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- Tasks: Manage complaints with empathy and professionalism, ensuring quality improvement in healthcare.
- Company: Join CHEC, a leader in community health and patient care.
- Benefits: Enjoy a competitive salary, bonus schemes, and a supportive work environment.
- Why this job: Make a real difference in patient care while growing your career.
- Qualifications: Experience in managing complaints in regulated environments and strong communication skills.
- Other info: Collaborative team culture with opportunities for training and development.
The predicted salary is between 36000 - 60000 £ per year.
We are always looking for great talent to join our team and help achieve our ambitious goals and growth. We care about our people, and we care about the future of community health and how CHEC can play an innovative part in making this great, with your help. If you’re dynamic, focused have the vision to support our growth and the courage to tell us how we can be even better - come and join us!
About the role
The role holder will be responsible for working collaboratively with families and stakeholders across the organisation to support the continuous quality improvement agenda. They will oversee the effective and comprehensive management of complaints in line with NHS Complaints Regulations, regulatory standards, and internal governance frameworks. The role ensures that all complaints are managed with empathy, professionalism, and transparency from receipt through to resolution, while promoting a culture of learning from feedback to enhance the quality of care and overall experience.
We are looking for someone who can:
- Receive, triage, and log complaints accurately within required timeframes.
- Coordinate fair and timely investigations with clinical and operational teams.
- Ensure all complaints comply with NHS Regulations and internal policies.
- Draft clear, empathetic, and comprehensive responses.
- Escalate serious or high-risk cases to senior management.
- Maintain up-to-date knowledge of legislation and best practice.
- Support audits and reviews by providing assurance and evidence.
- Analyse complaints data to identify themes and trends.
- Produce regular reports on complaint trends, response times, and outcomes.
- Act as a key point of contact for complainants, ensuring they are kept informed and supported throughout the process.
What you’ll bring to the role:
- Proven experience in managing complaints processes within a regulated environment (e.g. healthcare, public sector, financial services).
- Experience in leading investigations, drafting formal responses, and liaising with internal and external stakeholders.
- Experience in using complaints data to inform service improvement and reporting.
- Excellent written and verbal communication skills, with the ability to draft clear, empathetic, and legally sound responses.
- Strong analytical and problem-solving skills; able to interpret complex information and identify root causes.
- High level of emotional intelligence and resilience when dealing with sensitive or distressing issues.
- Collaborative and team-oriented, with a proactive approach to problem-solving.
- Commitment to fairness, transparency, and continuous improvement.
Why work for us?
- Buy and sell annual leave scheme
- Company Bonus Scheme
- Refer a friend scheme
- Company pension
- Blue light Card- 100’s of discount and cashback options
- Performance review with a training and development plan
- Great team and working environment
About CHEC
Since 2012, CHEC has been working with the NHS to increase patient choice and provide better access to exceptional, timely, locally-based ophthalmology and gastroenterology care – free at the point of care. CHEC has a nationwide portfolio of community hospitals and clinics – operating in a unique hub-and-spoke model. We are proud to have a role alongside colleagues in the NHS, offering patients the choice of access to essential procedures and help achieve the best possible clinical outcomes. We continue to expand our community-based offering of vital healthcare to patients across England, including ENT (Ear, Nose and Throat) and Dermatology services. CHEC is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees to share this commitment, this includes being aware of and adhering to all CHEC Safeguarding policies.
As An Employer
Good relationships are built on trust, integrity, and honesty, the values that underpin CHEC’s commitment to the delivery of patient focused services. We strongly believe in a strong and open relationship with our employees. As an employer, CHEC offers a great place to work and an enthusiastic team to work within.
Amongst the benefits of becoming a CHEC team member are: Get support if you have a disability or health condition.
At CHEC, we are committed to ensuring everyone has equal access and opportunity throughout the recruitment process. If you require any reasonable adjustments or have any general queries regarding this position, please contact a member of our team at careers@chec.uk or call 01772 286168.
Complaints Manager in Preston employer: Community Eyecare
Contact Detail:
Community Eyecare Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Manager in Preston
✨Tip Number 1
Network like a pro! Reach out to current or former employees at CHEC on LinkedIn. A friendly chat can give you insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions related to complaints management. Think about how you’d handle specific scenarios, as they’ll want to see your problem-solving skills in action.
✨Tip Number 3
Show off your analytical side! Be ready to discuss how you've used data to improve processes in past roles. This will highlight your ability to contribute to CHEC's continuous quality improvement agenda.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the CHEC team!
We think you need these skills to ace Complaints Manager in Preston
Some tips for your application 🫡
Show Your Empathy: When drafting your application, make sure to highlight your ability to handle complaints with empathy and professionalism. We want to see how you can connect with people and understand their concerns.
Be Clear and Concise: Your written application should be straightforward and to the point. Use clear language to describe your experience and skills, especially in managing complaints and investigations. We appreciate clarity!
Tailor Your Responses: Make sure to tailor your application to the specific role of Complaints Manager. Reference the job description and show us how your background aligns with our needs. This helps us see why you're a great fit!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Community Eyecare
✨Know the NHS Complaints Regulations
Familiarise yourself with the NHS Complaints Regulations and internal governance frameworks. This will not only show your commitment to compliance but also help you articulate how you can ensure that complaints are managed effectively and empathetically.
✨Showcase Your Communication Skills
Prepare examples of how you've drafted clear and empathetic responses in previous roles. Being able to demonstrate your excellent written and verbal communication skills will be crucial, especially when discussing sensitive issues.
✨Highlight Your Analytical Skills
Be ready to discuss how you've used complaints data to identify trends and inform service improvements. This shows that you can think critically and contribute to the continuous quality improvement agenda.
✨Emphasise Team Collaboration
Since the role involves working collaboratively with families and stakeholders, prepare to share experiences where you've successfully coordinated with teams. Highlight your proactive approach to problem-solving and your ability to maintain strong relationships.
