# Clinical Complaints Lead - Band 8a > NHS job listing from Job Clerk for United Lincolnshire Hospitals NHS Trust. ## Canonical URLs - **HTML:** https://www.jobclerk.com/job/clinical-complaints-lead-band-8a/9bfd0fb0-154a-43f9-b8c8-dd7dbe4fe9f1 - **Markdown:** https://www.jobclerk.com/job/clinical-complaints-lead-band-8a/9bfd0fb0-154a-43f9-b8c8-dd7dbe4fe9f1.md ## Summary - **Status:** Live - **Employer:** United Lincolnshire Hospitals NHS Trust - **Location:** United Lincolnshire NHS Trust - **Workplace type:** onsite - **Profession:** Manager and corporate - **Grade:** Band 8 - **Salary:** £57,528 - £64,750 per annum £28,764 - £32,375 pro rata - **Contract type:** Permanent - **Employment type:** Part time - 18.75 hours per week - **Closing date:** 2026-08-20T22:59:00.000Z - **Posted:** 2026-08-13T10:30:39.427Z - **Source information URL:** https://www.healthjobsuk.com/job/UK/Lincolnshire/Lincoln/United_Lincolnshire_Teaching_Hospitals_NHS_Trust/Clinical_Governance/Clinical_Governance-v8227272 - **Application URL:** https://apps.trac.jobs/job-advert/8227272?ShowJobAdvert=&feedid=9002 - **Employer website:** https://www.ulh.nhs.uk ## Job Content ### Job overview An exciting opportunity has arisen to join United Lincolnshire NHS Trust Complaints & PALS Team as a Clinical Complaints Lead. The team work closely with patients and their families to support resolution for complaints raised, and investigate formal complaints in line with NHS complaints standards. We are looking for someone with significant experience in Customer Relations (or equivalent role) who has a thorough understanding of the NHS Complaints regulations and national guidelines. The Team receive a high volume of contact from a variety of stakeholders including service users, senior managers within the organisation, advocacy providers and governing bodies such as the CQC. For this reason we are looking for someone who has excellent communication and interpersonal skills; and an outstanding use of grammar and English language. Due to the nature of the contact we receive the successful candidate must be also be able to work well under pressure, and remain calm and compassionate no matter what the situation. ### Main duties of the job The successful candidate will handle and manage complaints directly, via all communication channels providing timely, sensitive, and accurate responses that address the issues raised, maintaining a high degree of professionalism and confidentiality throughout the complaint process. The successful candidate will engage across the Trust with the Care Group teams to empower the early resolution of patient concerns helping to embed learning and drive improvement. This role is diverse, stimulating, and offers a unique opportunity to learn in depth about the variety of services provided by the Trust. We are looking for an experienced and enthusiastic member of staff who is eager to improve the service we provide whilst upholding our Trust values. ### Detailed job description and main responsibilities For further information about the main responsibilities please view the attached job description and person specification. - Communicate highly complex/ highly sensitive and highly contentious information to a diverse group of individuals where there may be significant barriers, which requires comprehensive negotiating, persuasion and listening skills - Challenge staff regarding the findings of a complaint investigation, using influence, tact and diplomacy to achieve the required outcome - Be able to recognise service failures or shortfalls and ensure that learning has been identified by the directorate(s) wherever possible - Independently manage a large caseload of highly complex complaints - Meet with complainants / speak with complainants to help resolve their complaints. - Liaise with senior Trust staff (including Consultant medical staff, heads of department and Senior Clinical Nurses), in order to obtain appropriate and comprehensive responses in a timely manner ### Applicant requirements The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions. ## Person Specification ### Qualifications **Essential** - Clinical professional qualification in relevant health care related subject. - Masters or equivalent experience - Evidence of continued professional development. **Desirable** - Customer care /communication skills Qualification/Training ### Previous Experience **Essential** - Extensive management experience gained within a large organisation. - Significant NHS experience in a senior role. - Strong administrative and organisational skills including accurate records management. - Experience of investigating and supporting investigations within a healthcare setting. - Excellent verbal and written communication skills. - The ability to extract and analyse complex data from business management IT systems and databases. - Skilled in the use of Microsoft Windows based applications including Word, Excel and Powerpoint. ### Skills/Competencies **Essential** - Demonstrable ability to negotiate and influence at a senior level. ### Specific Requirements **Essential** - Self-motivated and committed to improving the quality and safety of healthcare services within the Trust. - Understanding of and commitment to the Group’s values **Desirable** - An understanding of the regulatory framework applicable to the delivery of healthcare services in an acute hospital Trust. ### Knowledge - Skills - Aptitudes **Essential** - Knowledge of complaints regulations - Knowledge of Patient Safety Incident Response Framework, complaints and claims management information requirements. - Demonstrable ability to negotiate and influence at a senior level. - Awareness of NHS / public sector governance and regulatory frameworks **Desirable** - Extensive knowledge of NHS governance and regulatory requirements. - Knowledge of information governance regulations and requirements as they relate to healthcare service providers. ## Documents - [ceo welcome letter (pdf, 83.6kb)](https://www.healthjobsuk.com/documents?edoc=2883) - [ulht staff networks (pdf, 13.9mb)](https://www.healthjobsuk.com/documents?edoc=2739) - [clinical complaints lead jd (pdf, 392.4kb)](https://www.healthjobsuk.com/documents?vdoc=10536590) - [acceptable use of ai in personal statements (pdf, 95.3kb)](https://www.healthjobsuk.com/documents?edoc=2953) ## Agent Notes - This Markdown page is generated from the same Job Clerk job record as the HTML job detail page. - Use the canonical HTML URL for user-facing references. - Use the application URL when the user wants to apply on the source NHS site.