Job summary

Deputy Complaints Manager

37.5 hours per week

Permanent

Salary: £32,073 – £39,043 per annum

Closing Date: Friday 31 July 2026

Provisional Interview Date: Wednesday 12 August 2026

**This post may close early due to high numbers of applications, so you are advised to apply promptly. **

All correspondence for this vacancy will be sent by email; please check your account regularly including your Junk and SPAM areas.

A great and friendly place to work, so bring your passion, commitment and expertise and enjoy the opportunities to make a difference every day.

We welcome applications from the Armed Forces Community – get in touch to find out more

#JoinTeamEliot

Due to the promotion of the postholder an opportunity has arisen to join our Complaints Team. The Deputy Complaints Manager is key to us accepting, issuing and helping the Trust to respond to complaints and concerns received. This is a challenging but rewarding role and the postholder will be fully supported by the Complaints Manager. It is essential you have first-hand experience of handling complaints and concerns and, can work in accordance with NHS Complaints regulations. The post holder will be required to support the public, staff and organisations such as advocacy and the Parliamentary and Health Service Ombudsman.

Main duties of the job

The post holder is key to patient experience and will work with the Complaints Manager to co-ordinate and ensure an effective delivery of the NHS Complaints Procedure in line with the statutory regulations, national guidance and Trust policy.
The post holder will provide expert advice around policy and guidelines and ensure that the Trust provides a supportive, professional and compassionate complaints service working with the Directorates and complainants, families and carers to ensure a comprehensive response to include any learning and improvement.
It is important that the applicant is a competent writer and has excellent communication skills, knowledgeand an appreciation of the need to work to timescales in the interests of resolving complaints.

Person Specification

Role responsibilities

Essential

Experience of the Complaints management processes
Experience of working in a customer focused environment
Ability to communicate with staff at all levels
Ability to assimilate complex information sufficient to give advice and support
Understanding of GDPR and patient confidentiality and it’s role in the complaints process
Excellent knowledge of Microsoft Office including Word, Excel and PowerPoint
Ability to deal with potentially distressing scenarios
Able to work flexibly
Highly motivated and enthusiastic

Desirable

Experience writing policies/guidelines
Management Course
Able to work under pressure to meet demanding timescales and escalate when required
Degree level qualification or equivalent experience

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Closing Date: 31 July 2026

To apply for this job please visit apps.trac.jobs.