At a Glance
- Tasks: Manage and resolve patient complaints with empathy and professionalism.
- Company: Skylight Psychiatry, a dynamic mental health service focused on improving lives.
- Benefits: Competitive salary, annual leave, professional development, and birthday off.
- Other info: Hybrid work environment with a commitment to diversity and inclusion.
- Why this job: Make a real difference in patients' lives while developing your career.
- Qualifications: Experience in managing complaints and excellent communication skills.
The predicted salary is between 40000 - 45000 £ per year.
- Complaints & Resolution Manager
- Reports to: Quality & Governance Lead
- Location: Basingstoke - Hybrid (predominantly remote with occasional travel as required)
Skylight Psychiatry is a forward thinking, dynamic mental health service.
We are a CQC registered service delivering person-centred assessment, care and support, with our ultimate aim being to improve the lives of people with neurodevelopmental conditions such as ADHD, Autism and Learning disabilities.
Role Purpose
The Complaints & Resolution Manager will provide dedicated capacity for the effective management and resolution of formal patient complaints.
The post-holder will manage complaints from receipt through to resolution, using sound judgement and working independently within agreed parameters, while escalating more complex or significant matters where appropriate.
The role will work collaboratively across clinical, operational, governance and patient-experience teams to support timely responses, positive resolution and organisational learning.
Key Responsibilities
- Manage formal patient complaints from receipt through to resolution, ensuring they are handled fairly, sensitively and within required timescales.
- Investigate complaints, gather relevant information and coordinate input from clinical, operational and other colleagues as required.
- Draft clear, empathetic and evidence-based responses and independently resolve routine complaints within agreed authority.
- Recognise and elevate complex, significant or specialist matters appropriately.
- Maintain accurate complaint records and support effective tracking and reporting.
- Provide advice and guidance on complaints and concerns where appropriate, including supporting early resolution.
- Identify recurring themes and learning from complaints and contribute to service improvement.
- Contribute to the development of complaints processes, guidance, templates and training.
- Support the handling of Subject Access Requests and other data rights requests, including gathering and reviewing information and preparing responses.
- Escalate complex data protection matters or requests requiring specialist or DPO input.
Person Specification
Essential
- Experience of managing complaints, concerns or complex casework within healthcare, social care or another regulated service environment.
- Experience of investigating and resolving cases independently and knowing when escalation is required.
- Excellent written and verbal communication skills, including the ability to draft high-quality formal responses.
- Sound judgement, with the ability to review information objectively and reach fair, evidence-based conclusions.
- Confidence communicating sensitively and professionally with people who may be distressed, dissatisfied or frustrated.
- Strong organisational and case-management skills, with the ability to manage competing priorities and deadlines.
- Ability to work collaboratively across clinical, operational and non-clinical teams.
Desirable
- Experience of complaints handling within NHS-funded or independent healthcare services.
- Understanding of healthcare complaints, patient safety and regulatory expectations.
- Experience of identifying themes from complaints and contributing to service improvement.
- Experience of supporting Subject Access Requests or other data rights requests.
- Experience within mental health, neurodevelopmental or autism/ADHD services.
Benefits
- Opportunities for professional development and growth within the service
- Annual salary review
- 25 days annual leave.
- Pension scheme offered
- Birthday off as additional leave
- Work related electronic devices provided
At Skylight Psychiatry, we are committed to fostering a fair and inclusive workplace where everyone can thrive and reach their full potential.
We recognise that diverse teams encourage creativity and productivity, so we warmly welcome applications from individuals of all backgrounds.
We encourage candidates to apply regardless of age, gender, gender identity or expression, religion or belief, disability, ethnicity, or sexual orientation.
Together, we create an environment that values and celebrates diversity!
Job Types: Full-time Permanent
Work Location: Hybrid remote in Basingstoke, RG24 8AG.
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Complaints & Resolution Manager in Basingstoke employer: Skylight Psychiatry Ltd
Skylight Psychiatry is an exceptional employer that prioritises a supportive and inclusive work culture, making it an ideal place for those passionate about mental health. With a focus on employee growth, we offer flexible working arrangements, additional leave, and opportunities to engage in company events, all while fostering a diverse environment where every team member can thrive. Located in a dynamic setting, our team is dedicated to improving the lives of individuals with neurodevelopmental conditions, ensuring that your role as a Receptionist will be both meaningful and rewarding.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints & Resolution Manager in Basingstoke
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We think you need these skills to ace Complaints & Resolution Manager in Basingstoke
Some tips for your application 🫡
Highlight Your Relevant Experience:When applying for a role in health sciences administration, it's super important to spotlight any relevant experience you have in healthcare settings. Whether you've worked in a hospital, a clinic, or any related environment, make sure to detail those roles in your CV – focusing on your responsibilities and achievements that align with the job at Skylight Psychiatry Ltd.
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Tailor Your Documents to the Job:Don't use a one-size-fits-all approach! Make sure your CV and cover letter are specifically tailored for this role. Highlight any certifications you have relevant to health administration, and ensure you clearly connect your previous roles to the skills needed for the full-time position at Skylight Psychiatry Ltd. This way, you're showing them you’ve done your homework and are genuinely interested in being a part of their team.
How to prepare for a job interview at Skylight Psychiatry Ltd
✨Showcase Your Administrative Skills
In health sciences administration, being organised is key. Make sure you can demonstrate your skills in managing schedules, paperwork, and data accurately. Be ready to discuss specific tools you've used, like electronic health record systems or scheduling software, and how they improved efficiency in your past experiences.
✨Know Your Regulations
Familiarity with healthcare regulations and compliance is crucial. Brush up on HIPAA, GDPR, or other relevant policies before your interview. We recommend preparing examples of how you've ensured compliance or handled sensitive information in past roles—this will show you're not just knowledgeable but also responsible.
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Interviews for administrative roles often involve scenario-based questions to assess your problem-solving skills. Practice responses to common situations you might face, such as dealing with a challenging patient or managing a sudden schedule change. This will not only demonstrate your ability to think on your feet but also highlight your interpersonal skills.
✨Align Your Goals with the Organisation
As a full-time candidate, employers will want to know how your long-term career goals align with their mission. Take some time to research Skylight Psychiatry Ltd’s values and be ready to tie your passion for health sciences administration into their objectives. Demonstrating enthusiasm and career alignment can be a game-changer in this competitive field!
