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Job overview
The aim of the role is to assist in the management of complaints in accordance with the Trust's Policy and procedure and relevant legislation, ensuring all complainants are dealt with in a timely and appropriate manner.
Main duties of the job
The postholder will require excellent customer care, interpersonal and communication skills and will be required to manage situations where there are barriers to understanding.
To work autonomously to ensure that the complaints function meets agreed targets and any breaches are discussed with the complainant acting as lead complaints manager.
Detailed job description and main responsibilities
Please refer to the attached job description and person specification to view the full details for this opportunity at Birmingham Women’s and Children’s NHS Foundation Trust.
When completing your application, please ensure you have evidenced how you meet the job description and person specification to include transferable experience, qualifications, skills along with professional registration details (if applicable).
Occasionally we receive a large number of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.
Person specification
QUALIFICATIONS
Essential
- GCSE English Language and mathematics, Grade C or above or equivalent
- Must be willing to participate in any relevant training identified to develop skills required to carry out duties
- Knowledge of medical terminology
Desirable
- Certificate in Complaints Management or willing to work towards
- Knowledge or training in Root Cause Analysis (RCA) tools
ANALYTICAL AND JUDGEMENT SKILLS
Essential
- Excellent customer care/communication skills, both written and verbal
- Confidence in reporting data and trends in meetings to the senior clinical team
- Excellent knowledge of data protection and confidentiality
- Excellent organisational skills and the ability to organise and plan to meet deadline and manage time effectively
- Ability to populate, monitor and maintain databases and spread sheets
- Ability to analyse data and produce reports using Excel and PowerPoint
Desirable
- Experience of identifying trends and contributing to service or process improvements
KNOWLEDGE & NATURE OF EXPERIENCE
Essential
- Knowledge of NHS procedures, in particular the NHS Complaint Regulations and PHSO processes
- Previous experience of working within the NHS
- Experience of facilitating meetings with service users and managing challenging conversations
- Ability to demonstrate experience of maintaining office systems, including creating and maintaining databases, such as Datix and Excel
- Experience of working with senior managers and professionals
- Experience of dealing with people at all levels, including members of the public
- Experience of receiving, assessing, and distributing information and collating responses
- Minimum of 3 years’ experience working within a patient services environment (PALS/Complaints)
- Experience of dealing with challenging and escalating situations
- Familiarity with clinical terminology and the ability to interpret complex medical information
- Understanding or risk management, governance, and reporting processes within the NHS
Desirable
- Experience of implementing service improvements
- Experience of delivering training
- Awareness of complaints investigation methods such as RCA tools
PERSONAL SKILLS / ABILITIES AND ATTRIBUTES
Essential
- Ability to work independently and as a member of a team within an agreed strategic framework
- Ability to work without direct supervision, prioritise workload and act on own initiative; pre-empting problems and working to solve them in an appropriate manner
- Excellent interpersonal skills
- Willingness to learn and develop and be flexible to service needs
- Display a positive attitude
- Confident and personable in communicating with all levels of staff and service users
- Punctual and reliable
PROFESSIONAL / MANAGERIAL / SPECIALIST KNOWLEDGE
Essential
- Ability to demonstrate experience of maintaining office systems, including creating and maintaining databases, such as Datix and Excel
- Excellent IT skills demonstrating confidence with using Microsoft Excel, Word, and PowerPoint
- Specialist complaints knowledge, including knowledge of the NHS Complaint Regulations and PHSO Complaint Standards
Desirable
- Experience of line management or supervising staff
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Applying for this NHS job
This advert is for Complaints Manager with Birmingham Women's and Children's NHS Foundation Trust in Birmingham, Midlands, England. It is listed as a Band 6 Manager and corporate role. The advertised salary is £39,959 - £48,117 per annum. The contract type is Permanent. The application deadline is 16 Jul 2026.
Before you apply, compare the job description with the person specification and mirror the employer's essential criteria in your supporting information. Use the vacancy title, employer, location, salary, contract type, closing date and posted date (02 Jul 2026) to decide whether this role fits your current NHS job search. If the employer can close applications early, prepare the application before the stated deadline rather than waiting for the final day.
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