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 Location Description

This role is based at our Hammersmith Offices.

Job Advert Role Description

We have an exciting opportunity for a Group Complaints Manager to join the team and support our growing business. Reporting to the Director of Risk Management, the Group Complaints Manager will be play a major part in overseeing the Priory Median complaints process to include determination of whether legal advice is required on issues relating to complaints.

Group Complaints Manager duties include but are not limited to:

• Ensuring that all new complaints received centrally (via post, email, head office, telephone calls or from external bodies e.g. solicitors, regulatory bodies etc.) are assigned for investigation and response by the relevant Service Manager in an effective and timely manner.
• Facilitating the monitoring and accurate recording of all complaints received, monitoring investigation/response deadlines (and reporting on same) by examining the complaints reporting system and seeking regular updates from Service Managers on investigation progress and outcome prior to case closure.
• Responding to the direct contact made by service users and others requiring empathy and understanding of their individual experience and providing them with reassurance, support and information on complaint process.
• Provision of regular advice and guidance to senior management team colleagues in the correct handling of often very complex and detailed complaints; including in some instances the reviewing of Stage 1 draft complaint responses prior to issue.
• Coordinating and managing all complaints escalated to Stage 2 of Priory Median complaint process, that of internal review; ensuring the appointment of a suitable Review Manager to undertake the review and to report back with their findings and recommendations for improvement prior to drafting and issue of a final response.
• Coordination and management of all complaints escalated to Stage 3, involving the external investigation and/or review of the case by external bodies (e.g. Ombudsman and Independent Sector Complaints Adjudication Service); in those cases in which we have not adequately resolved matters to complainant satisfaction at Stage 2 internal review.
• The delivery of Webinar training in Management and Prevention of Complaints to those staff involved in the investigation of complaints at site level. Reviewing and adjusting the on-line Complaint Management module as required. 
• Provision of regular and ad hoc complaints data and information to Senior Management Team colleagues and Priory Median Board on all stages of Priory Median complaint process.
• Ensuring the effective management and continual review of all Priory Median Complaint policy, forms, letters and publicity material.
• Membership and quarterly attendance (as Priory Median representative) at the Independent Sector Complaints Adjudication Service Board meeting
• Attendance at ad hoc project working party meetings (via teleconference) at the request of Director of Risk Management
• Provision of ongoing proactive and reactive support to senior management team colleagues in all aspects of complaint policy and due process

What we would like from the Group Complaints Manager:

• Will possess a sound and competent level of numeracy, with good computer skills to an intermediate level of proficiency for the standard range of office applications
• Excellent and effective communication skills
• Proficient and experienced in drafting and writing skills
• Adept at troubleshooting and resolving often complex cases
• A quick thinker and be able to think proactively of solutions to customer problems
• Must be quick and alert to customer demands and complaints
• Must be creative in finding solutions for customer complaints
• Must be well organized and meticulous in work
• Ability to maintain good customer relations
• Ability to work under pressure and stress as the role can frequently be very stressful
• Must have a genuine interest in and concern for customer complaints and work with commitment and dedication towards finding solutions
• Must be highly result oriented
• Must be a team player and understand the individual needs of the team as well as the wider Priory audience

Further details can be found on the attached job description. 

What we would like to give you: 

• 25 days annual leave + bank holidays
• Online benefits and cash back rewards
• Cycle to work scheme (qualifying period)
• Technology Scheme (qualifying period)
• Employee Referral Scheme
• SMART Pension
• Access to Career Pathways scheme

Please take the time to familiarise yourself with the attached job description prior to making an application. 

We reserve the right to close this advert early if we find a suitable candidate. 

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