Senior Complaints Case Manager - Operational Lead in Cambridge

Band 7

Main area: Corporate - Administrative and Clerical.

Contract: 10 months (Fixed Term/Secondment for 10 months).

Full time Part time Flexible working 37.5 hours per week (Full Time or Part Time / Flexible working hours may be considered)

Job ref: 180-F-CVA529

Employer: Cambridge University Hospitals NHS Foundation Trust

Site: Addenbrooke's Hospital - Division Corporate

Town: Cambridge

Salary: £47,810 - £54,710 p.a. pro rata

Salary period: Yearly

Closing: 12/02/2026 23:59

Interview date: 23/02/2026

Job overview:

• Oversee the delivery of the complaints service.
• Independently manage a caseload of complex complaints, including analysis of issues raised, investigation, liaison with staff and complainants, analysis of information received in investigation reports, formulation of high quality detailed letters that reflect investigation reports obtained, risk rating and categorization of issues raised to inform the data analysis and reporting process.
• Deputise for the Complaints and PALS Manager.
• Manage the complaints case managers.

Main duties of the job:

• Lead the complaints team to provide a complaints case management service to patients, the public and staff.
• Triage all new complaints and allocate to case managers (appropriate to banding and workload).
• Assist the Complaints and PALS Manager in the management and development of the Trust’s complaints service in line with the national regulations, guidance and Trust policy.
• Line manage the Complaints Case Managers, ensuring there is adequate cover in the office at all times.

Working for our organisation:

Cambridge University Hospitals (CUH) NHS Foundation Trust comprises Addenbrooke’s Hospital and the Rosie Hospital in Cambridge. With over 13,000 staff and over 1100 beds, the priorities of the Trust focus on a quality service which is all about people – patients, staff and partners. Recognised as providing ‘outstanding’ care to our patients and rated ‘Good’ overall by the Care Quality Commission, is testament to the skill and dedication of the people who work here. CUH’s values – Together - Safe, Kind, Excellent – are at the heart of patient care, defining the way all staff work and behave. The Trust provides accessible high-quality healthcare for the local people of Cambridge, together with specialist services, dealing with rare or complex conditions for a regional, national and international population. CUH is committed to promoting a diverse and inclusive community - a place where we can all be ourselves. We value our differences and fully advocate and support an inclusive working environment where every individual can fulfil their potential. We want to ensure our people are truly representative of all the communities that we serve.

Detailed job description and main responsibilities:

Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.

Benefits to you:

At Cambridge University Hospitals, we want to do all we can to support good working days. We offer development opportunities and a wide range of benefits, including on-site leisure facilities, shopping concourse and day nurseries. Our good work programme currently includes providing reduced cost Stagecoach bus travel to and from Cambridge University Hospital site. Park and Ride bus journeys between Babraham Road and Trumpington sites are free, as is the route to and from Cambridge train station and our hospitals. We also subsidise the cost of parking on site for eligible staff. On CUH campus, hot food is available 24/7 and at a reduced cost for colleagues. Recently we launched the first of our staff pod break spaces. Located in the Deakin Centre, we have a purpose-created colleague-only café, with free tea and coffee, a break space and private outside area for colleagues to rest, refuel and recharge. Just one of the ways we are working hard to support good working days at CUH. CUH is committed to assisting employees in achieving a good work-life balance irrespective of role or personal circumstances. Flexible arrangements may include, but are not limited to, part-time working, job-share, term-time working and flexible start and finish times.

Person specification:

• Qualifications: Evidence of Continuous Professional Development. Customer care /communication skills Qualification/Training.
• Experience: Accept personal accountability for own practice. Experience of formal/informal teaching. Previous NHS experience in complaints/Patient Advice and Liaison (PALS)/Patient Experience.
• Knowledge: Understanding of NHS complaint legislation and practical application of this. Understanding of Clinical Governance. Understanding of the complexities of patient pathways.
• Skills: Excellent verbal and written communication skills. Capable of working as an integral member of a team. Flexible and adaptable to changing situations due to workload and colleagues needs. Ability to undertake teaching and mentoring of staff. Leadership Skills. Ability to work autonomously and manage own workload. Effective time-management and excellent interpersonal skills. Demonstrate analytical and judgmental skills. Ability to quickly appraise a situation and act accordingly. Ability to influence, mediate and negotiate. Managing people. IT skills (Microsoft Office and databases).
• Additional Requirements: The ability to understand and behave at all times, towards patients, visitors and colleagues according to the Trust values of safe, kind, excellent. Capable of developing liaisons with a broad range of stakeholders (internal & external).

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.