Core Responsibilities: Complaints Investigate and respond to all complaints ensuring that investigations are thorough, transparent and open. Raise safeguarding or other concerns as appropriate Record all complaints and produce regular reports summarising outcomes, areas of concern, and actions taken, and make quality improvement recommendations Co-ordinate and lead regular meetings with the Complaints and CQC Leads Support our Practice Lead with the management of Significant Events where appropriate Maintain the Significant Event register Clinical Records Manage the Operations Team workload and resourcing Deal with complex queries from the Operations Team Monitor, action and update tasks on the clinical system (EMIS) Ensure that the team work with the boundaries of Practice policies and procedures, including those around Information Governance Skills: Knowledge and practical experience of complaints / resolution management and its processes Understanding of mediation and negotiation in the context of complaints management and investigation Strong working knowledge of general practice systems EMIS preferred as well as other widely used software Docman, eConsult, Lexacom Strong communication skills both written and verbal and including reporting, Excel and organisation of information Confident and comfortable with the use of digital technology, data and systems