Complaints Lead


Company:	NHS Jobs
Salary:	£55,524 to £62,652 a year
Hours:	Full-time
Location:	Newham, E13 8SL
Job type:	Permanent
Posting date:	13 Nov 2026
Closing date:	26 Nov 2026

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Summary

Job responsibilities Please see the attached job description and person specification for full details of the duties and responsibilities of this post. Applicants are encouraged to read these carefully and use their supporting information to show how they meet the criteria. Person specification Essential Degree-level qualification or equivalent professional experience Significant experience of managing NHS complaints, including complex and multi-agency cases Experience of line managing and developing staff Experience of managing PHSO cases and local resolution meetings Detailed knowledge of the NHS Complaints Regulations (2009) and the PHSO NHS Complaint Standards Excellent written communication, with the ability to write clear, empathetic responses Ability to manage difficult conversations with compassion and resilience Desirable Accredited complaints handling or investigation training Registered healthcare professional (NMC, HCPC or GMC) Experience of using complaints data to drive service improvement Experience of using digital or AI tools to improve processes Experience using Power BI or other data visualisation toolsThe full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents, please view the attachment/s below.

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