Complaints and Patient Experience Manager

Are you passionate about improving patient experience and ensuring every voice is heard? Do you have the skills to lead, influence and drive meaningful change from feedback and complaints? We are looking for a Complaints & Patient Experience Manager to join our dedicated Patient Experience Team. This is an exciting opportunity to play a pivotal role in shaping how we listen, learn and improve across our services. As our Complaints & Patient Experience Manager, you will lead the Trust's complaint's function, ensuring concerns are handled with compassion, professionalism and in line with statutory regulations. You will oversee the full complaints process--from initial contact through to resolution--while promoting a culture where feedback is welcomed and acted upon. You will work closely with senior leaders, clinical teams and external partners to ensure learning from complaints drives continuous service improvement and enhances patient care.,

• Lead and manage the Trust's complaints service, ensuring compliance with NHS standards and regulations
• Oversee the investigation and resolution of complex complaints, ensuring timely, high-quality responses
• Provide expert advice and guidance to staff at all levels on complaints handling and patient experience
• Analyse complaints data, identify trends, and produce reports for senior leaders and Board committees
• Drive a culture of early resolution, learning, and service recovery
• Develop and deliver training programmes to improve staff confidence in managing concerns
• Work collaboratively with internal and external stakeholders, including the Ombudsman and advocacy services
• Support improvements across patient experience, safety, and quality initiatives
  
  As a Trust we remain bold and ambitious with plans for both service and system collaborative transformation over the coming years to improve the health and wellbeing of our local people through high quality care.
We pride ourselves onensuring our team has their wellbeing put first and as such provide a range of wellness opportunities including flexible working. We are committed to the Greener NHS national ambition to becoming the world's first 'carbon net zero' national health system by 2045 (Greener NHS (england.nhs.uk). As part of this, sustainability is embedded in our strategy as one of our four key enablers. In order to deliver on this commitment, we recognise that we need a workforce that is as passionate as we are about achieving these goals, for the benefit of our service users, workforce, local communities and the planet alike. The Trust is committed to ensuring that a diverse workforce is representative and inclusive at all levels. We would very much welcome applications from all under-represented groups including women, people with disabilities, people from global majority backgrounds, and those from the lesbian, gay, bi and trans communities.