Job summary
Complaints Manager for Unplanned Care
Department Complaints and PALS Team
Band 6 £38,682 - £46,580 Per annum, pro rata if part-time
Hours: 37.5 per week, all MKUH roles will be considered for flexible working
The Complaints and PALS team are looking to recruit a dynamic and self-motivated individual who can manage the formal complaint process. The role will manage the formal complaint process for unplanned services.
If you are successful, you would need to be caring and ensure that patients and families are at the heart of everything you do, be able to build good relationships with senior staff in the organisation and be able to provide a seamless service for our complainants.
You will have a proven track record in dealing with NHS complaints through to resolution and will need to have fantastic communication skills to be able to formulate complex complaint responses to the highest of standards.
You will be someone who wishes to progress in the field of complaint handling/patient experience and wants to contribute their experience and skills to make a difference in #TeamMKUH and the perspective of complaints.
Please note that we are not able to offer sponsorship for this role.
Interview 03 March 2026
Main duties of the job
'We care We communicate We collaborate We contribute'
'Administrative and Clerical staff feel supported with flexible working at MKUH, reporting 6.82 out of 10, and a 76% feel strongly about approaching their managers regarding flexible working.' ''NHS Survey, 2024''
o To be responsible for managing the delivery of a formal complaints service for complainants and to the divisions to ensure an efficient and effective complaints service that investigates formal complaints to the highest standards - leading this service provision for Unplanned Care (Divisions of Medicine and Core Clinical)
o To provide non-clinical advice, information and a signposting service to patients and their families.
o To provide necessary expertise and support to the divisional triumvirates in the drafting of written responses to formal complaints.
o To take an active role and be responsible for maintaining accurate information to support the audit of complaints.
o To ensure the action taken and lessons learned following the investigation of complaints are recorded on Radar and these actions are shared with the divisions, and where appropriate Trust wide, and are referenced in any reporting to the divisions or the Trust Board.
o To support and develop the Complaint Officers ensuring they are responsive to the needs of complainants and staff and that complaints are recorded accurately and to a high standard from a quality perspective.
About us
Milton Keynes University Hospital, in proud partnership with the University of Buckingham, is a University Teaching Hospital committed to advancing patient care through cutting-edge research and education. With a "Good" rating from the CQC and significant investment underway, this is an exciting time to join our team and grow your career.
As a medium sized general hospital, we provide a full range of general medical and surgical services, including a busy Emergency Department, Maternity, and Paediatrics. As the population of our city and surrounding areas continues to grow rapidly, we are expanding and enhancing our facilities to meet rising demand and improve access to care for all our communities.
We are also proud to offer a growing portfolio of specialist services. In January 2025 we opened our state-of-the-art Radiotherapy Centre, bringing advanced cancer treatment closer to home. Our services also include neonatology, specialist surgical care, and a wide range of diagnostics, supported by the new Community Diagnostic Centre at Whitehouse Health Centre.
Further investment is underway, including the construction of Oak Wards - a new ward block featuring two 24-bed wards - and the recently approved Women and Children's Centre, set to open by 2030.
Visit our website to explore the latest news and opportunities at MKUH - News - Milton Keynes University Hospital -
For further information about Milton Keynes please visit - Visit Milton Keynes
Job description
Job responsibilities
To be responsible for high quality and timely communication with all contacts to the office including patients, their families, and staff. Maintain and nurture relationships with all staff providing a supportive environment where staff feel supported through the complaints and investigative process. Ensure contacts to the service receive non- clinical advice appropriate to their needs. Patients and families should also be provided with advice and information regarding the complaints procedure and what they should expect from the Complaints or PALS team.
To be able to produce reports that clearly analyse where complaints are happening, what the complaints are regarding and what action is being taken in response to the complaints on a Divisional and Trust wide level.
Other duties
To provide support to the Head of Complaints and Patient and Family Experience and act as their Deputy in their absence ensuring the smooth running of the department and being the first point of reference and support to the complaints and PALS team members.
Lead in the drafting of investigation responses, which may often be complex and/or lengthy, to produce a well written letter of response for the complainant for designated divisions.
Please refer to the Job Description for further details
Job description
Job responsibilities
To be responsible for high quality and timely communication with all contacts to the office including patients, their families, and staff. Maintain and nurture relationships with all staff providing a supportive environment where staff feel supported through the complaints and investigative process. Ensure contacts to the service receive non- clinical advice appropriate to their needs. Patients and families should also be provided with advice and information regarding the complaints procedure and what they should expect from the Complaints or PALS team.
To be able to produce reports that clearly analyse where complaints are happening, what the complaints are regarding and what action is being taken in response to the complaints on a Divisional and Trust wide level.
Other duties
To provide support to the Head of Complaints and Patient and Family Experience and act as their Deputy in their absence ensuring the smooth running of the department and being the first point of reference and support to the complaints and PALS team members.
Lead in the drafting of investigation responses, which may often be complex and/or lengthy, to produce a well written letter of response for the complainant for designated divisions.
Please refer to the Job Description for further details
Person Specification
Qualifications and knowledge
Essential
- Educated to degree level or equivalent relevant work experience
- A good knowledge of national Complaint Regulations including the Parliamentary Health Service Ombudsman Principles
Experience
Essential
- Extensive knowledge and experience working in a NHS complaints environment
- Extensive experience in the writing of complaint responses
- Highly developed verbal communication skills
- Highly motivated with excellent negotiation and persuasion skills and an ability to develop and maintain constructive relationships with all professional/managerial disciplines
- Experience of working across professional boundaries
Skills
Essential
- A strong focus on timely delivery of outcomes and achievements
- Ability to work on own initiative and as part of a team
- Ability to cope with tight deadlines and competing priorities
- Well developed customer focus
- Flexible and pragmatic approach to problems and working practices
- Political Awareness
- Ability to develop strong working relationships and to motivate staff and others
- Knowledge of the Health Service and current national initiatives in relation to patient complaints
- Ability to analyse complex clinical issues /problems
- Self-motivating and act on own initiative, able to work independently
- Able to work with a great degree of flexibility and adaptability
- Ability to work with people at all levels of the organisation
Personal and people development
Essential
- Experience of training and developing colleagues
- Evidence of Continuous Professional Development
Communication
Essential
- Excellent interpersonal skills and the ability to influence others
- Excellent communication skills, both verbal and written
- Proven ability in writing complaint responses that will be acceptable within Trust standards
Person Specification
Qualifications and knowledge
Essential
- Educated to degree level or equivalent relevant work experience
- A good knowledge of national Complaint Regulations including the Parliamentary Health Service Ombudsman Principles
Experience
Essential
- Extensive knowledge and experience working in a NHS complaints environment
- Extensive experience in the writing of complaint responses
- Highly developed verbal communication skills
- Highly motivated with excellent negotiation and persuasion skills and an ability to develop and maintain constructive relationships with all professional/managerial disciplines
- Experience of working across professional boundaries
Skills
Essential
- A strong focus on timely delivery of outcomes and achievements
- Ability to work on own initiative and as part of a team
- Ability to cope with tight deadlines and competing priorities
- Well developed customer focus
- Flexible and pragmatic approach to problems and working practices
- Political Awareness
- Ability to develop strong working relationships and to motivate staff and others
- Knowledge of the Health Service and current national initiatives in relation to patient complaints
- Ability to analyse complex clinical issues /problems
- Self-motivating and act on own initiative, able to work independently
- Able to work with a great degree of flexibility and adaptability
- Ability to work with people at all levels of the organisation
Personal and people development
Essential
- Experience of training and developing colleagues
- Evidence of Continuous Professional Development
Communication
Essential
- Excellent interpersonal skills and the ability to influence others
- Excellent communication skills, both verbal and written
- Proven ability in writing complaint responses that will be acceptable within Trust standards
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
