Complaints Manager

As Complaints Manager, you will play a crucial role in managing the complaints team and work collaboratively with clinical, operational and business teams to ensure timely resolutions to formal complaints. The role has responsibility for day-to-day management of complaints and ensuring systems and processes are robust and effective. You will be responsible for reporting and theme/ trend data, facilitating difficult complaint meetings and ensuring compliance with national legislation. Central to the success of the role is building close and trusted relationships across teams to facilitate the ownership of actions and responses and resolve issues quickly, with care and professionalism.

The successful candidate will lead on streamlining cross functional processes as the company scales rapidly. Working closely with the Head of Clinical Quality and Governance, the role is instrumental to ensuring the service is continually learning from feedback and incidents and improving the experience of the people who use our services. We are proud of our human centric approach to managing issues that arise, and the successful candidate will take forward and further develop this area to ensure scalable, efficient and effective management.

You will

• Promote a culture of prompt resolution for complaints and concerns
• Support the team to manage complaints proactively and effectively, taking on own caseload of complex complaint investigations.
• Provide practical support to the team in stressful situations and debriefing as needed
• Provide training, coaching and staff development to promote effective complaints management
• Line management of quality support officers
• Ensure a culture of learning and improvement across complaint handling
• Develop and review policies and procedures for raising concerns and complaints
• Ensure accurate data is collated in Radar and building out team dashboards to support local team oversight and learning
• Take ownership of complaint and incident data, monitoring quality and trends and compiling company reports and analysis to inform service improvements and escalate trends and concerns in a timely fashion to senior leadership

What we are looking for

Must haves

• Excellent report writing skills together with interpretation of highly complex information
• Knowledge and experience of learning and assurance mechanisms and reporting
• Significant experience within concerns/complaints services
• Excellent computer skills, and an ability to write clear and concise reports which focus on the client’s strengths and challenges.
• A clear, professional, warm, and informative communication style.
• Critical thinking and problem-solving skills.
• Self-motivated and comfortable with remote working, blending independent workload and time management with working with colleagues based in different locations.
• Ability to work autonomously and on own initiative
• Able to build effective contacts and networks
• Ability to complete work within timescales/deadlines
• Proven ability to obtain and consistently achieve results and targets
• Proven ability to lead improvement activity through staff participation

What we offer you

• Excellent salary
• A reward package that recognises contribution, performance and impact
• Company Pension Scheme
• 30 days annual leave + public holidays + the option to buy and sell additional leave, & extended leave options such as sabbatical leave
• Private health insurance
• Blue Light card / discounts
• Enhanced family friendly policies
• Flexible working
• All company events and in-person team meet ups
• Access to a range of wellbeing activities
• Access to development / training opportunities to support your career ambition
• One volunteering day per year

Our Recruitment Process and Next Steps

At ProblemShared, we see beyond just your CV. We're genuinely excited about who you are, your potential, and the unique qualities you bring to our team. We also recognise that life outside of work is important, which is why we prioritise being a flexible employer.

We're proud to be an equal opportunity and Disability Confident Committed employer and celebrate diversity and are ambitious in creating a recruitment process that allows everyone to shine and showcase their unique qualities. We offer tailored opportunities and adjustments to help each individual reach their full potential.