Job Title - Complaints Manager Location - Kensington/Hybrid Length - 4 months Salary - PAYE £180pd plus holiday pay / Umbrella - £230pd We are working with a leading global healthcare organisation that require a Complaints Manager to join their team. This is a 4months temporary position to start asap. Based 3days in their South Kensington office and 2days working from home. As the Complaints Manager, we require the successful candidate to have experience of using Datix and closing complaints. Responsibilities Managing complaints coming into a Hospital, to deliver fair outcomes, excellent service improvements and help eliminate potential reputational risk. Resolving cases that are considered specialist in their nature, ensuring all CQC regulatory requirements are adhered to and, all complaints are managed in a consistent way from local resolution through to formal complaint and level 2 escalation. Youll champion best practice in complaint handling, customer satisfaction and loyalty by supporting robust investigations, recognising root causes and resolving complaints within regulatory timeframes. Plan and implement appropriate measures to reduce the likelihood of an event adversely affecting the Hospitals ability to achieve its objectives and/or to complete day to day activities in a manner which is consistent with legal, regulatory and customer expectations Managing own workload and can make informed decisions, working to tight timeframes What we are we looking for Previous Complaints Manager background, desirably with a healthcare environment Youll have a proven track record of d ealing with complaints both formal and informal in line with processes Experience in using Datix to log, maintain and close complaints and CQC regulations Analyse each complaint and make decisions with confidence, occasionally defusing difficult and emotional situations. Strong negotiation skills through regular interface with patients and staff (including senior managers) Being resilient in managing highly emotive situations with both staff and complainants on a regular basis Ability to analyse complex issues and operating in a sensitive environment This is a 4months temporary position (subject to pre-employment compliance checks) and offers a daily rate of £180.00 per day plus holiday pay if working via PAYE, or £230 per day via Umbrella company. If this role is of interest please submit your CV ASAP. Please note that we consider every CV submitted to us, however due to the high volume of applications and time constraints we are only able to get back to those applications that are successful. ADZN1_UKTJ