Complaints Lead

Demand for our services is currently growing in all areas, and particularly among those seeking a diagnosis for autism and ADHD. With a growing customer and patient base, it’s important that we are providing a best-in-class service and that means learning when things don’t always go to plan and putting them right quickly.

As our Complaints Lead, you’ll be responsible for achieving fair and reasonable outcomes for our customers through effective investigation. You’ll work with all areas of the business to understand the nature of the complaint and resolve in an efficient manner.

It’s imperative all complaints receive a full, high quality and timely response that delivers the best outcome. As part of your role, you will need to feedback to business areas and relevant stakeholders to ensure that, as a business, we have the right operational and clinical processes in place for our customers and patients.

You’ll be an advocate for the brand and will deal with a whole host of enquiries, which means that solving problems and finding solutions will be your ultimate goal. You’ll liaise with colleagues around the business, and you’ll have the autonomy to make your own decisions. Sometimes this could be as simple as sending a customer a heartfelt apology, other times you may need to really think creatively to make things right.

Roles & Responsibilities:

Manage the complaints process for the company, adhering to the regulatory requirements and ensuring communication with patients is timely, transparent, and empathetic.Ensure complaints are investigated and resolved effectively, making appropriate recommendations, and ensuring learning is shared with internal and external stakeholders.Develop and update the complaints policy, procedures, and associated documentation, ensuring compliance with best practice, legal, and regulatory requirements.Provide guidance and support to staff in handling and resolving complaints.Develop and maintain effective working relationships with internal and external stakeholders, including patients, their families, and regulatory bodies.Analyse and report on complaints and implement actions to drive improvement in the quality of the company’s services.Ensure that all complaints management is documented and tracked through designated systems and reports are produced for relevant stakeholders.


A-level education or equivalent Experience in the mental health or social care sector Knowledge or experience of complaint handling A customer first mind-set; being able to problem solve and look for solutions will really help us maintain an outstanding service offering Thinking on your feet; taking into consideration the nature and outcome of the query to ensure it’s suitable for the individual situation Brilliant customer service skills – particularly telephone based experience ​Excellent written and verbal communication skills; you’ll be writing letters to customers so you’ll need to be well-versed in spelling and grammar along with the ability to articulate your message well Effective decision-making ​Excellent planning and organisation skills ​Ability to prioritise workload and respond to changing demand ​Ability to handle complex complaints


Root Cause Analysis training would be highly advantageousUnderstanding of clinical governance and risk management frameworksExperience of working within a private medical company or similarSignificant experience managing complaints within a healthcare environment


We’re offering hybrid working in this role. You’ll be supplied with IT equipment to enable remote working with the occasional requirement to visit one of our offices  25 days holiday (increasing with service to 28 days) A day off for your birthday Access to a Wellbeing portal and Employee Assistance Programme (EAP) Eyecare Scheme/Company contribution towards eye tests and glasses

We are a dynamic and innovative company that values work-life balance, and we are committed to providing flexible work arrangements that accommodate our employees’ needs. You will have the opportunity to explore work arrangements including a combination of remote work and flexible scheduling. We welcome applicants who are interested in working a flexible full-time role, and we may also consider part-time or compressed hours.

Next Steps:

To be considered for this exciting opportunity, please simply submit your CV.
If you’d like to discuss this role in more detail with the hiring manager or wish to have a copy of the full job description and person specification, please email and this will be arranged.

We’re proactively recruiting to this role which may result in the advert being closed early. All CVs received at that point will be considered.
Clinical Partners is committed to safeguarding and promoting the welfare of children, young people and adults, and expect all workers to share this commitment and these values. We ensure that all our recruitment and selection practices reflect this commitment and are in line with our Safeguarding Policy. Successful candidates will be offered employment subject to Disclosure and Barring Service checks along with other relevant pre-employment checks.

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