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Complaints Manager

2 months ago

Widnes, Halton, United Kingdom Community Integrated Care Full time
About the Role

Community Integrated Care is seeking an experienced Complaints Manager to join our Quality Team. As a key member of our team, you will play a vital role in ensuring the charity responds positively to complaints, grievances, and speak outs.

Key Responsibilities
  • Investigate and resolve complaints, grievances, and speak outs in a fair and timely manner.
  • Facilitate effective communication to resolve conflicts and concerns, often in emotional and distressing circumstances.
  • Ensure concerns and unacceptable standards of care are resolved appropriately, and corrective action is taken via the complaints and ER processes.
  • Identify training needs and be a subject matter expert under the capability framework in those processes associated with complaints, speak outs, and grievances.
  • Contribute to analysis and present detailed information on trends and themes from complaints, speak outs, and grievances.
  • Draw out and disseminate organisational learning from all customer feedback systems to promote a culture of continuous quality improvement.
Requirements
  • Educated to degree level or suitable equivalent work experience.
  • Current knowledge of the care sector, the needs of the people we support, and CQC and CI Regulations.
  • Extensive experience investigating complaints and grievances.
  • Experience reporting to senior stakeholders.
  • Experience of developing a reporting suite.
  • Strategy Development and Implementation.
  • Human Rights and Equality Legislation Knowledge.
  • Personalisation and Inclusion Knowledge.