Complaints Manager job description

To manage a dynamic and complex complaints caseload to include determination
of whether legal advice is required on issues relating to complaints
• To directly manage the Complaints Administrative team.
• To assist in the development and maintenance of systems for the management of complaints
• To assist in the development and management of procedures and policies for
complaints
• To develop and deliver education and training in relation to complaints management
and customer care support education initiatives
• To promote governance development within and ensure feedback to the Divisions

-Undertaking complex audits as appropriate using research methodology to benchmark complaint handling and monitor performance
- Participation in ongoing programmes of training and development in relation to the complaint handling processes
- Evaluation of complaints activity in terms of quality, scope and methodology and making appropriate recommendations
- Undertaking complex audits as appropriate using research methodology to benchmark complaint handling and monitor performance

*To directly manage the Complaints Administrative team
• To deputise for the Head of Department
• Overseeing the progression of action plans for red graded complaints and for investigations by external agencies
• Leading on specific components of ongoing external assessments
• To contribute to the development and implementation of the company Governance Strategy in relation to complaints
To lead the development of specific delegated policies, procedures or guidelines relating to complaints
• To work with the Head of Department to ensure that the learning needs of staff in relation to complaints handling are identified and that appropriate training is provided.
• To monitor trends, highlight risk factors etc to include production of an annual report on complaints, monitoring trends, response
times, outcomes and action arising from complaints

MANAGEMENT RESPONSIBILITIES
• To accept direct management of staff in the Complaints Administrative team in order to monitor individual and team performance, and take any appropriate corrective action.
• To ensure that directly managed Complaints Administrative staff provide adequate support to the Complaints team and Divisions
• To undertake the appraisal of directly managed staff and support their development
• To ensure that the quality of work leaving the Department is to a high standard and is appropriately disseminated throughout the organisation
• To support the Head of Department through the coordination of manage the recruitment and selection of staff in the Complaints and Litigation Department

OTHER RESPONSIBILITIES
• To keep up to date with current issues regarding complaints and risks and ensure that managers are kept informed of developments and their implications
• To represent the Head of Department at meetings as delegated.
• To lead on projects as delegated by the Head of Department.
• To support the development and implementation of policies and procedures.
• To work to achieve the objectives of the Complaints and Litigation Department.
• To support the activities of the Complaints and Litigation Department as is otherwise required

EXPERIENCE

Substantial experience in the following: lead on the investigation of complexcomplaints and drafting high-level responses and providing advice relating to complaints or a related area within a large multi-layered organisation

Managing staff in a complex organisation

Identifying and promoting service improvements within a large, multi-layered organisation

Using database and word processing software

Operating effectively as a case manager

Leading complex negotiations across departmental boundaries in difficult circumstances.

Instigating change in areas which are not within the span of the post holder’s control.

Designing and delivering training.

Facilitating change and innovation

Statistical analysis and presentation of complex information

PERSONAL QUALITIES AND SKILLS

Ability to rapidly assimilate a range of complex information and make expert judgements.

High level of accuracy and attention to detail

Ability to influence and persuade senior members of staff, to review and alter practices, where necessary.

Personal resilience and ability to perform effectively in a pressurised environment

Innovator with a positive “can do” attitude and a positive attitude to change.

Ability to think strategically and see the bigger picture

Strong completer/finisher skills

Highly motivated self-starter, willing and able to act on own initiative, as well as work within a team

Ability to deputise for Head of Department and represent the co at a senior level both internally and externally

Ability to deal with conflicting demands ensuring key priorities and deadlines are met through effective time management.

Well developed IT skills (including word processing, databases, spreadsheets and presentations)

Ability to assess and make effective decisions under pressure in complex clinical situations

Complaints Manager job description

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