Job vacancy: Deputy Complaints Manager, George Eliot Hospital NHS Trust, Nuneaton

Job summary

Main area: Patient Experience
Grade: NHS AfC: Band 5
Contract: Permanent
Hours: Full time - 37.5 hours per week
Job ref: 230-40171236-CORP-A

Employer: George Eliot Hospital NHS Trust
Employer type: NHS
Site: George Eliot Hospital NHS Trust
Town: Nuneaton
Salary: £32,073 - £39,043 per annum
Salary period: Yearly
Closing: 31/07/2026 23:59
Interview date: 12/08/2026

Deputy Complaints Manager

NHS AfC: Band 5

George Eliot Hospital NHS Trust opened in 1948 and provides a range of elective, non-elective, surgical, medical, women’s, children’s, diagnostic and therapeutic services to a population of more than 350,000 people.

The hub of the Trust is located on the outskirts of Nuneaton and its services cover a large footprint, including north Warwickshire, south west Leicestershire, and north Coventry. We also provide primary and community services across Coventry, Warwickshire and Leicestershire.

Our vision is "to EXCEL at patient care". If you think you've got what it takes, help us realise this and join #TeamEliot.

Don’t meet every single requirement? Studies have shown that women and people of colour aren’t as likely to apply unless they meet every qualification of non specialist roles.

We’re dedicated to building a diverse, inclusive workplace, so if you’re excited about this role and meet our values, but your experience doesn’t align perfectly with everything in the Job Description or Person Specification– apply anyway or email the Recruiting Manager to discuss the role further

We are proud to support the Armed Forces community. We are a Veteran Aware and Reservist Friendly organisation and welcome applications from Veterans, Reservists, Cadet Instructors, and family members of serving personnel.

Detailed job description and main responsibilities

Handle concerns and complaints from receipt to response in line with policy identifying and liaising with the Directorate(s) investigating the issues raised, including complex and/or highly sensitive cases.
Correspond effectively and sensitively with complainants (written and verbal). This includes recognising when the complaints process is not applicable or the request is not eligible. Identify any barriers in communication that may affect understanding.
Responsible for safeguarding, always, the confidentiality of information relating to patients, staff and the public, in accordance with the Data Protection and Freedom of Information Acts. This includes recognising the need and obtaining, the appropriate consent to proceed with a complaint.
Establish and maintain relationships with all staff in particular the Directorate Triumvirate and services lead providing expert advice, support and guidance.
Work closely with Patient Advice Liaison Service (PALS) to ensure concerns are addressed at the correct level and through the right process. Recognise also when complaints are subject to Duty of Candour, Coroner’s Inquest or a clinical incident.
Deal calmly and professionally with upset patients or members of the public.
Arrange and support in complaints meetings ensuring advice and support for staff and complainants and, that an accurate summary of the discussion held is provided.
Accurate recording of complaints data on Datix.
Support the Complaints Manager with draft/redrafts of complaint response letters for quality to ensure they meet the requirements of the Complaints Process and achieve Executive approval and signature.
Work with the Directorates to ensure any changes or learning is implemented.
To assist in the managements of complaints where complainants remain dissatisfied to try and bring about local resolution.
Support in providing data for the annual report and reports to Trust Board.
Support with any complaints subject to a clinical incident/Legal claim.
Support any Trust requirements e.g. audit, Care Quality Commission (CQC) requirements.
Develop and maintain strong links with all staff to ensure compliance with the Complaints policy.
Identify themes/trends from complaints received and bring to the attention of appropriate senior staff, identifying areas of risk or those that require service improvement and quality issues requiring action.
Assist the Complaints Manager in the development, implementation and compliance with service-related policies and procedures. Propose changes to improve the service, as appropriate, and in accordance with national guidance.
Assist the Complaints Manager in working with staff within the Trust to ensure compliance with CQC Standards in relations to complaints handling.
Recognise all potentially serious complaints for consideration at Review of Harm.
Ensure complaint files are kept up to date to enable progress of complaint to be monitored and to ensure process is being followed.
Monitor agreed actions arising from complaints and chase Directorates for progress/ evidence to ensure actions are being implemented appropriately. Ensure progress is included within reports to committees.
To record and acknowledge MP enquiries and ensure timely responses.
To deputise for the Complaints Manager in all aspects of the service.

For a full comprehensive list of main responsibilities and duties, please kindly refer to job description and personal specification attached.

Person specification

Role responsibilities

Essential criteria

Experience of the Complaints management processes
Experience of working in a customer focused environment
Ability to communicate with staff at all levels
Ability to assimilate complex information sufficient to give advice and support
Understanding of GDPR and patient confidentiality and it’s role in the complaints process
Excellent knowledge of Microsoft Office including Word, Excel and PowerPoint
Ability to deal with potentially distressing scenarios
Able to work flexibly
Highly motivated and enthusiastic

Desirable criteria

Experience writing policies/guidelines
Management Course
Able to work under pressure to meet demanding timescales and escalate when required
Degree level qualification or equivalent experience

Please note:

George Eliot Hospital NHS Trust utilises a third party recruitment system (TRAC). When applying via NHS Jobs, your submitted application will be imported into TRAC where all subsequent information regarding your application will be generated. You will not be able to track the progress of your application or receive messages via the NHS Jobs website. Furthermore, as an employer, we will not be able to respond to any emails/messages sent to us via the NHS Jobs website.

By applying for this post you are consenting to George Eliot Hospital NHS Trust transferring the information contained in this application to its preferred applicant management system, TRAC.

The Job application data you provide will be used to assess your application for employment at GEH, to verify your information and conduct reference checks, and to communicate with you. If you accept employment with GEH, the information collected will become part of your employment record and will be used for employment purposes.

All information provided will be used for recruitment purposes only and processed in a lawful, fair and transparent manner.

Other:

The Trust is committed to safeguarding and promoting the welfare of individuals and expects all staff and volunteers to share this commitment. As part of our safe recruitment practice, if appropriate for the role, it is a mandatory requirement for all newly appointed staff to complete a Disclosure and Barring Service application.

In response to NICE guidance and to support the reduction of health harm from tobacco, the Trust has a smoke-free site policy which applies to anyone on Trust sites. Staff who smoke will be supported to quit or not smoke whilst on Trust sites.

George Eliot Hospital NHS Trust is committed to creating and sustaining a positive and inclusive working environment for all our employees as they are at the heart of our patients journey. Our aim is to ensure that employees are equally valued, respected, empowered and included within an organisation that is representative of all members of the community. We define diversity as valuing everyone as an individual – taking pride in that we value employees, job applicants, students, volunteers, patients and visitors as people. This is reflected within our excel behaviours with a vision to create a workplace that represents a culture of kindness, joy and inclusion.

Mindful employer. Being positive about mental health.

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: Sarah Jameson
Job title: Complaints Manager
Email address: [email protected]
Telephone number: 02476865545

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Job summary

Employer heading

Deputy Complaints Manager

NHS AfC: Band 5

Job overview

Main duties of the job

Working for our organisation