Compliments & Complaints Manager

12 month fixed term contract

We are seeking a Compliments and Complaints Manager who can provide a professional, empathetic and understanding service to key customers within our homes and ready to take the lead in shaping the future of care? Care UK is an awarding winning private care company with over 200 care homes across the United Kingdom

At Care UK, we are committed to providing exceptional care to our residents and our values of Caring, Passionate and Teamwork are at the heart of all we do. Our success is built on the strength of our people and with a vast network of care homes and a diverse range of support functions, we're on a mission to find exceptional talent to join us on our journey.

The role: The Compliments and Complaints Manager will have ownership of Compliments and Complaints team supporting operations to achieve high standards of compliance in order to improve customer experience and resolution.

Key Responsibilities:

• Ensure all activity is in accordance with statutory requirements, current legislation, the directives of the company and all policies, procedures and standards.
• Ensure the core values of the organisation are practised at all times and the principles of equal opportunity are upheld.
• Ensure that all communication is clear and effective whether within the team, operations, functional support teams, stakeholders or wider.
• Ensure the complaints policy, procedure and process continues to meet the needs of customers, changes in regulation and the standards required by the ombudsman.
• Ensure appropriate guidance material is available to facilitate the complaints process.
• The key point of contact for ODs, RDs and HMs for all complaints and support needs.
• Providing operations with monthly complaints reporting on compliance, KPIs and trend
• Inducting and training HMs in the management of complaints.
• Providing guidance to customers regarding the complaints process on the website.
• Ombudsman relationship owner
• Coordinating and logging updates to key stakeholders regarding whistleblowing incidents
• Ensure all regulatory complaints or concerns are logged and tracked accordingly

What We're Looking For:

• To be able to work effectively and efficiently in a fast-changing environment
• Experience delivering a proactive and customer focused service
• Ability to report effectively on progress and communicate confidently to all stakeholders

Why Join Care UK?

• Be part of a dynamic and growing organisation dedicated to providing outstanding care.
• Collaborate with a diverse and talented team in a supportive and inclusive environment.
• Enjoy a competitive salary and comprehensive benefits package.
• Make a meaningful impact on the lives of residents and contribute to the success of our care homes.

We are committed to recruiting diverse, talented people, who share our passion for helping others.  We see the potential in everyone, let us fulfil yours. If you're ready to take your career to the next level and be a part of something extraordinary, we want to hear from you!