Complaints & Resolution Manager

Complaints & Resolution Manager

9-Month Fixed-Term Contract | £55,865 | 90% Remote

Will Consider Part Time Manchester HQ (with occasional travel to London)

We're seeking an experienced Complaints & Resolution Manager to lead the handling of complex, sensitive and high-impact complaints, with a strong focus on healthcare and mental health-related cases.

This role is particularly suited to individuals with experience in the NHS, mental health services, or similarly regulated environments, where managing vulnerable individuals, emotionally distressing situations, and safeguarding considerations is essential.

You'll play a critical role in ensuring complaints are handled with compassion, fairness, and clinical awareness, while maintaining robust governance and accountability.

What You'll Be Doing

Lead the end-to-end management of complaints, including highly sensitive cases involving mental health, wellbeing, or vulnerable individuals.
Conduct thorough, evidence-based investigations in line with healthcare and regulatory standards (e.g. NHS complaints frameworks or similar)
Handle distressing subject matter with professionalism, empathy, and emotional intelligence
Produce clear, high-quality reports with findings and recommendations for senior stakeholders
Act as a key contact for complainants, ensuring trauma-informed and compassionate communication throughout
Identify trends within complaints, particularly those linked to service quality, patient experience, and clinical environments
Drive improvements to processes, ensuring alignment with best practice in healthcare complaints handling
Support governance processes, including reporting into committees and senior leadership forums
Ensure adherence to data protection, safeguarding, and healthcare governance standards
We're looking for someone who:

Has significant experience managing complaints or investigations in a regulated environment (ideally NHS, healthcare, or mental health services)
Is confident in handling highly sensitive, complex and emotionally challenging cases.
Has experience working with vulnerable individuals or safeguarding-related issues
Demonstrates strong empathy, resilience, and emotional intelligence in difficult situations
Is an excellent communicator, able to convey complex information clearly and sensitively.
Can work independently in a remote environment while managing competing priorities
Has a strong analytical mindset, with experience of improving systems and service outcomes.
Highly Desirable

Direct experience within the NHS, mental health services, or talking therapies
Understanding of NHS complaints procedures or healthcare regulatory frameworks
Experience working with clinical teams, patient safety, or safeguarding processes
Exposure to handling complaints relating to mental health care, therapy services, or patient experience
Experience supporting governance structures such as clinical review panels or committees
Apply Now

If you bring experience in healthcare or mental health complaints handling and have the resilience and compassion to manage sensitive cases, we'd love to hear from you.

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at (url removed)
Only candidates based in UK and eligible to work in UK are allowed