Head of Complaints, Band 8a

Job summary

The post holder will be responsible for overseeing the Complaints services across the Trust, including line managing the teams, to ensure that the Trust complies with all external requirements and best practice in these areas. This will include robust investigations and timely responses, whilst working in partnership with patient safety colleagues, governance teams, senior managers and Trust staff. Oversee and lead responses to high level complaints and ensure they are responded to appropriately and within timeframe e.g. Public Health Service Ombudsman (PHSO), Members of Parliament (MPs) and the Care Quality Commission. They will create responsive strategies to ensure that patient feedback is responded to and acted upon to improve services and will engage with senior staff across the Trust to ensure that these are implemented locally. They will be responsible for accurate data capture, analysis and recording of complaints and PALS data in the complaints management system and associated activity/performance dashboards, creating new systems when required. They will ensure that all complaints are logged, investigated and answered with specified timescales in accordance with the Trust and NHSE and legal and regulatory standards

Main duties of the job

- The Trust's expert on NHS complaints handling, providing specialist advice to senior managers and Board members.

-Critical role providing leadership to the Trust's Complaints Team, including a wide range of monitoring and reporting responsibilities to Governance, Delivery and Assurance Groups, ensuring delivery of a consistently excellent complaints service to the Trust's patients, their families and carers and members of the public.

- Co-develop and lead complaints-related service improvement initiatives with Associate Directors (Safety, Experience and Effectiveness)

- Vital role in identifying and cascading organisational learning from complaints.

- Key point of operational interface between Divisions and the corporate complaints function.

About us

Joining our Complaints Team means being part of a supportive, values-driven service that plays a vital role in listening to patients and families, responding with compassion, and turning concerns into meaningful learning and improvement. You will work alongside experienced colleagues who care deeply about fairness, kindness and doing the right thing--supporting people at difficult moments while helping the Trust improve the quality and safety of care. This is a role where your empathy, judgement and professionalism will genuinely make a difference.

Details

Date posted

13 April 2026

Pay scheme

Agenda for change

Band

Band 8a

Salary

£57,528 to £64,750 a year (pa, pro rata if part-time)

Contract

Fixed term

Duration

6 months

Working pattern

Part-time

Reference number

318-26-T0231

Job locations

Gloucestershire Royal Hospital

Great Western Road

Gloucester

GL1 3NN

For further information and to apply, click on the APPLY BUTTON at the bottom of this advert, then click on CONTINUE to view the supporting documents or apply online.