Complaints Manager (Bank)

Job Description:

Complaints Manager (Bank)

Cromwell Hospital, Kensington, SW5 0TU (5 mins walk from Earls Court underground or 7 mins walk from Gloucester Road underground.)

£31ph

Advert Expires: - 06/03/2026

How you’ll help us make health happen

Reporting to the Head of Clinical Governance and Risk, the Complaints Manager is a visible and approachable leader who prioritises a patient and care-centred approach and ensures collaborative and expedient methods are taken to achieve resolution of complaints and concerns received.

This is a pivotal role in achieving the Hospitals mission to deliver world class care which is expertly tailored to the needs of individuals.

Key Responsibilities:

• Design, implement, monitor, and report on the complaints management framework, ensuring patient focused responses.

• Be responsible for the design, implementation, monitoring and reporting against the complaints management framework across Cromwell Hospital and its associated delivery sites.

• Ensure compliance with national legislation, contractual requirements, and best practices to drive service improvements.

• Accountable for ensuring the organisation listens and proactively responds to complaints and concerns ensuring that meaningful and demonstrable action is taken to improve services.

• Develop and maintain policies and procedures that enable complaints and concerns to be responded to in a patient and carer focussed, robust and timely manner to a consistently high standard.

• Proactively case manage individual complaints ensuring appropriate de-escalation and resolution strategies are identified and implemented in a timely manner.

• Actively support department managers and leaders in investigating and responding to complaints and concerns ensuring investigations are undertaken and documented in accordance with root cause analysis and other relevant patient safety methodology.

• Proactively lead and manage the organisations relationship with the Independent Sector Complaints Advocacy Service (ISCAS) and other appropriate patient advocacy groups.

• Develop, implement and monitor programmes of training to ensure staff of all grades within the organisation have the relevant skills and knowledge to receive, investigate and resolve complaints and concerns at the earliest possible opportunity.

Key Skills / Qualifications:

• Significant experience of direct customer facing complaints in a healthcare setting.

• Stakeholder engagement experience across a wide range of internal and external stakeholders.

• Desirable to have clinical or operational service management experience.

• Experience of risk management system use (E.g. RL DATIX or equivalent)

• Data analysis and reporting skills.

Why Bupa?

We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring, and responsible in everything we do.

We encourage all our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That’s why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

If you require information regarding this role in an alternative format, please email: [email protected]

If you would like more information on the role, or would like to discuss other opportunities suited to your skills and experience, please contact [email protected]

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