Complaints and Dissatisfaction Manager
At Clinical Partners, we are proud to be one of the UK's leading providers of mental health services, working across both private and NHS sectors to support individuals and families facing emotional and psychological challenges. Our commitment to delivering safe, high-quality care is at the heart of everything we do.
We are seeking an experienced manager to provide strategic leadership and vision for the complaints function across Clinical Partners, ensuring alignment with organisational goals and regulatory frameworks. This role is an integral part of the transformation of complaints management into a proactive, data-driven, and learning-oriented function that supports continuous improvement and operational excellence and will also help develop and implement a long-term roadmap for complaints oversight, integrating technology, benchmarking, and collaborative stakeholder initiatives.
This role is hybrid and may require occasional travel to our offices in Semley or London.
Key Responsibilities:
* Design and execute a strategic framework for complaints oversight, aligned with Clinical Partners' growth and compliance objectives.
* Lead cross-functional initiatives to embed a culture of learning from complaints across all departments.
* Establish benchmarking practices and external collaboration to enhance complaints handling standards.
* Oversee the development of KPIs and dashboards for complaints analytics and performance monitoring.
* Collaborate with IT and data teams to implement advanced complaints management platforms and reporting tools.
* Support the Director of Governance and Compliance in preparing strategic insights and recommendations for internal governance forums.
* Mentor and coach senior complaints personnel, fostering leadership development and succession planning.
* Initiate innovation pilots to test new approaches in complaints resolution and feedback integration.
Requirements:
Essential
* Extensive experience in strategic leadership roles within healthcare or regulatory environments.
* Proven track record of leading organisational change and governance initiatives.
* Exceptional strategic thinking and leadership skills.
* Experience in stakeholder management and preparing reports for internal governance forums.
* Strong customer service skills, especially in remote or phone- based interactions
* Advanced analytical and data interpretation capabilities.
* Excellent communication and presentation skills for internal governance audiences.
* Strong project management and change leadership abilities.
* Ability to influence and collaborate across diverse stakeholder groups.
* Capacity to lead benchmarking and innovation initiatives.
* Deep understanding of healthcare governance, regulatory compliance, and patient rights.
* Expertise in strategic planning, performance management, and organisational development.
* Knowledge of emerging trends in complaints management and patient engagement.
Desirable
* Advanced training in strategic planning, data analytics, or healthcare law.
* Experience with enterprise software implementation and digital transformation.
Remuneration and Benefits:
* Salary starting from £55,000 per annum
* 25 days paid holiday (increasing with service to 28 days) plus bank holidays.
* A day off for your birthday.
* Healthcare Cash Plan
* Benefits Platform
* Life Assurance
* Discount Vouchers
* Flexible working opportunities to suit your personal needs
* Opportunities to take part in charitable events
* Access to a Wellbeing portal and Employee Assistance Programme (EAP)
Equal Opportunities Employer:
At Clinical Partners we are committed to creating an inclusive and diverse workplace. We believe that everyone deserves an equal opportunity to succeed, regardless of their background, race, gender, age, disability, sexual orientation, or any other characteristic. We welcome applications from all qualified candidates and strive to provide a supportive and respectful environment for all employees.
DBS Check Requirement:
Please note that this position requires a Disclosure and Barring Service (DBS) check as part of our commitment to safeguarding and ensuring the safety of our clients and staff. The successful candidate will be required to undergo a DBS check before commencing employment.