Job Description

Complaints Case Handler (FTC)


At Clinical Partners, we are proud to be one of the UK's leading providers of mental health services, working across both private and NHS sectors to support individuals and families facing emotional and psychological challenges. Our commitment to delivering safe, high-quality care is at the heart of everything we do.


We are seeking experienced complaints case handlers to independently manage and support a case load of complaints for Clinical Partners and Oxford ADHD Clinic, ensuring that all complaints and dissatisfactions are handled professionally, empathetically, and in accordance with NHS & ICSAS standards of governance, transparency, and service improvement.


This role is hybrid and may require occasional travel to our offices in Semley or London.

Key Responsibilities:

Manage a caseload of complaints and dissatisfactions, including triaging, early resolution, and escalation where necessary, ensuring compliance with NHS & ICSAS complaint handling standards. Lead or support all investigations into complaints (for stage 1's), gathering and verifying relevant information, and producing clear, factual reports that support resolution and learning. Act as a point of contact for complainants, families, staff, and external bodies, ensuring timely, sensitive, and informative communication throughout the complaint lifecycle. Provide guidance to patients and families on independent complaints and dissatisfactions advocacy services and facilitate resolution through mediation and constructive dialogue. Maintain and contribute to the development of complaints and dissatisfactions policies and procedures, ensuring alignment with NHS regulations & ICSAS guidance, legal frameworks, and best practice guidance. Produce compliance stats for your caseload regularly and as required and report these to the Complaints Lead and Complaints Manager Lead on a quality improvement project by collaborating with clinical and operational teams to ensure that learning from complaints and dissatisfactions leads to measurable service improvements and cultural change. Support training for staff on complaint handling, empathy, and resolution techniques, promoting positive and open complaints and culture dissatisfactions. Ensure all complaints and dissatisfactions are accurately logged and tracked using designated systems, and that records are maintained in accordance with data protection and audit requirements. Conduct audits of complaints records where necessary

Requirements:

Essential

Experience of managing a case load of complaints within a healthcare or public sector environment, ideally within mental health or social care services Proven ability to handle complex and sensitive complaints independently and empathetically Strong understanding of NHS complaints procedures and national guidance (e.g., NHS Complaints Regulations, Parliamentary and Health Service Ombudsman principles) Excellent written and verbal communication skills, with the ability to produce clear, factual, and sensitive correspondence and reports Strong organisational and planning skills, with the ability to manage multiple complaints simultaneously and meet deadlines Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook) and complaints management systems Ability to analyse data and identify trends to support service improvement Confidence in liaising with patients, families, clinicians, and external bodies in a professional and empathetic manner Awareness of how complaints influence patient experience, service delivery, and organisational reputation Understanding of equality, diversity, and inclusion principles in the context of complaint handling

Desirable

Accredited training in Root Cause Analysis or equivalent investigative methodology Knowledge of relevant legislation including the Duty of Candour, GDPR, and safeguarding protocols Experience delivering training or guidance on complaints handling and resolution Familiarity with SharePoint, Salesforce, or other enterprise platforms used for governance and reporting Familiarity with NHS digital systems for complaints tracking and reporting (e.g., Datix, Ulysses)

Remuneration and Benefits:

Salary starting from 30,000 per annum 25 days paid holiday (increasing with service to 28 days) plus bank holidays. A day off for your birthday. Healthcare Cash Plan Benefits Platform Life Assurance Discount Vouchers Flexible working opportunities to suit your personal needs Opportunities to take part in charitable events Access to a Wellbeing portal and Employee Assistance Programme (EAP)

Equal Opportunities Employer:

At Clinical Partners we are committed to creating an inclusive and diverse workplace. We believe that everyone deserves an equal opportunity to succeed, regardless of their background, race, gender, age, disability, sexual orientation, or any other characteristic. We welcome applications from all qualified candidates and strive to provide a supportive and respectful environment for all employees.

DBS Check Requirement:

Please note that this position requires a Disclosure and Barring Service (DBS) check as part of our commitment to safeguarding and ensuring the safety of our clients and staff. The successful candidate will be required to undergo a DBS check before commencing employment.