# Complaints Manager > NHS job listing from Job Clerk for Birmingham Women's and Children's NHS Foundation Trust. ## Canonical URLs - **HTML:** https://www.jobclerk.com/job/complaints-manager/b159702e-b5b2-4e08-8d88-eeef458b822c - **Markdown:** https://www.jobclerk.com/job/complaints-manager/b159702e-b5b2-4e08-8d88-eeef458b822c.md ## Summary - **Status:** Live - **Employer:** Birmingham Women's and Children's NHS Foundation Trust - **Town:** Birmingham - **Region:** Midlands - **Country:** England - **Profession:** Manager and corporate - **Grade:** Band 6 - **Salary:** £39,959 - £48,117 per annum - **Contract type:** Permanent - **Employment type:** Full time - 37.5 hours per week (Monday-Friday) - **Closing date:** 2026-07-16T23:59:00.000Z - **Posted:** 2026-07-02T08:22:38.213Z - **Source information URL:** https://www.healthjobsuk.com/job/UK/Birmingham_Black_Country/Birmingham/Birmingham_Womens_Childrens_NHS_Foundation_Trust/Complaints_Manager/Complaints_Manager-v8059774 - **Application URL:** https://apps.trac.jobs/job-advert/8059774?ShowJobAdvert=&feedid=9002 - **Employer website:** https://www.bwc.nhs.uk ## Job Content ### 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. ## Job Details 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. ## Job Description 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. ## 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 ## Documents - [complaints manager (pdf, 848.5kb)](https://www.healthjobsuk.com/documents?vdoc=10372021) ## 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.