providing assurance and evidence.
Analyse complaints data to identify themes and trends.
Produce regular reports on complaint trends, response times, and outcomes.
Act as a key point of contact for complainants, ensuring they are kept informed and supported throughout
the process.
Person Specification
Experience
Essential
- Proven experience in managing complaints processes within a regulated environment (e.g. healthcare, public sector, financial services).
- Experience in leading investigations, drafting formal responses, and liaising with internal and external stakeholders.
- Experience in using complaints data to inform service improvement and reporting.
- Excellent written and verbal communication skills, with the ability to draft clear, empathetic, and legally sound responses.
- Strong analytical and problem-solving skills; able to interpret complex information and identify root causes.
- High level of emotional intelligence and resilience when dealing with sensitive or distressing issues.
- Collaborative and team-oriented, with a proactive approach to problem-solving.
- Commitment to fairness, transparency, and continuous improvement.
Person Specification
Experience
Essential
- Proven experience in managing complaints processes within a regulated environment (e.g. healthcare, public sector, financial services).
- Experience in leading investigations, drafting formal responses, and liaising with internal and external stakeholders.
- Experience in using complaints data to inform service improvement and reporting.
- Excellent written and verbal communication skills, with the ability to draft clear, empathetic, and legally sound responses.
- Strong analytical and problem-solving skills; able to interpret complex information and identify root causes.
- High level of emotional intelligence and resilience when dealing with sensitive or distressing issues.
- Collaborative and team-oriented, with a proactive approach to problem-solving.
- Commitment to fairness, transparency, and continuous improvement.
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.
