Complaints Manager

*Please be aware although we are a remote organisation we do require candidates to reside in the UK.*

Salary: £46,000 - £52,000

Workpattern: Full time, Monday - Friday (09:00 - 17:30)

Reporting to: Head of Clinical Quality & Governance

#LI-Remote

About us

Our team at ProblemShared is growing, we are on a mission to provide exceptional care, and we have opportunities available to join our supportive and collaborative team. We truly believe that you can do the best work of your career with us and have meaningful impact on the patients we support. We combine People, Data and Technology, we empower individuals to take the next step in their mental health or neurodevelopmental journey.

The digital healthcare landscape is exciting and ever changing. We have a depth of knowledge in our own team; working at the forefront of change you will be surrounded by talented and supported colleagues and leaders. Striving for excellence and best in class clinical service is at the heart of our team where learning and CPD is integral. Our community of experts have created an environment of knowledge sharing and we have access to the key voices in the world of neurodevelopmental excellence.

ProblemShared has created strong partnerships servicing several NHS, university, and insurer contracts to deliver high quality ADHD and Autism assessments as well as assessments for learning differences. We offer wrap-around care in the form of psychoeducation, prescribing, educational navigation, and therapy sessions all under one roof.  

About the role
ProblemShared is seeking a Complaints Manager with a background in managing complaints from both public and private sector environments. With proven experience in a middle/senior administrative role, with experience in complaints handling and policy development. We are looking for a motivated individual who wants to work in a high-performance team at a scaling health technology company and have responsibility for driving accountability for successful complaint handling across the service. Our digital journeys are right at the heart of what we do, and our goal is to offer seamless digital experiences to support exceptional healthcare.

As Complaints Manager, you will play a crucial role in managing the complaints team and work collaboratively with clinical, operational and business teams to ensure timely resolutions to formal complaints. The role has responsibility for day-to-day management of complaints and ensuring systems and processes are robust and effective. You will be responsible for reporting and theme/ trend data, facilitating difficult complaint meetings and ensuring compliance with national legislation. Central to the success of the role is building close and trusted relationships across teams to facilitate the ownership of actions and responses and resolve issues quickly, with care and professionalism.

The successful candidate will lead on streamlining cross functional processes as the company scales rapidly. Working closely with the Head of Clinical Quality and Governance, the role is instrumental to ensuring the service is continually learning from feedback and incidents and improving the experience of the people who use our services. We are proud of our human centric approach to managing issues that arise, and the successful candidate will take forward and further develop this area to ensure scalable, efficient and effective management.

You will

• Promote a culture of prompt resolution for complaints and concerns

• Support the team to manage complaints proactively and effectively, taking on own caseload of complex complaint investigations.

• Provide practical support to the team in stressful situations and debriefing as needed

• Provide training, coaching and staff development to promote effective complaints management

• Line management of quality support officers

• Ensure a culture of learning and improvement across complaint handling

• Develop and review policies and procedures for raising concerns and complaints

• Ensure accurate data is collated in Radar and building out team dashboards to support local team oversight and learning

• Take ownership of complaint and incident data, monitoring quality and trends and compiling company reports and analysis to inform service improvements and escalate trends and concerns in a timely fashion to senior leadership

What we are looking for

Must haves

• Excellent report writing skills together with interpretation of highly complex information

• Knowledge and experience of learning and assurance mechanisms and reporting

• Significant experience within concerns/complaints services

• Excellent computer skills, and an ability to write clear and concise reports which focus on the client’s strengths and challenges.

• A clear, professional, warm, and informative communication style.

• Critical thinking and problem-solving skills.

• Self-motivated and comfortable with remote working, blending independent workload and time management with working with colleagues based in different locations.

• Ability to work autonomously and on own initiative

• Able to build effective contacts and networks

• Ability to complete work within timescales/deadlines

• Proven ability to obtain and consistently achieve results and targets

• Proven ability to lead improvement activity through staff participation

What we offer you

• Excellent salary

• A reward package that recognises contribution, performance and impact

• Company Pension Scheme

• 30 days annual leave + public holidays + the option to buy and sell additional leave, & extended leave options such as sabbatical leave

• Private health insurance

• Blue Light card / discounts

• Enhanced family friendly policies

• Flexible working

• All company events and in-person team meet ups

• Access to a range of wellbeing activities

• Access to development / training opportunities to support your career ambition

• One volunteering day per year

Our Recruitment Process and Next Steps

At ProblemShared, we see beyond just your CV. We're genuinely excited about who you are, your potential, and the unique qualities you bring to our team. We also recognise that life outside of work is important, which is why we prioritise being a flexible employer.

We're proud to be an equal opportunity and Disability Confident Committed employer and celebrate diversity and are ambitious in creating a recruitment process that allows everyone to shine and showcase their unique qualities. We offer tailored opportunities and adjustments to help each individual reach their full potential.