Lead Complaints Manager

NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society.

NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society.

NHS Ayrshire and Arran are one of 14 territorial NHS Boards within NHS Scotland. In support of our core purpose of Working together to achieve the healthiest life possible for everyone in Ayrshire and Arran, we are committed to a culture that is Caring, Safe, and Respectful
. You will be required to work collaboratively in a safe, caring and respectful way.

To find out more about NHS Ayrshire and Arran please visit our website -

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An exciting opportunity has arisen for a Lead Complaints Manager within the Clinical and Care Governance Unit at NHS Ayrshire and Arran. This is offered on a permanent basis.

We are seeking an enthusiastic, self‑motivated individual with extensive complaints management expertise to lead and manage the day‑to‑day operational activity of our complaints service. You will ensure that all complaints are handled professionally, consistently, and within the timescales set out in the NHS Scotland Complaints Handling Procedure (CHP).

If you are passionate about improving patient experience, driving high‑quality communication, and supporting teams to deliver safe, effective, person‑centred care, we would welcome your application.

36.00 hours per week (Monday - Friday, Business hours to be arranged).

Job share / Part Time Hours will be considered for this post.

From 1 April 2026, the working week for NHS Agenda for Change staff in Scotland will be reduced. Full‑time hours will reduce from 37 to 36 hours (pro rata for part‑time staff) without loss of earnings.

A UK driving licence is essential for this role.

• Provide leadership and oversight of the complaints service, ensuring high‑quality, person‑centred responses.
• Deliver performance management, monitoring, and analysis to support continuous service improvement.
• Ensure the service operates within budget and meets national and local performance targets.
• Manage Board‑wide support for patient feedback, including inpatient surveys and feedback received through platforms such as Care Opinion.
• Demonstrate effective use of resources within the team.
• Work closely with senior management teams, senior clinical leaders, and multidisciplinary teams across wards and departments to optimise complaint management and learning.

• Strong communication and engagement skills, with the ability to work confidently with teams at all levels.
• The ability to work independently, using initiative to manage a varied and demanding workload.
• Extensive knowledge and experience of complaints management within a complex organisation.
• Strong IT skills, including proficiency in Microsoft Office applications.

To work in the United Kingdom, there is a legal requirement for an individual to demonstrate that they have the relevant permission to work in the country. This permission is, without exception, granted by the UK Visa and Immigration Service. Further information on what NHS Scotland Boards are required to…