Job summary
- Main area
- Complaints
- Grade
- NHS AfC: Band 6
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week (Monday to Friday, 9-5)
- Job ref
- 223-CCM-716
- Employer
- The Shrewsbury and Telford Hospital NHS Trust
- Employer type
- NHS
- Site
- The Royal Shrewsbury Hospital
- Town
- Shrewsbury
- Salary
- £39,959 - £48,117 per annum/pro rata
- Salary period
- Yearly
- Closing
- 05/10/2026 23:59
Employer heading
Clinical Complaints Case Manager
NHS AfC: Band 6
Job overview
Are you seeking a change of role where you can have a positive impact upon the patient experience and where no two days are the same? If so, then this may be the role for you. The Patient Services team provides an accessible and responsive complaints service, ensuring that all complaints are fully investigated, and used to improve the care we deliver. In this challenging post, you will join a team that aims to resolve complaints, and uses the feedback obtained to influence and improve the patient experience. Dealing with highly sensitive situations on a daily basis, you will work with patients, relatives and staff to ensure that complaints are investigated and improvement is embedded.
The postholder will be responsible for managing a caseload of formal complaints, in line with national and local policy, ensuring that all elements are fully investigated and responded to.
Main duties of the job
- Responsible for the management of a caseload of formal complaints in line with national and local policy
- To analyse all complaints on receipt identifying key issues for investigation
- Undertake investigations of all formal complaints, some of which are highly complex, ensuring that the investigation is fair, thorough and proportionate to the complexity of the complaint
- Monitor the progress of complaint investigations within the caseload ensuring that all deadlines are met. To identify problems at an early stage and ensure that complainants are informed of the progress at each stage of the process
- Draft letters in response to formal complaints of mixed complexity, on behalf of the Chief Executive, interpreting information obtained during the investigation process, and pulling infomration from clinical records. Ensure the accuracy of information, that all issues raised by the complainant are addressed in full and that information is written in a language that the reader can understand. Communicate sensitive or contentious information with tact, diplomacy and understanding
Working for our organisation
Our Poppy’s Promise Commitment
We believe that compassionate care sits at the heart of everything we do. Every member of our team — clinical or non-clinical — plays a vital role in ensuring that patients, families, and colleagues are treated with dignity, empathy, and respect at all times.
We expect all staff to demonstrate compassion not only through their words, but through their actions: by listening attentively, communicating clearly and kindly, and recognising individual needs, feelings, and circumstances of those in our care.
Effective communication is central to safe and high-quality healthcare. We value colleagues who take the time to understand others, explain information in a meaningful way, and respond to concerns with patience and understanding.
By joining our team, you are committing to uphold these values — ensuring that every patient feels heard, respected, and valued, and that compassion is embedded in every interaction, every day.
Detailed job description and main responsibilities
For full duties and responsibilities of this role, please refer to the attached document entitled Job Pack.
Person specification
Qualifications
Essential criteria
- Degree level or equivalent
- ECDL or equivalent IT skills
Desirable criteria
- Counselling qualification
Qualifications
Essential criteria
- Professional Registration
Experience
Essential criteria
- Knowledge and experience of handling complaints in an NHS setting
- Experience of working in the NHS with knowledge and understanding of current healthcare and patient safety issues
- Experience of designing and delivering training
- Statistical analysis and report writing
- Knowledge of clinical governance, risk management and associated control mechanisms
Skills
Essential criteria
- Ability to assimilate a range of complex information and make judgments
- Excellent interpersonal and communication skills
- Ability to deal with conflicting demands ensuring that key priorities and deadlines are met through effective time management
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.
Application numbers
Documents to download
Further details / informal visits contact
- Name
- Julia Palmer
- Job title
- Head of PALS and Complaints
- Email address
- [email protected]
- Telephone number
- 01743 261123
If you have problems applying, contact
- Address
-
The Shrewsbury and Telford Hospital NHS Trust
Shrewsbury Business Park
1 Douglas Court
Shrewsbury
Shropshire
SY2 6LG
- Telephone
- 01743 492402
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