Complaints Manager

Job summary

Are you an experienced and compassionate leader with a passion for patient advocacy and service improvement? We are seeking a dynamic Complaints Manager to join our wider Patient Experience and Insight team to lead and manage the Complaints Team, ensuring effective service delivery across the organisation. The post holder will be supported as a senior leader in the Patient Experience, Advice and Support Services (PE-ASS) and their expertise will ensure the voice of our service users is at the heart of positive change and service transformation within the Trust.

The post holder will work collaboratively with the Divisions to ensure compliance with the national requirements and standards for complaints set by the Care Quality Commission, NHSLA and other regulators. Therefore, acting as an expert resource, the post holder will provide senior leadership for the Complaints team in the co-ordination and delivery of all aspects of complaints management and patient feedback across the Trust.

Main duties of the job

Lead the Complaints Team, providing management, mentorship, and support to staff.

Oversee the Trust's Complaints Service, including the management of Parliamentary and Health Service Ombudsman (PHSO) cases.

Champion the development and implementation of the Trust's Complaints and Concerns Policy and Procedure.

Promote organisational responsiveness to complaints and provide training to senior staff on investigation and resolution.

Coordinate timely responses to regulatory bodies and ensure effective escalation of key risks and safeguarding issues.

Act as a key resource on patient feedback, supporting service improvement initiatives and policy development.

Produce and present reports, facilitate performance management, and drive data-led improvements.

Chair the Complaints Review Group and coordinate quality reviews in line with national best practice.

Closing date of applications: 18 August 2026

I Interview date: 01 September 2026

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About us

As a trusted organisation at the heart of our communities, we recognise the important role we can play in supporting the public, patients, our own people and local partners in achieving the best of health for the local population and the communities in which they live by providing Exceptional Care Together

Our fundamental Values of Compassion, Openness and Excellence underpin how we intend to work as a Trust and the associated behaviours are becoming embedded in all aspects of how we work.

In return we will offer:

• Development opportunities, both professional and leadership development
• On-going support from recruitment to when you join our team and beyond.
• Staff benefits including employee assistance programme, discounted gym membership, onsite fitness classes, car schemes

Key Facts:

• We see on average 4810 OP appointments a day.
• We are the 4th busiest Trauma & Orthopaedic outpatients department in England - an average of 2077 per week.
• An average of 1115 patients are seen in A&Es across our network every day - 3rd largest in the country.
• Our hospitals admit an average of 195 emergency patients daily.
• Last year we undertook almost 33,700 planned surgical operations in our 57 operating theatres.
• We are one of only 7 Trusts nationally with more than 50 operating theatres.
• We carry out more than 140 elective procedures each working day.
• UHDB is a research active University Hospital with a large and varied portfolio of clinical trials and research opportunities for all staff.