Complaints Resolution Specialist

1 month ago


Norwich, Norfolk, United Kingdom NHS Full time
About the Role

We are seeking a highly skilled and experienced individual to join our team as a Complaints Manager. The successful candidate will be responsible for managing complaints and patient enquiries in a timely and appropriate manner, ensuring that patients receive a high-quality service.

The ideal candidate will have significant experience of managing complaints in a public sector environment, with a proven track record of co-ordinating projects in complex and challenging environments. They will also have excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders.

The role will involve developing and overseeing the implementation of patient strategies across the organisation, ensuring that senior managers develop and implement appropriate strategies for patient liaison. The successful candidate will also take a lead in the coordination of training, development and recruitment activity across the team.

As a Complaints Manager, you will be responsible for managing Band 5 and 6 Patient Experience staff, undertaking appraisals, recruitment and progressing any disciplinary or capability issues as necessary.

Key Responsibilities
  • Manage complaints and patient enquiries in a timely and appropriate manner
  • Develop and oversee the implementation of patient strategies across the organisation
  • Take a lead in the coordination of training, development and recruitment activity across the team
  • Manage Band 5 and 6 Patient Experience staff
Person SpecificationExperience
  • Significant experience of managing complaints in a public sector environment
  • Demonstrated experience of co-ordinating projects in complex and challenging environments


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