Complaints and Incidents Manager

About the role

Could you use your organisational skills, attention to detail and compassionate approach to help improve patient experience across Unscheduled Care? As Complaints and Incidents Manager, you will lead the coordination, management and monitoring of complaints, compliments and incidents across the Directorate. Working closely with patients, families, clinicians and service managers, you will ensure issues are investigated and resolved promptly, identify themes and learning opportunities, and support improvements in patient safety and quality of care.

This is an excellent opportunity to use your communication, governance and problem solving skills to influence positive change across a wide range of services. You'll build strong relationships with clinical and operational teams, shape how patient feedback informs service delivery, and play a key role in driving quality, safety and service development. The role offers variety, autonomy and the chance to see the direct impact of your work on both patient outcomes and organisational learning.

A workplace that invests in you

• A competitive salary that increases each 12 months until you reach the salary maximum.


• A generous annual leave entitlement, a Privilege Day and 10 Bank Holidays; your annual leave will increase after your first year and again after your third year.


• A flexi-time scheme where you can accrue additional time worked to take time off in line with the relevant flexi-time scheme.


• Subject to meeting eligibility criteria, the IOM Public Service offers two pension arrangements: the Isle of Man Government Unified Scheme 2011 or the Isle of Man Government Defined Contribution (DC) Arrangement.


• Access to the Learning, Education and Development training facility, which is exclusively for Public Service employees, to keep on top of your continuous professional development.


• Free access to the Isle of Man Government Staff Welfare Service which offers professional counselling, emotional support and signposting on a wide range of issues.


• Ability to apply for an unpaid career break after 3 years’ service.


• Access to the Isle of Man Public Service Cycle to Work scheme after your first year of employment.


• Access to the Noble’s Hospital staff canteen where you can purchase affordable meals, drinks and snacks.


• Free car parking.

Working for the Isle of Man Public Service

We are the largest employer on the island delivering a diverse range of services to the people of the Isle of Man. We care, nurture and value our employees’ wellbeing, development and career and place great importance on rewarding the commitment by our wonderful employees.

We support and promote flexible working, recognising the importance of working flexibly around your life and commitments and the benefits in improving work-life balance. We are happy to discuss flexible working arrangements where possible and if interested you should discuss this with the Recruiting Manager.

The Isle of Man Public Service is committed to creating an inclusive culture that celebrates equality, diversity and inclusion. We understand how a wide range of views and experiences can benefit us as we work together for the Isle of Man.

Your candidate experience is important to us. As a proud member of The Circle Back Initiative, we commit to respond to every applicant that applies for an Isle of Man Public Service role.

We are committed to net zero by 2050 and as an entire nation UNESCO Biosphere Reserve, we are transforming public services for a sustainable future and your contributions will directly benefit our community, economy, and environment.

Things to note

A standard police check is required for this post, the cost of which will be covered by the Isle of Man Government.

Please note a relocation package is not available for this role.