Clinical Complaints Case Manager
At a glance
- Band
- Band 6
- Contract
- Permanent
- Pattern
- Full-time
- Posted
- 21/09/2026
- Closes
- 05/10/2026
Sponsorship verdict
Candidates needing sponsorship are encouraged to apply.
HiveMind found a sponsorship-friendly statement in the source advert welcoming applicants who require a visa. Always confirm on the source before applying.
“Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications.”Quoted verbatim from the source advert
Role summary
This role involves managing a caseload of formal complaints within the NHS, ensuring they are thoroughly investigated and responded to in line with national and local policies. The postholder will analyze complaints, conduct investigations, monitor progress, and draft sensitive response letters on behalf of the Chief Executive. The aim is to resolve complaints and use feedback to improve patient experience. This challenging position requires dealing with highly sensitive situations daily, working with patients, relatives, and staff.
Essential criteria
- Degree level or equivalent
- ECDL or equivalent IT skills
Desirable criteria
- Counselling qualification
- Professional Registration
- Knowledge and experience of handling complaints in an NHS setting
- Experience of working in the NHS with knowledge and understanding of current healthcare and patient safety issues
- Experience of designing and delivering training
- Statistical analysis and report writing
- Knowledge of clinical governance, risk management and associated control mechanisms
- Ability to assimilate a range of complex information and make judgments
- Excellent interpersonal and communication skills
- Ability to deal with conflicting demands ensuring that key priorities and deadlines are met through effective time management
- Degree level or equivalent
- ECDL or equivalent IT skills
- Counselling qualification
- Professional Registration
- Knowledge and experience of handling complaints in an NHS setting
- Experience of working in the NHS with knowledge and understanding of current healthcare and patient safety issues
- Experience of designing and delivering training
- Statistical analysis and report writing
- Knowledge of clinical governance, risk management and associated control mechanisms
- Ability to assimilate a range of complex information and make judgments
- Excellent interpersonal and communication skills
- Ability to deal with conflicting demands ensuring that key priorities and deadlines are met through effective time management
Useful to know
Agenda for Change 2024/25 pays Band 6 at £37,338 – £44,962 a year, across England.
This advert: £39,959 – £48,117 — outside the standard scale; check for HCAS/London weighting.
Posted 1d ago · Closes in 14d
Plenty of time to prepare a strong application.
Full advert · preview
The Shrewsbury and Telford Hospital NHS Trust
Clinical Complaints Case Manager
The closing date is 05 October 2026
Job summary
Are you seeking a change of role where you can have a positive impact upon the patient experience and where no two days are the same? If so, then this may be the role for you. The Patient Services team provides an accessible and responsive complaints service, ensuring that all complaints are fully investigated, and used to improve the care we deliver. In this challenging post, you will join a team that aims to resolve complaints, and uses the feedback obtained to influence and improve the patient experience. Dealing with highly sensitive situations on a daily basis, you will work with patients, relatives and staff to ensure that complaints are investigated and improvement is embedded.
The postholder will be responsible for managing a caseload of formal complaints, in line with national and local policy, ensuring that all elements are fully investigated and responded to.
Main duties of the job
- Responsible for the management of a caseload of formal complaints in line with national and local policy
- To analyse all complaints on receipt identifying key issues for investigation
- Undertake investigations of all formal complaints, some of which are highly complex, ensuring that the investigation is fair, thorough and proportionate to
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