Investigating Complaints Manager

Investigating Complaints Manager

Investigating Complaints Manager
9-Month Fixed-Term Contract £55,% Remote
Will Consider Part Time
Manchester HQ (with occasional travel to London)

We're seeking an experienced Investigating Complaints Manager to lead the handling of complex, sensitive and high-impact complaints. This role reports to the Head of Legal of this organisation.
This role is particularly suited to individuals with experience in highly regulated environments, where you will investigate complaints and prepare a complaint ready for panel/ legal hearing.
You'll play a critical role in ensuring complaints are handled with compassion, fairness, and clinical awareness, while maintaining robust governance and accountability.

What You'll Be Doing

Lead the end-to-end management of complaints, including highly sensitive cases involving mental health, wellbeing, or vulnerable individuals.Conduct thorough, evidence-based investigations in line with healthcare and regulatory standards Produce clear, high-quality reports with findings and recommendations for senior stakeholdersAct as a key contact for complainants, ensuring trauma-informed and compassionate communication throughoutDrive improvements to processes, ensuring alignment with best practice in healthcare complaints handlingSupport governance processes, including reporting to committees and senior leadership forumsEnsure adherence to data protection, safeguarding, and governance standards
We're looking for someone who:Has significant experience managing complaints or investigations in a regulated environment Legal Medical Experience Is confident in handling highly sensitive, complex and emotionally challenging cases.Demonstrates strong empathy, resilience, and emotional intelligence in difficult situationIs an excellent communicator, able to convey complex information clearly and sensitively.Can work independently in a remote environment while managing competing prioritiesHas a strong analytical mindset, with experience improving systems and service outcomes. Apply Now
If you bring experience in legal healthcare or complaints handling and have the resilience and compassion to manage sensitive cases, we'd love to hear from you.