Complaints Manager

Community Integrated Care is on an exciting journey of transformation and growth and we are looking to recruit an experienced Complaints Manager to join our Quality Team based from our head office in Widnes. This is a full time, permanent post and you can be based anywhere in the North West but must be able to travel to our head office in Widnes as and when required. What is The Deal for you? Flexibility You can work your full time hours over 4 days and enjoy a long weekend, or work over 5 days to accommodate your other commitments. Remote Working Do you want to work from home? Or do you prefer being in an office? With this role you have the option of hybrid working from home or from our head office in Widnes - or a blend between the two Benefits: retail discounts, holiday discounts, cycle to work scheme and travel discounts through our benefits app. Best Lives Possible : You'll be working for an award winning charity who is passionate about ensuring our colleagues and the people we support lead the best lives possible. Development: We'll work with you to develop your career or to learn and experience new things. We're passionate about developing our people Dare to Learn: Access to our amazing on line training platform where you can upskill taking a variety of courses and qualifications. Support: From our Employee Assistance Programme (available 24/7), financial support options, and wellbeing fund you'll have the support available to lead an easier (financial) life. To ensure the charity responds positively in investigating and responding to complaints, to ensure questions and concerns are appropriately addressed. As well as identifying the support needs for improving the experience if the people we support and their loved ones as well as supporting improvement in quality across the services so that the charity becomes an organisation that learns from its experiences. Day to Day you'll be (list not exhaustive please see attached JD) Undertake a portfolio of investigation and overall oversight in connection with the effective response to complaints, grievances and speak outs in line with the Charity’s wider aims and objectives and policy. Investigate final-stage and complex formal complaints, speaks outs and grievances in line with the appropriate Policy. Facilitate, promote and advocate effective communication to resolve conflict and concerns, often in emotional and distressing circumstances, exploring the most suitable and appropriate form of action needed. Ensure concerns and unacceptable standards of care are resolved appropriately, ensuring corrective action is taken via the complaints and ER processes. Identify training needs and be a subject matter expert under the capability framework in those processes associated with complaints, speak outs and grievances. Contribute to analysis, and present detailed information on trends and themes from complaints, speak outs and grievances and triangulate with other information relating to services. Using this information to support a variety of reports for appropriate committees. Draw out and disseminate organisational learning from all customer feedback systems, to promote a culture of continuous quality improvement at all level Our Ideal Candidate Skills Knowledge and Experience Educated to degree level or suitable equivalent work experience Current Knowledge of the care sector, the needs of the people we support, and CQC and CI Regulations Extensive experience investigating complaints and grievances Experience reporting to senior stakeholders Experience of developing a reporting suite Strategy Development and Implementation Human Rights and Equality Legislation Knowledge Personalisation and Inclusion Knowledge Able to evidence a proven track record in either complaint management or ER processes, including a clear understanding of relevant legislation, professional standards, and knowledge of approaches and systems in a health and social care setting Interviews will be held on 2nd October at our head office in Widnes so please ensure you are available on that day should you be selected for interview. Please note, if you are interested in this role, we welcome your application as soon as possible Depending on the volume of applications received, the vacancy may be closed before the expected advertising end date. Interested and want to know a bit more? To find out more about our charity check out: https://www.youtube.com/watch?vZ-zYkoj7x8s We’re really proud to be a Hive HR Employee Voice Certified organisation, a recognition that confirms our commitment to creating a culture where our colleagues are not only encouraged to share their thoughts, but where this feedback is actively sought and acted upon to drive positive change at every level. In our 2023 Colleague Engagement Survey, 56% (over 3,300) of our people shared their feedback and insights, giving us an incredible Employee Net Promoter Score of 28. This is a measure of how positively our colleagues talk about us – and 28 is an excellent score compared to other organisations