Complaints Manager
Go back NHS Cornwall and Isles of Scilly Integrated Care Board
The closing date is 22 October 2025
This job is currently only open to people who already work for the NHS in Cornwall or the Isles of Scilly.
We are committed to supporting our dedicated staff, so only current employees of the following organisations can apply:
Cornwall and Isles of Scilly Integrated Care Board
Cornwall Foundation Trust
Royal Cornwall Hospitals NHS Trust
If you do not currently work for one of these NHS organisations, your application will not be considered at this time.
NHS Cornwall and Isles of Scilly Integrated Care Board (ICB) is a statutory NHS organisation responsible for developing a plan for meeting the health needs of our communities, managing the NHS budget, and arranging for the provision of joined up health services which improve the lives of people who live and work in Cornwall and the Isles of Scilly.
By collaborating as an integrated care system (ICS) our health and care organisations can tackle complex challenges, including:
* improving the health of children and young people
* supporting people to stay well and independent
* acting sooner to help those with preventable conditions
* supporting those with long-term conditions or mental health issues
Main duties of the job
As part of this role the post holder will be involved in:
* The post holder will contribute to the Patient Experience work stream within the Quality function and liaise with the ICB Quality Improvement function to deliver their workstream of programmes within the ICB.
* The post holder will provide support to complex multi-agency processes managed by members of the team (e.g. serious incident reporting, safeguarding alerts; significant event audit).
* Participate in developing, implementing and monitoring relevant policies, procedures and protocols to meet ICB's Patient Experience and Complaints management standards.
Please view the attached job description and person specification for more specific information about this post.
This JD is subject to Job Matching but which is indicative to be a band 7.
About us
We are committed to creating an inclusive and diverse work environment and are always keen to hear from people who would like to work with us. We welcome applications from everyone regardless of age, disability or long-term health condition, gender identity or expression, race or ethnicity, faith, sex, sexuality or veteran status.
We are looking for people whose personal values and behaviours align with the NHS values outlined in the NHS Constitution and our own values and behaviours.
You can look forward to excellent benefits including discounts schemes, optional pension and life assurance, flexible working, salary sacrifice vehicles and cycles and much more
Job responsibilities
PLEASE NOTE: To view the full job description and person specification, please view the supporting information.
To be an employee of the NHS you need to successfully complete the following:
* Identity checks
* Professional registration and qualification checks
* Employment history and reference checks
* Work health assessments
* Criminal record check standards
* Right to work checks
For further information please visit:
https://www.nhsemployers.org/topics-networks/employment-standards-and-regulation
For hybrid working we offer the flexibility to work from an office (Bodmin, Truro), and from home, depending on the requirements of the team.
Person Specification
Qualifications
* Educated to degree level in relevant subject or equivalent level qualification or significant experience of working at a similar level in specialist area.
* Post-graduate degree in Management Studies or equivalent.
Knowledge & Experience
* Significant experience of successfully operating in a politically sensitive environment.
* Demonstrated experience of co-ordinating projects in complex and challenging environments.
* Experience of managing patient safety and risks and associated reporting.
* Experience of working within Patient safety/quality
* Experience of drafting briefing papers and correspondence at SMT level.
* Demonstrated experience in a Healthcare environment.
Skills and Abilities
* Experience of drafting briefing papers, reports and correspondence at SMT level
* Evidence of success in efficient and effective project and programme management.
* Experience of creating and giving presentations to a varied group of internal and external stakeholders.
* Demonstrated capability to act upon incomplete information, using experience to make inferences and decision making.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
NHS Cornwall and Isles of Scilly Integrated Care Board
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