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Complaints Manager for Unplanned Care
Department Complaints and PALS Team
Band 6 £37,338 - £44,962 per annum
Hours: 37.5 per week, all MKUH roles will be considered for flexible working
The Complaints and PALS team are looking to recruit a dynamic and self-motivated individual who can manage the formal complaint process. The role will manage the formal complaint process for unplanned services.
If you are successful, you would need to be caring and ensure that patients and families are at the heart of everything they do, be able to build good relationships with senior staff in the organisation and be able to provide a seamless service for our complainants.
The successful candidate will have a proven track record in dealing with NHS complaints through to resolution and will need to have fantastic communication skills to be able to formulate complex complaint responses to the highest of standards.
The successful candidate will be someone who wishes to progress in the field of complaint handling/patient experience and wants to contribute their experience and skills to make a difference in #TeamMKUH and the perspective of complaints.
'We care We communicate We collaborate We contribute'
Interview date; 13.08.2025
Previous applicants need not apply.
- To be responsible for managing the delivery of a formal complaints service for complainants and to the divisions to ensure an efficient and effective complaints service that investigates formal complaints to the highest standards – leading this service provision for Unplanned Care (Divisions of Medicine and Core Clinical)
- To provide non-clinical advice, information and a signposting service to patients and their families.
- To provide necessary expertise and support to the divisional triumvirates in the drafting of written responses to formal complaints.
- To take an active role and be responsible for maintaining accurate information to support the audit of complaints.
- To ensure the action taken and lessons learned following the investigation of complaints are recorded on Radar and these actions are shared with the divisions, and where appropriate Trust wide, and are referenced in any reporting to the divisions or the Trust Board.
- To support and develop the Complaint Officers ensuring they are responsive to the needs of complainants and staff and that complaints are recorded accurately and to a high standard from a quality perspective.
'Administrative and Clerical staff feel supported with flexible working at MKUH, reporting 6.82 out of 10, and a 76% feel strongly about approaching their managers regarding flexible working.’ (NHS Staff Survey 2024).
Benefits
You can expect a warm welcome at Milton Keynes University Hospital, our staff are friendly and welcoming. We listen to each other and work together to embed our Trusts values and behaviours. At MKUH we appreciate our staff and reward them with an outstanding benefits package including:
- Free on-site parking
- Free refreshments
- Great flexible working opportunities
- Discounted gym membership
- Lease car scheme
- Generous annual leave and pension scheme
- On site nursery (chargeable)
- Extensive staff health and well-being programme
Milton Keynes University Hospital NHS Foundation Trust, in partnership with the University of Buckingham, is a University Teaching Hospital; we conduct research and teaching on site to improve the care of our patients. The hospital is undergoing significant investment, and we are proud to be rated good by the CQC. Visit our website to catch up on our latest news.
For further details / informal visits contact: Name: Julie Goodman Job title: Head of Patient & Family Experience Email address:
[email protected]