Governance Manager

As the Governance Manager you’ll lead and develop The Owl’s integrated governance framework. You’ll oversee complaints, client safety, incidents, organisational and clinical risk, regulatory compliance and CQC readiness. Working with operational, clinical and senior colleagues, you’ll turn learning from incidents, complaints, safeguarding concerns, audits, feedback and quality assurance into meaningful improvements. You’lldevelop service safety, effectiveness and experience through clear oversight, accountability, reporting and a culture of continuous learning.

You’ll also provide governance assurance and ensure The Owl demonstrates compliance with statutory, contractual and regulatory requirements.

_ Please Note: This role is a permanent full-time hybrid position, a blend of home work and office presence - we ask for 2 days a week in our Pontypool Office and 3 days from home._

_ Salary: Up to £50,000_

• Help develop and embed The Owl’s governance framework by keeping systems, records and documents accurate, up to date and auditable, supporting clear oversight, accountability and ongoing improvement.
• Create accessible reports, dashboards and assurance papers by reviewing performance, risks and themes, helping committees, senior leaders and the Board make informed decisions.
• Coordinate governance forums, including the Quality, Safety and Effectiveness and Risk Management Committees, by preparing information, tracking decisions and following up or escalating overdue actions so agreed improvements move forward.
• Lead the operational management of complaints by monitoring timescales and standards and supporting managers to investigate complex concerns, ensuring responses are timely, fair and thorough.
• Analyse complaints, feedback and client experience data to identify themes, share learning and oversee improvement actions that strengthen service quality and experience.
• Oversee incident and near-miss reporting, management and learning by monitoring emerging risks and supporting proportionate investigations and responses under the Patient Safety Incident Response Framework, helping teams address root causes, share learning and prevent recurrence.
• Help teams understand and follow Duty of Candour requirements through clear advice and oversight, supporting open, timely and appropriate communication with clients and families.
• Deliver the Risk Management Strategy and Risk Appetite Framework by maintaining organisation-wide risk registers, helping owners identify, assess and manage risks with clear mitigations, review dates and escalation routes, and monitoring actions through dashboards and thematic analysis to inform decisions.
• Lead quality improvement with change and clinical teams, using complaints, incidents, audits, feedback, safeguarding and inspection findings to prioritise actions, track progress and sustain safer, more effective services and better client experiences.
• Coordinate inspection readiness through evidence, self-assessments and Fundamental Standards audits, working with operational leaders to address regulatory gaps and confirm lasting improvements.
• Build confidence and consistent practice through governance advice and training on risk, incidents, complaints, improvement, learning and compliance.
• Support direct reports through clear priorities, regular one-to-ones, objectives, feedback and development so they understand their contribution and feel confident and accountable.
• Build an inclusive, collaborative team that shares concerns, ideas and learning, while managing workloads, performance, wellbeing and resources to meet priorities and deadlines, escalating issues when needed.

• A relevant degree, professional qualification or equivalent…