About this role
Job summary The Complaints service is looking for a motivated individual, with excellent management and leadership skills to lead the complaints team in the operational delivery of the complaints service within the organisation. The role involves co-ordinating high risk, complex and contentious complaints, and liaising with a wide range of internal and external stakeholders, including NHS providers and the PHSO.
The post holder will be the Trusts expert source of practical and theoretical knowledge on complaints regulations and procedure, and will work closely with the CSU teams to promote learning from complaints. The post holder will support CSUs and senior management teams with complaints service issues, strategy and service improvements to ensure performance is optimal across the Trust and provide assurance reports using the analysis of complex data where performance is not optimal that actions are in place to mitigate this.
Main duties of the job You must have well-developed communication skills, be empathetic, objective, and able to work within established systems and processes, as well as demonstrating flexibility to changing NHS and departmental requirements.
The successful candidate will be confident with the use of multiple of IT systems,
You will need to work well under challenging conditions. Emotional robustness, maturity and resilience are essential due to the demanding and often upsetting work that the role is exposed to.
Please see the attached job description for further information about this vacancy.
About us The Leeds Teaching Hospitals NHS Trust is committed to delivering the highest quality and safest treatment and care to every patient, every time.
Our vision is to provide the highest quality specialist and integrated care.
We will do this through delivery of our multi-year goals and strategic priorities, which you can read about on this page.
Central to it all is The Leeds Way our values and behaviours that are at the heart of everything we do.
Job description Job responsibilities For questions about this job, contact:
Name: Jo Corrigan Position: Lead Nurse Patient Experience Email: [email protected] Phone number: 0113 2067212 Shortlisting Date: 17.08.2026 Interview Date: 26.08.2026
Job Summary The Complaints service is looking for a motivated individual, with excellent management and leadership skills to lead the complaints team in the operational delivery of the complaints service within the organisation. The role involves co-ordinating high risk, complex and contentious complaints, and liaising with a wide range of internal and external stakeholders, including NHS providers and the PHSO.
The post holder will be the Trust’s expert source of practical and theoretical knowledge on complaints regulations and procedure, and will work closely with the CSU teams to promote learning from complaints. The post holder will support CSUs and senior management teams with complaints service issues, strategy and service improvements to ensure performance is optimal across the Trust and provide assurance reports using the analysis of complex data where performance is not optimal that actions are in place to mitigate this.
Why you should join our Team The complaints team sits within the wider Patient Experience Team and is part of the Chief Nurse Clinical Specialty Unit. The team consists of a Deputy Complaints Manager, 2 Case Managers and 5 case handlers and report direct to a Lead nurse and Head of Patient Experience. This opportunity will enable to develop your leadership and management skills whilst also raising the profile of the complaints team and supporting service improvements through shared partnerships and collaborative working.
The team is well established and is dedicated to ensuring that complainants have a positive experience using our service.
What you will bring to the role You must have well-developed communication skills, be empathetic, objective, and able to work within established systems and processes, as well as demonstrating flexibility to changing NHS and departmental requirements.
The successful candidate will be confident with the use of multiple of IT systems,
You will need to work well under challenging conditions. Emotional robustness, maturity and resilience are essential due to the demanding and often upsetting work that the role is exposed to.
Please see the attached job description for further information about this vacancy.
About Leeds Teaching Hospital NHS Trust Our Trust values
The Leeds Way is working together to support each other and deliver the best possible care to patients.
We are….
Responsible Open and Honest One Team Kind
Our Trust priorities
Our purpose: Excellent, safe and sustainable care for every patient every time
Our priorities:
People Improvement and Innovation Partnerships Outcomes
Sponsorship Eligibility To comply with UK Government regulations on Skilled Worker sponsorship, Leeds Teaching Hospital NHS Trust is unable to provide sponsorship to applicants who do not meet the eligibility criteria or the salary threshold concessions set out under the Skilled Worker visa route. Please take this into consideration before submitting your application. Full guidance on these concessions, including details of who may qualify, can be found here.
We reserve the right to close this advert early if we receive a high number of suitable applications.
Person Specification
Qualifications Essential
For further information, please click 'Apply' where you can download the full job description and person specification from our careers site.
Experience Essential
For further information, please click 'Apply' where you can download the full job description and person specification from our careers site.
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Leeds Teaching Hospitals
Address St James’s University Hospital
Leeds
West Yorkshire
LS9 7TF
United Kingdom
Employer's website https://www.leedsth.nhs.uk/ (Opens in a new tab)