Recruitment Enquiries: 0116 240 8692

Group Complaints Manager




Priory Group Head Office, 80 Hammersmith Road, London, W14 8UD

Priory Group Division

Central Services

Vacancy Type

Permanent - Full Time




37.5 hours per week

Job Advert - Division Information

When you join Priory Group you'll be part of something special - an innovative and rapidly growing organisation that is helping to redefine the health, social care and education landscape across the UK.

Job Advert Role Description

The post holder will be a key member of the Priory Legal and Compliance Team. Whilst this is ostensibly an ‘office-based’ role the post holder will at times be expected to travel to Priory sites as required.

This is a key role in assisting Priory to function in accordance with high standards of quality and governance. 

The role of Group Complaints Manager involves having an oversight of complaints, concerns and compliments and the response that follows.

The post holder will assist in ensuring that:


  • Internal and external complaint management targets and timescales are achieved.
  • Wherever possible any lessons learnt from complaints, concerns and compliments are shared across the group to enhance the quality of the service that we provide. 
  •  Complaints, concerns and compliments databases are maintained enabling the extraction of current relevant data which will be made available to divisional teams and to the operating board and used as part of the compliance monitoring processes.

The post holder will have line management responsibilities for three colleagues both of whom undertake an administrative role. 

There is a requirement for the post holder to have a very high standard of verbal and written communication and an attention to detail given the need to ensure clarity and certainty when dealing with Priory colleagues and those who may have submitted their complaints and concerns. 

Primarily this is an administrative role. There will be frequent occasions when communication with complainants over the telephone, by email/letter and on a face-to-face basis is required. 

Division DBS info


All roles will be subject to a successful disclosure at an appropriate level from the Disclosure and Barring Service (DBS), Access NI or Disclosure Scotland. We are an equal opportunities employer. Priory Group will cover the cost of a DBS.

Job Description


Closing Date