Quality and Resolutions Manager

Are you passionate about delivering outstanding customer experiences and driving meaningful change? We are on a mission to make a real difference — and we’re looking for a Quality and Resolution Manager to help lead the charge.

If you thrive on solving problems, leading with empathy, and making systems better for everyone, this is your chance to be part of something truly rewarding. Join us and help raise the standard of care.

Job Title: Quality and Resolution Manager

Reporting to: Director of Quality and Nursing

Location: Hybrid – Bristol Hub (up to 3 days in the office per week)

Salary: Up to £35,000 + up to 10% pa Bonus

Who are you?

You’re someone who is passionate about delivering an exceptional customer experience and thrives on resolving challenges to create better outcomes for both customers and colleagues.

You have a natural ability to lead, motivate, and develop high-performing teams, and you're driven by a desire to improve processes and promote a culture of learning and accountability. With a strong understanding of complaints management and healthcare regulations, you’re confident in handling complex issues with fairness, sensitivity, and efficiency.

You value transparency, champion continuous improvement, and are committed to ensuring every concern is addressed in a way that upholds safeguarding standards and regulatory compliance. If this sounds like you, we’d love to hear from you.

What will you do? (a full job description can be supplied):

• Lead the delivery of a compassionate, high-quality customer experience by managing complaints with empathy and professionalism.
• You’ll coordinate investigations with clinical and operational teams, ensure timely resolutions, and align outcomes with regulatory standards.
• From drafting responses to maintaining records and reporting insights, you’ll drive improvements in service and safety.
• Focused on learning and continuous improvement, you’ll track trends, support a just culture, and enhance the experience for patients, families, and staff.
• You'll also build strong external partnerships while maintaining strict confidentiality and data protection.

This is more than a management role — it’s an opportunity to lead with purpose and make a meaningful difference in how care is experienced and delivered.

Skills / Experience:

• Educated to GCSE level or equivalent in Math’s and English
• Experience in administering complaints or similarly complex process and co-ordination of complaint handling
• Knowledge of safeguarding and regulatory standards
• Experience of using complaints and incident management systems
• Experience in resolving complex multi-faceted complaints
• Excellent verbal and written communication and interpersonal skills
• Previous experience and ability to manage a high-performing team, setting goals and clear objectives
• Confident and proactive approach to problem solving ensuring matters are swiftly and satisfactorily resolved

Equality, diversity, and inclusion:

We put equality, diversity, and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all. We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they have the opportunity to contribute.

If you have a disability and would prefer to apply in a different format or would like us to make reasonable adjustments to enable you to apply or attend an interview, please contact us and we will talk to you about how we can assist.