Job overview
Complaints Manager, Band 6 (29 hours a week)
The Patient Investigation and Learning Team are looking for a flexible, dedicated and resilient Band 6 Complaints Manager. The successful applicant will be expected to contribute to Departmental objectives in the process and management of complaints, ensuring compliance with external regulations and standards.
Main duties of the job
The successful applicant will be pro-active, adaptable, highly motivated with exceptional administrative and communication skills. They will be well organised and able to work methodically, accurately and pay attention to detail. We are looking for a team member who possesses excellent interpersonal skills.
To manage and investigate and follow up patients’ and relatives’ complaints relating to services, care and treatment delivered by GHNHSFT. To manage co-ordinating and preparing responses, ensuring the process is fair and equitable for all parties and complies with external regulations, standards and Trust policy and process.
Detailed job description and main responsibilities
The successful applicant will need to use active listening skills and empathy to obtain confidential information from complainants. Ensuring complaints are fully investigated and responses are comprehensive, sensitive and balanced within the agreed deadline by obtaining information from relevant clinical, nursing and managerial staff who have other competing priorities, seeking advice as required.
The successful applicant will have their own caseload and will need to be able to prioritise conflicting demands to support with achieving national performance targets for complaints management as set by the Department of Health in the NHS Complaints Procedure.
To work flexibly as part of the wider Patient Investigation and Learning Team, undertaking duties and activities relevant to level of post to improve the experience of patients and staff.
Person specification
Experience
Essential
- Extensive use of Microsoft Office
- Experience of liaison and partnership working with service users, carers, members of the public and a wide range of stakeholders
Desirable
- Experience of working in a clinical environment
- Experience in a complaint process role
- Experience of liaison effectively with both clinical and non-clinical staff
Qualifications
Essential
- Degree level or an equivalent level of experience and knowledge
Desirable
- Experience of ongoing development and further training
Knowledge and Skills
Essential
- Self-motivated and able to work unsupervised
- Excellent written and verbal communication skills
- Able to work prioritise and to work to tight deadlines
- Able to analyse complex information
Desirable
- Knowledge of NHS Complaints procedure
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Applying for this NHS job
This advert is for Complaints Manager, Band 6 with Gloucestershire Hospitals NHS Foundation Trust in Gloucestershire Royal Hospital. It is listed as a Band 6 Manager and corporate role. The advertised salary is £39,959 - £48,117 (pa, pro rata if part-time). The contract type is Permanent. The application deadline is 08 Sep 2026.
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