Complaints Manager

1 month ago


Croydon, Greater London, United Kingdom SPAMEDICA LTD Full time
Join Our Team as a Complaints Manager at SpaMedica LTD

At SpaMedica LTD, we're committed to delivering exceptional patient care, safety, and satisfaction. As the UK's largest provider of NHS cataract surgery, we're experts in our field, and our five-star feedback from patients is a testament to our dedication.

Our Vision and Values

Our core values of safety, integrity, kindness, and transparency are woven into the fabric of our daily operations, ensuring we provide the best possible service to our patients. Our hospitals, inspected by the CQC, have been rated as 'Good' or 'Outstanding.'

What We Offer
  • Competitive salary from £49,976 to £52,546 per annum (dependent on experience)
  • Annual pay reviews and increases
  • Bonus 1 - January - potential to earn up to 5% individual performance-related bonus
  • Bonus 2 - June - potential to earn up to 5% hospital/company-related bonus
  • 33 days holiday (inclusive of bank holidays)
  • Recommend a Friend Scheme (£350 reward for both you and your friend)
  • Benefits discounts at a large selection of retailers/hospitality
  • Continuous Training and Development
Your Role

As our Complaints Manager, you'll be responsible for:

  • To be the CQC Registered Manager for the hospital
  • To be part of a dynamic and growing team that is empowered to make decisions that mirror those values of SpaMedica in delivering the highest quality of eye healthcare
  • Some travel across the Area as part of the Area Management Team and continue to share best practice
  • The quality of care delivered at the site against recognised standards
  • Rota and develop a multi-disciplinary team to meet the levels of service and activity for the hospital
  • Lead on incidents, safeguarding alerts and referrals and complaints
  • Staff management and performance
  • Manage the performance of consultant surgeons that work from your site to ensure SpaMedica continues to deliver the highest calibre of clinical services and customer service
  • Maintain relationships on a regular basis with the local CQC team
  • Ensure that regulations used by CQC are maintained, monitored and notifications submitted as required
  • Ability to analyse data and act upon it, using bespoke systems and MS Office products to an intermediate level
  • Resilience to manage difficult conversations and complaints

We're looking for a skilled and dedicated individual to join our team as a Complaints Manager. If you're passionate about delivering exceptional patient care and have the skills and experience to match, we'd love to hear from you.


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