Complaints & Resolution Manager

Complaints & Resolution Manager\n\n9-Month Fixed-Term Contract | £55,865 | 90% Remote\n\nWill Consider Part Time Manchester HQ (with occasional travel to London)\n\nWe're seeking an experienced Complaints & Resolution Manager to lead the handling of complex, sensitive and high-impact complaints, with a strong focus on healthcare and mental health-related cases.\n\nThis 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.\n\nYou'll play a critical role in ensuring complaints are handled with compassion, fairness, and clinical awareness, while maintaining robust governance and accountability.\n\nWhat You'll Be Doing\n\nLead the end-to-end management of complaints, including highly sensitive cases involving mental health, wellbeing, or vulnerable individuals.\nConduct thorough, evidence-based investigations in line with healthcare and regulatory standards (e.g. NHS complaints frameworks or similar)\nHandle distressing subject matter with professionalism, empathy, and emotional intelligence\nProduce clear, high-quality reports with findings and recommendations for senior stakeholders\nAct as a key contact for complainants, ensuring trauma-informed and compassionate communication throughout\nIdentify trends within complaints, particularly those linked to service quality, patient experience, and clinical environments\nDrive improvements to processes, ensuring alignment with best practice in healthcare complaints handling\nSupport governance processes, including reporting into committees and senior leadership forums\nEnsure adherence to data protection, safeguarding, and healthcare governance standards\nWe're looking for someone who:\n\nHas significant experience managing complaints or investigations in a regulated environment (ideally NHS, healthcare, or mental health services)\nIs confident in handling highly sensitive, complex and emotionally challenging cases.\nHas experience working with vulnerable individuals or safeguarding-related issues\nDemonstrates strong empathy, resilience, and emotional intelligence in difficult situations\nIs an excellent communicator, able to convey complex information clearly and sensitively.\nCan work independently in a remote environment while managing competing priorities\nHas a strong analytical mindset, with experience of improving systems and service outcomes.\nHighly Desirable\n\nDirect experience within the NHS, mental health services, or talking therapies\nUnderstanding of NHS complaints procedures or healthcare regulatory frameworks\nExperience working with clinical teams, patient safety, or safeguarding processes\nExposure to handling complaints relating to mental health care, therapy services, or patient experience\nExperience supporting governance structures such as clinical review panels or committees\nApply Now\n\nIf you bring experience in healthcare or mental health complaints handling and have the resilience and compassion to manage sensitive cases, we'd love to hear from you.\n\nHays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at (url removed)