Location: Hull, United Kingdom
Salary: £46,148 – £52,809 per annum
Contract: Permanent
Working Pattern: Full-time
Certificate of Sponsorship: Available
Closing Date: 14 May 2025
About Hull University Teaching Hospitals NHS Trust
Hull University Teaching Hospitals NHS Trust is part of the Humber Health Partnership, one of the largest acute and community partnerships in the NHS. Serving over 1.65 million people, we manage a budget of £1.3 billion and employ nearly 20,000 staff across five hospital sites. Our partnership with the Hull York Medical School ensures we are at the forefront of groundbreaking research and innovation in healthcare.
At Hull University Teaching Hospitals, we are committed to providing world-class hospital and community services. We foster a diverse and inclusive environment and are always looking for passionate individuals to join our team. The Complaints Manager role offers a unique opportunity to contribute to our high standards of patient care and to lead improvements in service delivery.
Why Join Hull University Teaching Hospitals NHS Trust?
As a Complaints Manager, you will be part of a collaborative, innovative team that values continuous improvement and professional development. Here’s why you should consider joining us:
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Innovative Work Environment: Be part of an institution that encourages creativity and continuous improvement in all areas of service delivery.
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Career Development: We are committed to supporting your professional growth with numerous training and career advancement opportunities.
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Supportive Culture: Join a compassionate team united by a commitment to excellence in patient care.
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Diverse and Inclusive: Work in an environment that reflects the diverse communities we serve.
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Impactful Role: You’ll play a key role in improving patient experiences and promoting a culture of learning and accountability.
Position Overview: Complaints Manager
As the Complaints Manager, you will be responsible for overseeing and managing the Trust’s complaints service and working closely with the Patient Advice and Liaison Service (PALS). Your role will include supporting Care Groups in resolving formal complaints and concerns in a timely and effective manner. You will also monitor and report on complaints data to identify trends, risks, and areas for improvement.
In this vital role, you will be instrumental in promoting a culture of learning and patient-centered care, ensuring compliance with national regulations, and providing leadership during challenging and sensitive situations.
Key Responsibilities of the Complaints Manager
The Complaints Manager role is dynamic and involves a wide range of responsibilities, including:
Complaint Management and Resolution
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Lead the complaints process: Ensure that complaints are managed in line with the Trust’s policies and national regulations, from initial receipt to final resolution.
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Promote early resolution: Foster a culture of quick and effective resolution of complaints, aiming to address concerns at the earliest possible stage.
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Liaise with multiple stakeholders: Work with internal departments, including clinical and administrative teams, and external partners such as Primary Care, Mental Health Trusts, and Social Services to resolve issues.
Data Monitoring and Reporting
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Monitor and analyse complaints: Use Datix and Excel to track and monitor complaints and PALS concerns, identifying trends and areas of risk.
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Report findings: Regularly report on complaints and concerns to senior management, providing insights and recommendations to improve services.
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Policy development: Help develop and review policies and procedures related to complaints handling to ensure continuous improvement.
Training and Support
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Facilitate training: Deliver training sessions to staff on complaints handling, ensuring they understand the procedures and their roles in managing complaints effectively.
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Provide support in challenging situations: Offer guidance and support when handling particularly complex or difficult complaints, maintaining a calm and professional approach.
Stakeholder Engagement
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Collaborate across teams: Work closely with Care Groups and various Trust departments to address complaints and ensure quality service delivery.
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Engage with patients and families: Handle sensitive cases with patience, tact, and professionalism, ensuring that patients and their families feel heard and respected.
What We’re Looking For: Key Qualifications and Skills
To succeed in this role, the ideal candidate will possess a combination of professional qualifications, relevant experience, and strong interpersonal skills.
Qualifications and Experience
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Essential:
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A relevant professional qualification (administrative, clinical, or management).
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At least two years of experience in a middle/senior administrative role, ideally with a focus on complaints handling and policy development.
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Understanding of NHS complaints procedures and the ability to apply this knowledge in practice.
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Desirable:
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A clinical qualification or management qualification.
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Extensive experience working within the NHS and handling complaints from patients and families.
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Skills and Attributes
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Excellent Communication: The ability to communicate effectively with staff, patients, and external partners, often in difficult or sensitive situations.
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Strong Organisational Skills: Ability to manage multiple tasks, meet deadlines, and prioritise work in a busy environment.
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Analytical Skills: Proficiency in analysing data, identifying trends, and reporting on findings.
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Diplomacy and Tact: Ability to handle complex complaints with diplomacy and professionalism, ensuring that all parties feel heard.
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Empathy and Compassion: The ability to understand and relate to patients’ and families’ concerns with empathy.
What We Offer: Benefits and Perks
Hull University Teaching Hospitals NHS Trust offers a comprehensive benefits package designed to support your personal and professional wellbeing.
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Competitive Salary: £46,148 – £52,809 per annum, based on experience and qualifications.
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Professional Development: Access to ongoing training, courses, and career advancement opportunities within the NHS.
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Flexible Working: A full-time role with the possibility of flexible working arrangements where applicable.
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Comprehensive Benefits Package: Access to NHS pension schemes, employee assistance programs, and health and wellbeing support.
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Diverse Work Environment: A supportive team culture that embraces diversity and inclusivity.
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Impactful Work: The opportunity to make a real difference in the lives of patients and contribute to a culture of learning and improvement.
Working at Hull University Teaching Hospitals NHS Trust
At Hull University Teaching Hospitals, you will work alongside dedicated professionals who are passionate about providing exceptional care to patients. With a wide range of departments and services, the Trust offers a dynamic and supportive work environment where your contributions are valued.
You will have the chance to work across our five main hospital sites, including Hull Royal Infirmary and Castle Hill Hospital, and collaborate with various teams to improve patient experiences. The Trust’s strong focus on research and innovation means you’ll have opportunities to be involved in cutting-edge healthcare projects that make a lasting impact.
Apply Today!
If you are an experienced and dedicated individual with a passion for patient care and complaints management, we want to hear from you. To apply for the Complaints Manager position at Hull University Teaching Hospitals NHS Trust, click the link below and submit your application before the closing date of 14 May 2025.
We are committed to equal opportunities and diversity, and we welcome applications from job seekers who require sponsorship to work in the UK.
Conclusion
Joining Hull University Teaching Hospitals NHS Trust as a Complaints Manager offers you an exciting opportunity to make a significant impact within the healthcare sector. You will play a key role in ensuring that complaints are handled effectively, improving patient satisfaction and fostering a culture of continuous learning and improvement.
Take the next step in your career by applying today!