Casework Manager – Complaints and Whistleblowing


Casework Manager – Complaints and Whistleblowing

NHS Improvement, in its role overseeing all NHS Trusts, is seeking an experienced complaints and whistleblowing casework professional to play a leading role in providing an outstanding, accessible, responsive, and customer-focused service, which listens to and promotes the patient voice, commands the confidence of all NHS Trusts and enhances and sustains NHS Improvement’s reputation for independence, rigour and integrity. This is a highly rewarding post where your expertise will truly make a positive difference to patient safety.

As a Casework Manager, you will efficiently manage a high volume of complaints and whistleblowing casework. You will be required to proactively get to the heart of each complaint and whistleblowing concern NHS Improvement receives, reviewing large amounts of complex information and making a sound judgement on whether the information indicates concerns with how the Trust is run and what support we give to the Trust to improve. You will need to be able to persuade senior leaders both within NHS Improvement and within NHS Trusts to agree to your recommendations whilst ensuring individuals are kept up to date with progress and receive high quality and timely feedback. In addition to managing your own caseload, you will also support Senior Managers to build strong relations with CQC, the National Guardian and PHSO, in order to influence the national whistleblowing agenda and coordinate the regulatory support that we provide to Trusts.

Key to this role will be prior experience working in a whistleblowing or complaints function within a complex organisation. You will offer a strong track record in effective investigation and decision-making combined with outstanding communication and diplomacy skills. Ideally, you will have the ability to review and recommend process and governance improvements. An understanding of the healthcare sector, including the NHS and wider public services complaints processes, will be advantageous.

In return, we offer a competitive salary, plus a generous defined benefit pension scheme, competitive annual leave offer and the option for genuine flexible working arrangements.


Contract: Permanent
Hours: Full Time
Region: London
Location: London
Salary: £40,428 - £48,514 per annum
Closing Date: November 5, 2017
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