Complaints & Incidents Manager

Location: Hybrid / Birmingham, UK
Job Type: Permanent / Full-time
Sector and Subsector: Public Sector | Complaints and Investigations
Salary: Competitive Salary

Overview:

The Complaints & Incidents Manager is responsible for overseeing the effective handling of complaints, incidents, and patient-related inquiries within HealthHarmonie. This role involves leading the Complaint & Incidents Team, ensuring high standards of service delivery, promoting organisational learning, and meeting regulatory requirements.

Key Responsibilities:

Patient Support & Complaints Team

• Act as a role model for the Complaint & Incidents team, fostering a culture of excellence and professionalism.
• Directly manage the Complaints & Incidents Team, overseeing their performance and work outputs.
• Ensure all workstreams are completed on time, within budget, and to a high standard.
• Develop and implement the team’s annual work plan.
• Supervise responses to Freedom of Information requests and formal complaints completed by the team.
• Build and maintain effective relationships with external agencies, including clinical commissioning groups, NHS England, and the Parliamentary & Health Service Ombudsman.
• Provide support for frontline staff in resolving patient-related inquiries in line with organisational policies.
• Lead on Patient safety events and learning.

Governance

• Prepare and present monthly reports to provide assurance to the Director of Governance that we are meeting regulatory requirements.
• Identify, document, and manage risks related to complaints using the Datix database.
• Collaborate with divisions to ensure the completion of agreed actions with complainants.
• Work with the Head of Quality to assure data quality and accuracy in complaints responses.
• Partner with the wider team of managers to integrate patient feedback into service improvement initiatives.

Learning and Service Improvement

• Continuously improve the complaints service, identifying opportunities for innovation and excellence.
• Develop and implement initiatives to enhance complaints handling across the organisation.
• Promote organisational learning by collating and sharing service improvement outcomes from complaints investigations.

Other Duties

• Draft and update standard operating procedures related to complaints.
• Take the lead on the Patient safety policy and plan, updating as necessary.
• Interpret and implement national guidance on patient complaints.
• Enhance the visibility and reputation of the Complaint & Incidents team across the business.

Required Qualifications:

• Comprehensive experience in NHS complaints handling and investigations.
• In-depth understanding of legislation, regulations, and national/local policies governing complaints management.
• Proven leadership experience in managing teams and driving performance improvement.
• Background in working with complex service-oriented environments, particularly in health or social care.
• Expertise in analysing complex data to produce actionable insights and thematic reports.
• Proven experience in developing and delivering training programs on complaints handling.
• Strong initiative and a results-driven mindset.
• Ability to work autonomously while collaborating effectively within a team.
• Attention to detail with the capacity to address service-wide challenges.
• Resilience, adaptability, and emotional intelligence to handle complex and sensitive issues.
• A supportive management style that encourages staff development and recognises their contributions.

Skills and Abilities:

• Excellent verbal and written communication skills, including the ability to present complex information clearly.
• Proficiency in using Microsoft Office applications and the ability to learn new IT systems.
• Exceptional organisational and time management skills.
• Ability to handle sensitive information with diplomacy and confidentiality.
• Skilled at extracting insights from data and delivering evidence-based recommendations.

Who We Are:

Medinet Group is a fast-paced, growing healthcare organisation that operates from various locations across England. Headquartered in Birmingham, we were established in 2003 and have been growing ever since in the ever-changing healthcare industry, developing our presence across the UK.

We work in partnership with a number of NHS Clinical Commissioning Groups nationwide to provide patients with access to community services closer to their home, including Diagnostic Ultrasound, Gynaecology Services, diagnosis and treatment of Dermatological conditions, Ophthalmology services, and the provision of extended Minor surgery procedures.

Equal Opportunity Employer:

HealthHarmonie is proud to be an equal opportunity employer, meaning all qualified applicants will be considered for employment and will not be discriminated against based on age, race, religion, national origin, gender identity or expression, sex, sexual orientation, marital status, veteran status, disability, or any other protected category under local law.

We know that it is the differences in our people that make our company a better and more welcoming place to work.

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