Complaints and Resolution Manager

Complaints and Resolution Manager9-Month Fixed-Term Contract 55,% RemoteWill Consider Part Time Manchester HQ (with occasional travel to London)We''re seeking an experienced Complaints and 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 DoingLead 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 intelligenceProduce clear, high-quality reports with findings and recommendations for senior stakeholdersAct as a key contact for complainants, ensuring trauma-informed and compassionate communication throughoutIdentify trends within complaints, particularly those linked to service quality, patient experience, and clinical environmentsDrive ..... full job details .....