Senior Complaints Case Manager - Operational Lead
| Posting date: | 02 February 2026 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £47,810 - £54,710 p.a. pro rata |
| Hours: | Part time |
| Closing date: | 04 March 2026 |
| Location: | Cambridge, CB2 0QQ |
| Company: | Cambridge University Hospitals NHS Foundation Trust |
| Job type: | Contract |
| Job reference: | 7770190/180-F-CVA529 |
Summary
A Vacancy at Cambridge University Hospitals NHS Foundation Trust.
Oversee the delivery of the complaints service.
Independently manage a caseload of complex complaints: to include analysis of issues raised, investigation, liaison with staff and complainants, analysis of information received in investigation reports, formulation of high quality detailed letters that reflect investigation reports obtained and which can be sent to the complainant and other relevant bodies, risk rating and categorization of issues raised to inform the data analysis and reporting process.
Deputise for the Complaints and PALS Manager.
Manage the complaints case managers.
Lead the complaints team to provide a complaints case management service to patients, the public and staff.
Triage all new complaints and allocate to case managers (appropriate to banding and workload).
Assist the Complaints and PALS Manager in the management and development of the Trust’s complaints service in line with the national regulations, guidance and Trust policy.
Deputise for the Complaints and PALS Manager.
Line manage the Complaints Case Managers, ensuring there is adequate cover in the office at all times.
Our Trust
Cambridge University Hospitals (CUH) NHS Foundation Trust comprises Addenbrooke’s Hospital and the Rosie Hospital in Cambridge. With over 13,000 staff and over 1100 beds the priorities of the Trust focus on a quality service which is all about people – patients, staff and partners. Recognised as providing ‘outstanding’ care to our patients and rated ‘Good’ overall by the Care Quality Commissioner, is testament to the skill and dedication of the people who work here. CUH’s values – Together - Safe, Kind, Excellent – are at the heart of patient care, defining the way all staff work and behave. The Trust provides accessible high-quality healthcare for the local people of Cambridge, together with specialist services, dealing with rare or complex conditions for a regional, national and international population.
CUH is committed to promoting a diverse and inclusive community - a place where we can all be ourselves. We value our differences and fully advocate and support an inclusive working environment where every individual can fulfil their potential. We want to ensure our people are truly representative of all the communities that we serve. We welcome applications for all positions in the organisation irrespective of people’s age, disability, ethnicity, race, nationality, gender identity, sex, sexual orientation, religion or belief, marriage and civil partnership status, or pregnancy and maternity status or social economic background.
Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.
Please note:- Internal applicants on permanent contracts can apply for this post as a secondment or fixed term contract. For secondments, you must have the approval of your line manager before applying. If you are an internal applicant currently on a fixed term contract, you are able to apply for this as a fixed term position.
This vacancy will close at midnight on the 12th February 2026.
Interviews are due to be held on the 23rd February 2026.
Benefits to you
At Cambridge University Hospitals, we want to do all we can to support good working days. We offer development opportunities and a wide range of benefits, including on-site leisure facilities, shopping concourse and day nurseries. Our good work programme currently includes providing reduced cost Stagecoach bus travel to and from Cambridge University Hospital site. Park and Ride bus journeys between Babraham Road and Trumpington sites are free, as is the route to and from Cambridge train station and our hospitals. We also subsidise the cost of parking on site for eligible staff.
On CUH campus, hot food is available 24/7 and at a reduced cost for colleagues. Recently we launched the first of our staff pod break spaces. Located in the Deakin Centre, we have a purpose-created colleague-only café, with free tea and coffee, a break space and private outside area for colleagues to rest, refuel and recharge. Just one of the ways we are working hard to support good working days at CUH.
CUH is committed to assisting employees in achieving a good work-life balance irrespective of role or personal circumstances. Flexible arrangements may include, but are not limited to, part-time working, job-share, term-time working and flexible start and finish times.
Please note if you would like to discuss the required hours of this role further, you should approach the contact given. In some cases, alternative working hours will be considered.
We welcome applications from the Armed Forces.
This advert closes on Thursday 12 Feb 2026
Oversee the delivery of the complaints service.
Independently manage a caseload of complex complaints: to include analysis of issues raised, investigation, liaison with staff and complainants, analysis of information received in investigation reports, formulation of high quality detailed letters that reflect investigation reports obtained and which can be sent to the complainant and other relevant bodies, risk rating and categorization of issues raised to inform the data analysis and reporting process.
Deputise for the Complaints and PALS Manager.
Manage the complaints case managers.
Lead the complaints team to provide a complaints case management service to patients, the public and staff.
Triage all new complaints and allocate to case managers (appropriate to banding and workload).
Assist the Complaints and PALS Manager in the management and development of the Trust’s complaints service in line with the national regulations, guidance and Trust policy.
Deputise for the Complaints and PALS Manager.
Line manage the Complaints Case Managers, ensuring there is adequate cover in the office at all times.
Our Trust
Cambridge University Hospitals (CUH) NHS Foundation Trust comprises Addenbrooke’s Hospital and the Rosie Hospital in Cambridge. With over 13,000 staff and over 1100 beds the priorities of the Trust focus on a quality service which is all about people – patients, staff and partners. Recognised as providing ‘outstanding’ care to our patients and rated ‘Good’ overall by the Care Quality Commissioner, is testament to the skill and dedication of the people who work here. CUH’s values – Together - Safe, Kind, Excellent – are at the heart of patient care, defining the way all staff work and behave. The Trust provides accessible high-quality healthcare for the local people of Cambridge, together with specialist services, dealing with rare or complex conditions for a regional, national and international population.
CUH is committed to promoting a diverse and inclusive community - a place where we can all be ourselves. We value our differences and fully advocate and support an inclusive working environment where every individual can fulfil their potential. We want to ensure our people are truly representative of all the communities that we serve. We welcome applications for all positions in the organisation irrespective of people’s age, disability, ethnicity, race, nationality, gender identity, sex, sexual orientation, religion or belief, marriage and civil partnership status, or pregnancy and maternity status or social economic background.
Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.
Please note:- Internal applicants on permanent contracts can apply for this post as a secondment or fixed term contract. For secondments, you must have the approval of your line manager before applying. If you are an internal applicant currently on a fixed term contract, you are able to apply for this as a fixed term position.
This vacancy will close at midnight on the 12th February 2026.
Interviews are due to be held on the 23rd February 2026.
Benefits to you
At Cambridge University Hospitals, we want to do all we can to support good working days. We offer development opportunities and a wide range of benefits, including on-site leisure facilities, shopping concourse and day nurseries. Our good work programme currently includes providing reduced cost Stagecoach bus travel to and from Cambridge University Hospital site. Park and Ride bus journeys between Babraham Road and Trumpington sites are free, as is the route to and from Cambridge train station and our hospitals. We also subsidise the cost of parking on site for eligible staff.
On CUH campus, hot food is available 24/7 and at a reduced cost for colleagues. Recently we launched the first of our staff pod break spaces. Located in the Deakin Centre, we have a purpose-created colleague-only café, with free tea and coffee, a break space and private outside area for colleagues to rest, refuel and recharge. Just one of the ways we are working hard to support good working days at CUH.
CUH is committed to assisting employees in achieving a good work-life balance irrespective of role or personal circumstances. Flexible arrangements may include, but are not limited to, part-time working, job-share, term-time working and flexible start and finish times.
Please note if you would like to discuss the required hours of this role further, you should approach the contact given. In some cases, alternative working hours will be considered.
We welcome applications from the Armed Forces.
This advert closes on Thursday 12 Feb 2026