Complaints & Resolution Manager in Manchester

9-Month Fixed-Term Contract | £55,865 | 90% Remote Will Consider Part Time Manchester HQ (with occasional travel to London)

We’re seeking an experienced Complaints & Resolution Manager to lead the handling of complex, sensitive and high-impact complaints, with a strong focus on healthcare and mental health-related cases. This role is particularly suited to individuals with experience in the NHS, mental health services, or similarly regulated environments, where managing vulnerable individuals, emotionally distressing situations, and safeguarding considerations is essential.

You’ll play a critical role in ensuring complaints are handled with compassion, fairness, and clinical awareness, while maintaining robust governance and accountability.

What You’ll Be Doing

• Lead the end-to-end management of complaints, including highly sensitive cases involving mental health, wellbeing, or vulnerable individuals.
• Conduct thorough, evidence-based investigations in line with healthcare and regulatory standards (e.g. NHS complaints frameworks or similar).
• Handle distressing subject matter with professionalism, empathy, and emotional intelligence.
• Produce clear, high-quality reports with findings and recommendations for senior stakeholders.
• Act as a key contact for complainants, ensuring trauma-informed and compassionate communication throughout.
• Identify trends within complaints, particularly those linked to service quality, patient experience, and clinical environments.
• Drive improvements to processes, ensuring alignment with best practice in healthcare complaints handling.
• Support governance processes, including reporting into committees and senior leadership forums.
• Ensure adherence to data protection, safeguarding, and healthcare governance standards.

We’re looking for someone who:

• Has significant experience managing complaints or investigations in a regulated environment (ideally NHS, healthcare, or mental health services).
• Is confident in handling highly sensitive, complex and emotionally challenging cases.
• Has experience working with vulnerable individuals or safeguarding-related issues.
• Demonstrates strong empathy, resilience, and emotional intelligence in difficult situations.
• Is an excellent communicator, able to convey complex information clearly and sensitively.
• Can work independently in a remote environment while managing competing priorities.
• Has a strong analytical mindset, with experience of improving systems and service outcomes.

Highly Desirable

• Direct experience within the NHS, mental health services, or talking therapies.
• Understanding of NHS complaints procedures or healthcare regulatory frameworks.
• Experience working with clinical teams, patient safety, or safeguarding processes.
• Exposure to handling complaints relating to mental health care, therapy services, or patient experience.
• Experience supporting governance structures such as clinical review panels or committees.

If you bring experience in healthcare or mental health complaints handling and have the resilience and compassion to manage sensitive cases, we’d love to hear from you.