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Complaints Case Manager

Cambridge University Hospital NHS Foundation Trust
£35,392 to £42,618 a year p.a. pro rata
Closing date
5 Jun 2024

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Other Health Profession
Band 6
Contract Type
Full Time
You will manage a caseload of complaints which includes analysing the issues raised, initiating the investigation, liaising with the appropriate staff members and complainants and arranging and facilitating local resolution meetings. You will also be analysing the information received in investigation reports, formulating high quality detailed letters that reflect investigation reports obtained and which can be sent to the complainant and other relevant bodies under cover of a letter from Chief Executive, risk rating and categorisation of issues raised to inform the data analysis and reporting process.

Main duties of the job

Independently manage a caseload of complex, sensitive complaints and concerns under minimal direction of senior complaints staff.

To be accountable for own actions, using own initiative to manage and coordinate day to day caseload, re-prioritising as necessary.

After initial triage by senior complaints staff, identify the appropriate staff to respond to the issues raised in the complaint.

Liaise with senior Trust staff (including Consultant medical staff, heads of department and Senior Clinical Nurses), and the complainant if required, in order to obtain appropriate and comprehensive investigation reports in a timely manner.

Review complaint files and assess if the information provided addresses all issues raised in the complaint identify missing information and/or discrepancies and escalate issues of concern to senior complaints staff for consideration of further action, and pursue issues with appropriate staff.

Challenge colleagues at all levels of seniority when necessary.

About us

Our Trust

Cambridge University Hospitals (CUH) NHS Foundation Trust comprises Addenbrooke's Hospital and the Rosie Hospital in Cambridge. With over 12000 staff and over 1100 beds the priorities of the Trust focus on a quality service which is all about people - patients, staff and partners. Recognised as providing 'outstanding' care to our patients and rated 'Good' overall by the Care Quality Commissioner, is testament to the skill and dedication of the people who work here. CUH's values - Together - Safe, Kind, Excellent - are at the heart of patient care, defining the way all staff work and behave. The Trust provides accessible high-quality healthcare for the local people of Cambridge, together with specialist services, dealing with rare or complex conditions for a regional, national and international population.

CUH is committed to promoting a diverse and inclusive community - a place where we can all be ourselves. We value our differences and fully advocate and support an inclusive working environment where every individual can fulfil their potential. We want to ensure our people are truly representative of all the communities that we serve. We welcome applications for all positions in the organisation irrespective of people's age, disability, ethnicity, race, nationality, gender identity, sex, sexual orientation, religion or belief, marriage and civil partnership status, or pregnancy and maternity status or social economic background.

Job description

Job responsibilities

Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.

This vacancy will close at midnight on the 3rd June 2024.

Interviews are due to be held on the 18th June 2024.

Benefits to you

We offer development opportunities and a wide range of benefits including on-site leisure facilities, shopping concourse, day nurseries and access to a great transport system with easy access to airports and rail travel.

Please note if you would like to discuss the required hours of this role further, you should approach the contact given. In some cases, alternative working hours will be considered.

We welcome applications from the Armed Forces.

Person Specification



  • Educated to degree level, or equivalent in terms of experience.
  • Evidence of on-going professional development.


  • A level English language or literature.



  • Working in a team.
  • Complaints/customer care management experience in healthcare, or equivalent project management experience.


  • Experience of working in a healthcare setting with multi-professional healthcare team/s.
  • Experience of working within the NHS.



  • Understanding of complaint legislation and practical application of this.
  • Knowledge of confidentiality and data protection.


  • Understanding of the organisation of the NHS.



  • Excellent written communication skills.
  • Ability to analyse complex information and synthesise written communications: demonstrable analytical and judgmental skills.
  • Capable of working independently and also as an integral member of a team.
  • Flexible and adaptable to changing situations due to workload and colleagues' needs.
  • Effective time-management, including working to strict deadlines and ability to organise work around competing demands.
  • Excellent interpersonal skills.
  • Excellent use of Microsoft Office (Word, Outlook).
  • Ability to prioritise and organise own work.
  • Administration & recording keeping in an office environment.


  • Knowledge and understanding of medical terminology.

Additional Requirements


  • Capable of developing liaisons with broad range of stakeholders (internal & external).
  • Proactive and self-motivated with drive and enthusiasm.
  • Persistent, resilient and able to withstand constructive criticism.
  • Discreet and able to work confidentially.
  • Integrity and diplomacy.
  • Professional manner and attitude.
  • Sensitive to the needs of grieving/emotional complainants.
  • The ability to understand and behave at all times, towards patients, visitors and colleagues according to the Trust values of safe, kind, excellent.

Employer details

Employer name

Cambridge University Hospital NHS Foundation Trust


Addenbrookes Hospital-Division Corporate

Hills Road



Any attachments will be accessible after you click to apply.


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