Band 6 Complaints Manager

Position Overview

The Patient Investigation and Learning Team are looking for a flexible, dedicated and resilient Band 6 Complaints Manager
. The successful applicant will be expected to contribute to departmental objectives in the process and management of complaints, ensuring compliance with external regulations and standards. The role requires pro‑active, adaptable, highly motivated individuals with exceptional administrative and communication skills, who are well‑organised, accurate, detail‑oriented and possess excellent interpersonal skills.

• Manage, investigate and follow up on patients’ and relatives’ complaints relating to services, care and treatment delivered by GHNHSFT.
• Co‑coordinate and prepare responses, ensuring the process is fair and equitable for all parties and complies with external regulations, standards and Trust policy and processes.
• Use active listening skills and empathy to obtain confidential information from complainants, ensuring complaints are fully investigated and responses are comprehensive, sensitive and balanced within agreed deadlines.
• Obtain information from relevant clinical, nursing and managerial staff and seek advice as required, while prioritising conflicting demands to achieve national performance targets for complaints management as set by the Department of Health in the NHS Complaints Procedure.
• Work flexibly as part of the wider Patient Investigation and Learning Team, undertaking duties and activities relevant to the level of post to improve the experience of patients and staff.

• Flexible, dedicated and resilient Band 6 level.
• Exceptional administrative and communication skills.
• Excellent interpersonal skills and strong active listening with empathy.
• Strong organisational ability, methodical working style, accuracy and attention to detail.
• Ability to work methodically, accurately and pay attention to detail under competing demands.
• Experience in managing complaints processes and meeting national performance targets.

We are committed to fostering an inclusive environment where everyone feels they belong. Join our Trust to benefit from a comprehensive package that includes flexible working opportunities, generous annual leave, the NHS pension scheme, competitive bank rates, local discounts, access to on‑site nurseries, reduced public transport costs, reward and recognition schemes and a wide range of health and wellbeing initiatives.

You will only be contacted by the Recruitment Team via email if you are shortlisted for this post. Please ensure therefore that you check your e‑mail account regularly. If you require sponsorship for a visa to work in the UK, please check that you are eligible under the UKVI points‑based system.

We reserve the right to expire vacancies prior to the advertised closing date once a sufficient number of applications have been received.

The Complaints Department sits within the Patient Investigation and Learning Team (PILT) of Gloucestershire Hospitals NHS Foundation Trust. The PILT investigate, resolve and provide recommendations for learning in respect of complaints, claims and patient safety investigations.