Complaints Manager
CurrentI am responsible for managing the Complaints team of a busy NHS Mental Health Trust. I am responsible for ensuring all complaints are acknowledged and sent for investigation in a timely manner. As an individual I believe that extracting learning from complaints is vital to drive service improvement. This is a view that is shared across my organisation and something my team strive to deliver. We are a high performing and extremely busy team, and this is done by ensuring my team feel valued and treated as individuals with the autonomy to control their own workload. I am responsible to ensure that monthly, quarterly and annual reports are written and shared with the board to highlight trust-wide complaint performance.