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Governance & Complaints Manager – Medicine Division

Job Description

Finegreen are working with a large NHS organisation in the recruitment of a Governance & Complaints Manager – Medicine Division to work in the North West. This is an interim post for 3 months initially, with a view to extend.

The role will work full time hours Mon-Fri, 09:00-17:00. Off-site working can be accommodated for after a 2-week induction process, although would prefer the post holder to work 1-2 days per work on site. The hourly rate will be £34.65, working inside IR35 (through an umbrella solution company).

The post holder will manage their own caseload and support the Medicine Division with a backlog of complaints.

Key responsibilities will include:

  • Ability to write a clear, well-structured letter that answers the complaint concerns, within an agreed timeframe;

  • Use of clinical records, ability to interrogate as part of complaint investigation;

  • Familiarity with and ability to interrogate Datix Risk Management system;

  • Evidence of effective information management to support identification and reporting of themes and trends;

  • Ability to quality check draft responses and give constructive feedback;

  • Manage own workload with little supervision;

  • Experience of managing a caseload of complaints, including complex cases;

  • Practical experience of responding to NHS complaints in a professional and empathetic manner.

The ideal candidate will have:

  • Must have experience working within the NHS/ a healthcare setting;

  • Experience in managing complaints teams in the wider patient experience arena;

  • Ability to manage backlog of complaints, to set and meet clear targets to reduce the backlogs, effectively supporting the team;

  • Experience of liaising with external bodies;

  • Use of datix and excellent report writing skills.

If you are interested in the role, please contact Ria Healy on 0161 241 9672 and send a copy of your updated CV to along with your availability and rate.