Complaints Manager in Huddersfield

We are seeking a highly motivated and experienced Complaints & Customer Liaison Manager to lead the delivery of a responsive, compassionate and high-quality complaints service across Locala Community Partnerships. This is a key leadership role responsible for ensuring that patient feedback—including complaints, concerns and compliments—is managed effectively, professionally and within statutory requirements. You will play a vital part in improving patient experience by embedding learning and driving service improvements across the organisation.

Key Responsibilities

• Leadership & Service Management
  • Lead and manage a comprehensive complaints and customer liaison service from initial contact through to resolution.
  • Line manage the Customer Liaison Officer, ensuring effective administration and service delivery.
  • Ensure all complaints, concerns and comments are logged, investigated and responded to within agreed timescales.
  • Oversee robust processes for assessing complaint severity, identifying risk and ensuring appropriate escalation.
• Expert Advice & Stakeholder Engagement
  • Act as the organisation’s expert advisor on complaints handling and investigation.
  • Support colleagues in managing sensitive cases, ensuring professionalism and empathy throughout.
  • Liaise with patients, carers, internal teams and external agencies (e.g. NHS England, PHSO, CQC, Advocacy Services) to achieve the best outcomes.
• Quality Improvement & Learning
  • Embed learning from complaints into service development and continuous improvement.
  • Develop and maintain systems for sharing lessons learned and monitoring implementation of actions.
  • Facilitate the triangulation of feedback data (complaints, incidents, surveys) to enhance patient safety and experience.
  • Champion high-quality, meaningful responses to complaints across all services.
• Governance, Reporting & Compliance
  • Monitor and review complaint responses to ensure quality, completeness and compliance with statutory requirements.
  • Produce regular reports for senior leadership forums, including Patient Safety & Experience Committees and the Board.
  • Lead the development of comprehensive complaints reports and ensure timely submission of external returns.
  • Oversee implementation and monitoring of recommendations from regulatory and external bodies.
• Policy, Systems & Wider Quality Agenda
  • Develop, review and implement policies, procedures and guidance relating to complaints and patient feedback.
  • Support the use and development of Datix within the organisation.
  • Contribute to quality audits, regulatory inspections (e.g. CQC), and wider quality initiatives.
  • Support the Head of Independent Quality & Professional Development across local and national quality agendas.

About You

We are looking for someone who:

• Has significant experience in complaints management, governance or patient experience roles.
• Demonstrates strong leadership and people management skills.
• Has excellent communication skills and can handle sensitive situations with professionalism and empathy.
• Has a strong understanding of NHS complaints processes, regulatory requirements and best practice.
• Is highly organised, analytical and able to produce high-quality reports and insights.
• Is passionate about improving patient experience and driving meaningful change.

This role is not applicable for sponsorship and candidates must be able to demonstrate their right to work in the UK.

Benefits

Just a few of the benefits you can enjoy:

• Flexible working - We are committed to supporting our colleagues to have a good work‑life balance and welcome conversations about flexible working wherever possible.
• Generous pension - We offer a generous, defined contribution, pension scheme with matched contribution + 2% up to a maximum of 8%.
• Refer a Friend Scheme - If you know a friend or family member who works at Locala on a substantive contract, you may be able to take advantage of our Refer a Friend Scheme. You both could receive a reward of £500 each, after you have successfully started your role with us.

Equal Opportunities Statement

“Locala is a ‘Disability Confident’ employer and as such any disabled applicants who meet all the essential criteria are guaranteed to be invited to the assessment process.”