Job vacancy: Complaint Investigations Manager, 279 University Hospitals Sussex NHS Foundation Trust, Brighton

Job summary

Main area: Patient Experience
Grade: Band 6
Contract: Permanent
Hours: Full time - 37.5 hours per week
Job ref: 279-7347994-AUG25

Employer: 279 University Hospitals Sussex NHS Foundation Trust
Employer type: NHS
Site: Royal Sussex County Hospital
Town: Brighton
Salary: £38,682 - £46,580 per annum pro rata
Salary period: Yearly
Closing: 21/08/2025 23:59

Complaint Investigations Manager

Band 6

About our Trust

At UHSussex we’re proud to be at the heart of the NHS. As one of the UK’s largest acute Trusts, we’re a leading example of the excellence, the ambition and the values that have embodied the NHS for over 70 years.

Our hard-working, talented and dedicated people work together towards a common goal – to always put our Patient First . In fact our mission is summed up by our ‘where better never stops’ motto and you will play a part in driving us forwards and in improving the lives of patients across Sussex.

At UHSussex, diversity is our strength, and we want you to feel included to help us always put the Patient First. Your uniqueness and experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of Staff Networks to help break down barriers, and can offer a buddy to help new members settle in. We’re proud to be a Disability Confident Employer (Level 2) and a Veteran Aware Trust.

We treat our patients and staff with the same compassion and empathy we expect for ourselves. We’re here for them when they need us, and we go above and beyond to meet their needs. This can be seen in our Wellbeing Programme for staff which is extensive and designed to support you when you need it, including where possible, flexible working to support work life balance - because we know that to look after others we must first look after ourselves.

As a university trust and a leader in healthcare research, we value learning, teaching and training so that we can be the best that we can be. From the moment you start with us and throughout your career we will help you to grow and develop. We hope that in choosing UHSussex you are choosing a long and happy career where you will be able to see the difference you make and feel valued for all that you do.

As part of our commitment to access for all, please see the different ways you can access the application form:

https://apps.trac.jobs/accessibility?_ts=1

We look forward to receiving your application and the start of your journey with UHSussex.

Detailed job description and main responsibilities

To be the first point of contact for patients and their representatives raising concerns about our services.

To produce high quality complaint investigation reports and draft responses.

To co-ordinate the responses for complex complaints that span more than one division.

To facilitate local resolution meetings between clinicians, hospital staff, patients and their relatives.

To support the effective implementation of the Trust’s Complaints Management policy and processes and ensure that compliance is monitored and reported, gaps in compliance identified and appropriate actions and mitigations are developed

Person specification

Experience of managing large and complex complaints caseload

Essential criteria

Evidenced experience of successfully managing NHS complaints

Proven ability to draft empathic, concise complaint responses from technical clinical information

Essential criteria

Assessment at interview

Proven ability to prioritise and organise demanding workload autonomously

Essential criteria

Evidenced previous experience

Proven ability to communicate compassionately and assertively during sensitive/emotive conversations

Essential criteria

Evidence of using these skills in current/previous roles

Equality, Diversity and Inclusion

Essential criteria

Evidence of having undertaken own development to improve understanding of equalities issues
Evidence of having championed diversity in previous roles (as appropriate to role)

Important information for applicants:

A Note on AI Use in Applications
We value the individuality and authenticity that each candidate brings to the application process. While AI tools are increasingly accessible, we strongly discourage their use in completing your application. Your responses should reflect your own voice, experiences, and motivations—elements that are essential to a fair and accurate evaluation.
Applications that rely heavily on AI-generated content may misrepresent your abilities and could result in your application being rejected. We encourage you to take the time to present your genuine self, as this helps us better understand your potential and ensures a transparent selection process.

Closing Adverts Early: In the event of exceptional interest, we may close adverts earlier than specified.

Some of our adverts are capped for a limited number of applications; therefore, the advert will close once the cap has been reached. We therefore encourage you to submit your application as soon as possible if you are interested in the position to prevent you from missing out on applying for the opportunity.

Flexible Working: If you would like to explore potential options regarding flexible working please speak with the appropriate recruiting/line manager.

DBS Checks: As part of our commitment to a safe working environment, we undertake a Disclosure and Barring Service check on all new employees where the role is eligible for a criminal record check . We make offers in line with the Rehabilitation of Offenders Act 1975.

Skilled Worker Visa: Applications for Skilled Worker sponsorship are welcome for the roles that meet the Visa and Immigrations eligibility criteria. For further information please visit the gov.uk website searching for Skilled Worker. It is your responsibility as the applicant to ensure that you meet this criteria.

UHSussex reserves the right to close the role early if we receive a high volume of applications

Further Information

For help with the application process for Nursing vacancies, please email [email protected].

For help with the application process for Non-Nursing vacancies, please email [email protected].

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Documents to download

Apply online now

Further details / informal visits contact

Name: Jane Carmody
Job title: Head of Patient Experience and Engagement
Email address: [email protected]
Telephone number: 07761 675008
Additional information: as above

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Job summary

Employer heading

Complaint Investigations Manager

Band 6

Job overview

Main duties of the job

Working for our organisation

Detailed job description and main responsibilities

Person specification

Experience of managing large and complex complaints caseload

Essential criteria

Proven ability to draft empathic, concise complaint responses from technical clinical information

Essential criteria

Proven ability to prioritise and organise demanding workload autonomously

Essential criteria

Proven ability to communicate compassionately and assertively during sensitive/emotive conversations

Essential criteria

Equality, Diversity and Inclusion

Essential criteria

Employer certification / accreditation badges

Applicant requirements

Documents to download

Further details / informal visits contact

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