Job Title: Complaints Manager
Location: Fulwood, Preston
Contract Type: Permanent
Hours: 37.5 per week
We are always looking for great talent to join our team and help achieve our ambitious goals and growth. We care about our people, and we care about the future of community health and how CHEC can play an innovative part in making this great, with your help.
If you're dynamic, focused have the vision to support our growth and the courage to tell us how we can be even better - come and join us!
About the role
The role holder will be responsible for working collaboratively with families and stakeholders across the organisation to support the continuous quality improvement agenda. They will oversee the effective and comprehensive management of complaints in line with NHS Complaints Regulations, regulatory standards, and internal governance frameworks.
The role ensures that all complaints are managed with empathy, professionalism, and transparency from receipt through to resolution, while promoting a culture of learning from feedback to enhance the quality of care and overall experience.
We are looking for someone who can:
* Receive, triage, and log complaints accurately within required timeframes.
* Coordinate fair and timely investigations with clinical and operational teams.
* Ensure all complaints comply with NHS Regulations and internal policies.
* Draft clear, empathetic, and comprehensive responses.
* Escalate serious or high-risk cases to senior management.
* Maintain up-to-date knowledge of legislation and best practice.
* Support audits and reviews by providing assurance and evidence.
* Analyse complaints data to identify themes and trends.
* Produce regular reports on complaint trends, response times, and outcomes.
* Act as a key point of contact for complainants, ensuring they are kept informed and supported throughout the process.
What you’ll bring to the role:
* Proven experience in managing complaints processes within a regulated environment (e.g. healthcare, public sector, financial services).
* Experience in leading investigations, drafting formal responses, and liaising with internal and external stakeholders.
* Experience in using complaints data to inform service improvement and reporting.
* Excellent written and verbal communication skills, with the ability to draft clear, empathetic, and legally sound responses.
* Strong analytical and problem-solving skills; able to interpret complex information and identify root causes.
* High level of emotional intelligence and resilience when dealing with sensitive or distressing issues.
* Collaborative and team-oriented, with a proactive approach to problem-solving.
* Commitment to fairness, transparency, and continuous improvement.
Why work for us?
* 25 days plus bank holidays
* Buy and sell annual leave scheme
* Company Bonus Scheme
* Refer a friend scheme
* Company pension
* Company sick pay scheme
* Life assurance scheme
* Blue light Card- 100’s of discount and cashback options
* Performance review with a training and development plan
* Great team and working environment
* Medicash – health cash plan
* Gym membership discount