Job Title:
Complaints Manager
Location:
We are remote-first, with occasional (once quarterly) in-person meetings in London or Nottingham.
Our Resolutions Team operates Monday - Friday, 08:00 - 20:00, 37.5 hours per week
Company Overview:
Releaf Dispensary Ltd is a pioneering medical cannabis clinic committed to providing high-quality, safe, and effective cannabis-based products. Headquartered in the UK, we aim to enhance the quality of life for our patients through cutting-edge solutions and outstanding patient service.
Benefits
● Pension
● Employee discount
scheme
● Private medical insurance
● Work from home
● Overtime
● Bonus scheme
(to be confirmed)
* Salary
£30,000-£35,000
Key Responsibilities
Complaint Handling & Oversight
* Manage the end-to-end complaints process, ensuring timely acknowledgement, investigation, and resolution.
* Act as the primary escalation point for complex or high-risk complaints.
* Ensure compliance with CQC, ICO, and internal governance frameworks in all complaint responses.
* Maintain accurate, detailed records of all complaints and actions taken.
Patient Experience & Communication
* Communicate outcomes clearly and empathetically to patients, ensuring their concerns are fully addressed.
* Promote transparency and reassurance in all patient communications.
* Identify recurring themes and provide clear recommendations for service improvement.
* Maintain a strong working relationship with our
DPO
, including regular meetings and ongoing liaison regarding key policies (e.g. lost/stolen medication).
* Build and manage relationships with our
pharmacies
, ensuring alignment on complaint processes and compliance.
* Oversee relationships with our
delivery companies
, staying on top of operations, communication, and issue resolution.
Compliance & Reporting
* Oversee compliance with relevant regulatory standards and internal policies.
* Prepare regular reports for leadership and the CQC on complaint volumes, resolution times, and trends.
* Ensure appropriate safeguarding and data protection procedures are followed in all cases.
Team Leadership & Development
* Provide guidance and coaching to the Patient Support and Resolutions teams on best practices for managing complaints.
* Ensure staff are trained in complaint handling, de-escalation techniques, and compliance requirements.
* Foster a culture of accountability, empathy, and high-quality service.
Continuous Improvement
* Conduct root cause analysis to identify systemic issues.
* Work cross-functionally with clinical, logistics, and operational teams to prevent recurrence.
* Support the development of new policies, processes, and training initiatives to enhance patient experience.
Regulatory & Stakeholder Engagement
* Act as the main point of contact for regulators on complaint-related matters, including the CQC, GPhC, and ICO.
* Ensure any incidents meeting reporting thresholds are escalated appropriately and within statutory timeframes.
* Build strong relationships with external partners and suppliers (e.g., couriers, manufacturers) to resolve complaint outcomes effectively.
Key Skills & Competencies
* Strong communication and interpersonal skills, with the ability to handle sensitive conversations with empathy and professionalism.
* Excellent problem-solving and analytical skills, with the ability to identify trends and propose solutions.
* In-depth knowledge of complaints handling frameworks, healthcare regulations, and CQC standards.
* Organisational skills with the ability to prioritise and manage a high volume of cases.
* Ability to influence and collaborate across different departments.
Experience & Qualifications
* Previous experience in complaints management within healthcare, pharmacy, or a regulated industry is essential.
* Knowledge of CQC regulations, safeguarding, and GDPR/data protection.
* Experience leading investigations and drafting formal complaint responses.
* Proven track record of driving service improvements from feedback.
* Leadership experience is desirable but not essential.
Application Process:
We encourage qualified professionals who are passionate about innovative healthcare solutions and patient care to apply. Releaf offers a dynamic work environment with opportunities for growth and professional development.
If you are interested in making a significant impact in a growing field, apply today to join our team at Releaf Dispensary Ltd.