Complaints & Resolution Manager
Reports to: Quality & Governance Lead
Salary: £40,000 - £45,000 per annum, depending on experience
Location: Basingstoke - Hybrid (predominantly remote with occasional travel as required)
Hours: 37.5 hours per week
Skylight Psychiatry is a forward thinking, dynamic mental health service. We are a CQC registered service delivering person-centred assessment, care and support, with our ultimate aim being to improve the lives of people with neurodevelopmental conditions such as ADHD, Autism and Learning disabilities.
Role Purpose
The Complaints & Resolution Manager will provide dedicated capacity for the effective management and resolution of formal patient complaints. The post-holder will manage complaints from receipt through to resolution, using sound judgement and working independently within agreed parameters, while escalating more complex or significant matters where appropriate.
The role will work collaboratively across clinical, operational, governance and patient-experience teams to support timely responses, positive resolution and organisational learning.
Key Responsibilities
- Manage formal patient complaints from receipt through to resolution, ensuring they are handled fairly, sensitively and within required timescales.
- Investigate complaints, gather relevant information and coordinate input from clinical, operational and other colleagues as required.
- Draft clear, empathetic and evidence-based responses and independently resolve routine complaints within agreed authority.
- Recognise and escalate complex, significant or specialist matters appropriately.
- Maintain accurate complaint records and support effective tracking and reporting.
- Provide advice and guidance on complaints and concerns where appropriate, including supporting early resolution.
- Identify recurring themes and learning from complaints and contribute to service improvement.
- Contribute to the development of complaints processes, guidance, templates and training.
- Support the handling of Subject Access Requests and other data rights requests, including gathering and reviewing information and preparing responses.
- Escalate complex data protection matters or requests requiring specialist or DPO input.
Person Specification
Essential
- Experience of managing complaints, concerns or complex casework within healthcare, social care or another regulated service environment.
- Experience of investigating and resolving cases independently and knowing when escalation is required.
- Excellent written and verbal communication skills, including the ability to draft high-quality formal responses.
- Sound judgement, with the ability to review information objectively and reach fair, evidence-based conclusions.
- Confidence communicating sensitively and professionally with people who may be distressed, dissatisfied or frustrated.
- Strong organisational and case-management skills, with the ability to manage competing priorities and deadlines.
- Ability to work collaboratively across clinical, operational and non-clinical teams.
Desirable
- Experience of complaints handling within NHS-funded or independent healthcare services.
- Understanding of healthcare complaints, patient safety and regulatory expectations.
- Experience of identifying themes from complaints and contributing to service improvement.
- Experience of supporting Subject Access Requests or other data rights requests.
- Experience within mental health, neurodevelopmental or autism/ADHD services.
Benefits:
- Opportunities for professional development and growth within the service
- Annual salary review
- 25 days annual leave.
- Pension scheme offered
- Birthday off as additional leave
- Work related electronic devices provided
Please submit both your CV and a cover letter outlining your reasons for applying for this role. Please note that due to the high volume of applications anticipated, we will be unable to contact all applicants individually unless shortlisted. If you have not been contacted within a month of submitting your application, please assume you have been unsuccessful on this occasion. We reserve the right to close this vacancy at any time due to the volume of applications received and encourage you to submit your application as early as possible. Thank you.
At Skylight Psychiatry, we are committed to fostering a fair and inclusive workplace where everyone can thrive and reach their full potential. We recognise that diverse teams encourage creativity and productivity, so we warmly welcome applications from individuals of all backgrounds. We encourage candidates to apply regardless of age, gender, gender identity or expression, religion or belief, disability, ethnicity, or sexual orientation. Together, we create an environment that values and celebrates diversity!
Job Types: Full-time Permanent
Work Location: Hybrid remote in Basingstoke, RG24 8AG.
