Bank Worker Concerns Lead

?? Location: London (NHS Trust)
?? Contract: Full Time, Permanent
? Company: Reed Talent Solutions

Are you passionate about fairness, resolution, and making a real difference in people's working lives? We're looking for a confident and compassionate Bank Worker Complaints Lead to join our team supporting a leading NHS Trust in London.

In this pivotal role, you'll be the go-to person for managing and resolving complaints involving bank workers-ensuring every case is handled with professionalism, empathy, and integrity. Your work will directly contribute to improving the experience of temporary staff and strengthening trust across the organisation.

• Leading investigations into complaints raised by or about bank workers, ensuring compliance with employment law and NHS policies.
• Collaborating with managers and stakeholders to address concerns ranging from attendance to conduct.
• Interviewing involved parties, gathering evidence, and maintaining accurate, confidential records.
• Presenting findings at formal hearings and producing clear, structured reports.
• Using data to drive improvements in HR policies and training.
• Championing a culture of fairness, accountability, and continuous improvement.

• CIPD Level 5 qualification (or working towards it).
• Solid experience in HR or employee relations, ideally in a fast-paced environment.
• A strong grasp of employment law and the Agency Workers' Directive.
• Excellent communication skills-both written and verbal.
• A calm, methodical approach to sensitive situations and investigations.

• First response to complaints within 24 working hours
• Average resolution time of 28 days
• 85% resolution success rate
• Less than 15% of complaints reopened
• Less than 10% escalation rate
• 100% compliance with process
• High accuracy in communication and record-keeping

At Reed Talent Solutions, we believe in the power of people. You'll be part of a supportive, mission-driven team that values your expertise and encourages your growth. This is your chance to make a meaningful impact in the NHS while developing your career in a role that truly matters.

Ready to lead with empathy and integrity?
Apply now and help shape a better experience for NHS bank workers.

Proud winners of:

• #1 Recruitment Agency - Glassdoor Best Places To Work 2020
• The JobCrowd Top Companies for Graduates to Work For 2021
• The JobCrowd Top Companies for Apprentices to Work For 2021

Our values, your values; our future, your future

All job offers are subject to satisfactory references and compliance with vetting requirements applicable to the job role. Reed is an equal opportunities employer. We aim to ensure that no candidate or employee receives less favourable treatment on the grounds of gender, race, disability, sexual orientation, religion or belief, age, gender identity, marital or civil partnership status, pregnancy or maternity. We are a Mindful Employer and offer a guaranteed interview scheme for disabled applicants who meet the minimum criteria. As a proud signatory of the Armed Forces Covenant, we welcome applications from ex-services personnel and reservists.