About the Role

In the role of Complaints and Customer Satisfaction Manager you will be highly organised, have a track record of high performance under pressure and demonstrate excellent leadership and communication skills. You will be expected to work collaboratively to embed complaints management and a continuous improvement culture across HBSUK. You will lead the management of complaints, claims, customer and patient feedback processes, ensuring the organisation delivers continuous service improvement, supports implementation of the Client Satisfaction Policy, and maintains effective quality management practices aligned to ISO 9001 principles. You will thrive in an environment of accountability, freedom of thought and rapid growth. Every day will be different and together we will strive for excellence – always supporting each other to go the extra mile, never forgetting our values.

Key Responsibilities

• Ensure the complaints process across the business runs smoothly from beginning to end, including identifying and dealing with delays, and reviewing and improving quality issues such as final responses.
• Resolve problems arising in complaints management, including complex issues and discussions with appropriate senior staff.
• Manage or oversee the most complex, sensitive or difficult complaints confidently and sensitively, escalating or seeking senior advice when appropriate.
• Facilitate particularly sensitive or difficult meetings between complainants and staff, ensuring thorough preparation.
• Write exceptional response letters using good English, correct grammar, appropriate wording and clear, logical flow; exercise sound judgement over wording and content.
• Establish and maintain excellent working relationships at all levels, including front-line staff, consultants and senior managers, supporting staff while resolving complaints-related issues such as delayed responses.
• Ensure complaints handling complies with relevant regulations and industry standards, remaining informed about regulatory changes and best practice.
• Prepare and present regular reports on complaints metrics and trends to senior management, providing insights and recommendations for continuous improvement.
• Analyse complaint data to identify trends and root causes; develop and implement strategies to reduce complaints and improve customer experience; collaborate across departments to address systemic issues and enhance service delivery.
• Ensure appropriate training and support is available for those managing complaints.
• Track complaint resolution against agreed timeframes and maintain required standards.
• Ensure processes are in place to quality-check all written responses before issue.
• Lead the company approach to customer and patient feedback, including complaints, claims, NHS Friends and Family Test feedback and satisfaction surveys, translating insight into measurable service improvements.
• Oversee the design, deployment and analysis of Patient-Reported Experience Measures (PREMs) alongside standard feedback channels to continuously evaluate and improve patient satisfaction and service quality.
• Ensure that learning from clinical incidents that affect the patient journey experience (excluding direct clinical care) informs improvement work.
• Support implementation and continuous improvement of the Client Satisfaction Policy and Quality Management System requirements, including relevant ISO 9001 principles, monitoring performance and reporting outcomes to governance forums.
• Identify trends, root causes and learning from complaints, claims, Friends and Family Test results and customer feedback, developing action plans with operational teams to improve customer experience and service quality.