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Job Details: Head of Complaints

  • Specialism:
  • Clinical Governance
  • Sector:
  • Other Public Sector
  • Salary:
  • £350 per day
  • Job Type:
  • Interim
  • Location:
  • East Midlands
  • Reference:
  • LG/18673

I am recruting for an interim Head of Complaints for a 3-6 month assignment. 

Key responsibilities:

  • You shall need to ensure staff are trained and training plans are put in place;
  • Successfully manage the complaints processes and the team;
  • Provide quality framework documents for commissioners and lead action plans following the CQC report;
  • Coordinate and manage complaints handling throughout the organisation;
  • Achieve and maintain the objectives of improving complaints handling, promoting the involvement of patients and families in service developments and ensuring that complaints are integrated into their improvement framework;
  • Promote proactive risk management and assist in the commitment in exceeding compliance with CQC standards and lead on the review and implementation of recommendations;
  • Monitor the progress of local resolution and liaise with teams as necessary to ensure complaints are managed appropriately;
  • Make sure that robust systems are in place to comply with national targets, whilst ensuring the quality of complaint processes and responses.  

The successful candidate:

  • Experience of working as Head of Complaints/Senior Complaints Manager;
  • Excellent oral and written communication and report writing skills;
  • Ability to communicate with families who are potentially stressed, bereaved or angry;
  • Staff management experience;
  • A thorough understanding of carrying out detailed, complex investigations;

This is a challenging, hands-on role however it is flexible in terms of the working week. The client would be willing to discuss working patttens and a small amount of home working;

Telephone interviews shall be performed in the first instance.

For further information, please contact Louise Griffiths on 0161 241 9665 or

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