Complaints Manager (Certificate Of Sponsorship Available) at Hull University Teaching Hospitals NHS Trust

Location: Hull, United Kingdom
Salary: £46,148 to £52,809 per annum
Contract: Permanent
Working Pattern: Full-time
Certificate of Sponsorship: Available
Closing Date: 14 May 2025

Job Summary

Hull University Teaching Hospitals NHS Trust, in collaboration with Northern Lincolnshire and Goole NHS Foundation Trust, offers a unique opportunity for a Complaints Manager to join our dynamic team. As one of the largest acute and community healthcare partnerships, we serve over 1.65 million people and manage a substantial budget of £1.3 billion. Our trust operates across five major hospital sites and works closely with Hull York Medical School on pioneering research. If you’re passionate about improving patient experience and fostering a culture of continuous learning, this is your chance to make a significant impact in the healthcare sector.

Why Join Us?

Innovative Environment

As a Complaints Manager, you’ll work in a forward-thinking environment where creative solutions to healthcare challenges are highly valued. Your role will directly contribute to making real changes in patient care and hospital operations.

Professional Growth Opportunities

We believe in nurturing talent, which is why we offer comprehensive career development opportunities. Our investment in your growth will ensure that you have the tools you need to succeed and advance in your career.

Supportive Culture

Our team is united by a passion for compassionate care, and we foster a culture where staff are supported, motivated, and encouraged to thrive. You’ll be joining an environment where collaboration and empathy are key.

Diverse Community

Hull University Teaching Hospitals NHS Trust is committed to inclusivity and diversity, both in our workforce and the services we provide to our patients. We reflect the communities we serve, ensuring a rich and varied working atmosphere.

Positive Impact

Your role as a Complaints Manager is essential in shaping the patient experience. By resolving complaints effectively and working with multiple stakeholders, you’ll help to create a healthcare environment where patients feel heard and valued.

Main Duties of the Job

As the Complaints Manager, you will be responsible for overseeing the complaints and PALS (Patient Advice and Liaison Service) services, ensuring the highest standards of care and service delivery. You will work closely with Care Groups, key stakeholders, and external partners to ensure that complaints are resolved efficiently, and data is accurately reported for future improvements.

Key Responsibilities:

Promote a culture of prompt resolution for complaints and concerns: Ensure that patient complaints are handled efficiently, minimizing stress for both patients and staff.
Liaise with partners: Work alongside Primary Care, Ambulance, Mental Health Trusts, and Social Services to ensure all parties involved are informed and cooperating to resolve complaints.
Develop and review policies: Ensure the development and constant review of policies and procedures for addressing patient concerns.
Monitor and report on complaints: Analyze complaints and PALS concerns to identify trends and areas of risk, allowing the organization to take preventative actions.
Facilitate complaints meetings: Conduct difficult meetings with patients and families to mediate and resolve complex issues.
Ensure legislative compliance: Stay updated with national legislation regarding complaints handling and ensure the trust’s procedures are in compliance.

What We’re Looking For

Qualifications and Experience

Professional qualification relevant to the role (clinical or management qualification is desirable).
Experience: A minimum of two years’ experience in a senior administrative role, with extensive involvement in complaints handling and policy development.
Knowledge: Strong understanding of NHS complaints procedures, as well as the ability to work in a multi-agency environment.
Skills: Proficiency in Datix (complaints management system) and Excel, with excellent organizational and analytical abilities.

Attributes

Communication: Must have exceptional communication skills, including the ability to liaise effectively with distressed patients and staff.
Patience, tact, and diplomacy: Ability to remain calm under pressure and to handle challenging situations with professionalism.
Time management: Strong organizational skills with the ability to prioritize tasks effectively.
Empathy and flexibility: Understanding of the emotional challenges patients and families may face, combined with the ability to adapt in a dynamic environment.

About Us

Hull University Teaching Hospitals NHS Trust is a leader in both patient care and medical research, with a deep commitment to advancing healthcare through collaboration. Our partnership with Hull York Medical School enables us to remain at the cutting edge of medical innovation, benefiting both patients and staff.

The Humber Health Partnership is comprised of two trusts—Hull University Teaching Hospitals NHS Trust (HUTH) and Northern Lincolnshire and Goole NHS Foundation Trust (NLAG)—working together to provide exceptional care to over 1.65 million people across our region. The trust operates across five main hospital sites: Hull Royal Infirmary, Castle Hill Hospital, Diana Princess of Wales Hospital, Scunthorpe General Hospital, and Goole and District Hospital.

As part of the NHS’s Agenda for Change pay structure, this role is classified as Band 7, with a salary range of £46,148 to £52,809 per annum.

Person Specification

Education/Qualifications

Essential: A professional qualification relevant to the role.
Desirable: Clinical or management qualifications are advantageous.

Knowledge/Training & Experience

Essential:
- Minimum of two years in a senior administrative role, preferably in complaints handling or policy development.
- Understanding of the NHS complaints procedure.
- Experience working with patients who may be distressed or aggrieved.
- Ability to analyze complex data and present findings.
Desirable:
- Experience within the NHS or a healthcare environment.
- Active involvement in developing and implementing policies and procedures related to complaints.

Communication and Interpersonal Skills

Excellent verbal and written communication skills.
Strong organizational skills and the ability to work under pressure.
High level of interpersonal skills, including the ability to deal with sensitive situations tactfully and empathetically.

Other Requirements

Essential:
- Good time management and ability to work flexibly across different hospital sites.
- Demonstrates empathy, tact, and a strong commitment to patient care.
- Ability to prioritize work and make decisions under pressure.

Additional Information

Disclosure and Barring Service (DBS) Check: As per the Rehabilitation of Offenders Act (Exceptions Order) 1975, you will be required to undergo a DBS check.
Certificate of Sponsorship: We welcome applications from international job seekers who require Skilled Worker Visa sponsorship to work in the UK. The successful candidate must meet the eligibility criteria for a Certificate of Sponsorship under the UK’s immigration rules.

Apply Now

If you’re passionate about improving patient experience and want to contribute to the culture of continuous learning and improvement at Hull University Teaching Hospitals NHS Trust, we encourage you to apply today. Our team is committed to supporting your development and ensuring your success in the role of Complaints Manager.

Apply Here

Closing Remarks

At Hull University Teaching Hospitals NHS Trust, we are driven by a common goal—to provide outstanding care to our patients while supporting the professional growth of our staff. If you have the skills, qualifications, and desire to make a real impact, we want to hear from you.

Apply now and become part of our innovative, inclusive, and compassionate team.