Complaints Manager

Job Description

Are you an experienced complaints manager looking for an opportunity to work with a leading mental health organisation? If you understand FCA regulated environments and want to make a difference then Onebright wants to hear from you.

About the Opportunity
The Complaints Manager will lead a small team who will proactively manage client complaints across the Onebright services. Working closely with the clinical and operations teams, you will be able to identify the root cause of dissatisfaction, respond appropriately to clients quickly and effectively, providing feedback and instigating improvement initiatives and recommendations as needed.. You will be the source of expertise on complaints regulations and handling, ensuring that any new regulations or processes are effectively communicated and embedded across the organisation.

What we are looking for ..

High level understanding of the essential principles and components of clinical or FCA regulated working environment.
Knowledge of confidentiality codes, procedures, and legislation.
5 years + Management experience in a complaints management role

About Onebright …
At Onebright we help individuals and organisations with mental health and wellbeing solutions, providing every person with the best mental healthcare, offering hope for a better future. We work across the mental health continuum from performance optimisation, early intervention, prevention, and treatment.

Onebright has been providing clinical excellence in mental health across the UK for 30 years. It is a pioneer in clinical assessments and treatment for children through to adults, delivering services through more than 3,000 clinicians in 49 languages to more than 55,000 people per year.
Our deep understanding of mental health and unrivalled clinical expertise enables us to support businesses from the first interaction with us through to recovery. We have a breadth of existing relationships with the UK’s leading service providers of EAP, PMI and OH which gives us a unique ability to deliver consistent care to employees from whichever channel they reach us.
At Onebright, we lead with integrity and compassion and are here to help our clients every step of the way.

Benefits Included:
Annual leave is 26 days + All Bank Holidays
Additional Annual holiday for every year you are with us after 2 years service
Employee Assistance Program
Private Company Pension
Rewards Gateway accessing Onebright discounted services and offers.
Technology package supplied to support you at home.
Holiday Purchase Policy
Hybrid working

Additional information
Onebright is committed to delivering in line with 'safer recruitment' principals and therefore the successful candidate will be required to undertake a credit check and a DBS check (Enhanced or Standard) with the Disclosure and Barring Service (DBS), the cost of which will be met by Onebright.
Onebright is committed to adhering to the Equality Act 2010 and provides equal opportunities to all applicants, staff and clients. Should you wish to discuss any adjustment or assistance you might need in the application or interview process, please contact our Recruitment Team and we will organise appropriate support.
Please note, all applicants must be legally entitled to accept and perform work in the UK and we will seek to complete a Right To Work check for all candidates.
For further information please email

[email protected]

or call the Onebright Recruitment Team on 01904 933519 for more information.