Complaints Lead (Healthcare Research)

Location: London, England, United Kingdom; hybrid workplace with flexible and remote working arrangements

Salary: From £67,000 per annum basic salary

Company

Our Future Health is a charity supported by the UK Government, charities, and industry, creating the UK's largest health research programme in partnership with the NHS and public authorities to improve disease detection, prevention, and treatment.

What you will do

• Manage the end-to-end complaints and feedback process, ensuring concerns are handled professionally, empathetically, fairly, and within agreed timescales.
• Investigate complaints, analyse relevant information, determine resolutions, and recommend corrective actions.
• Review and improve complaints policies, procedures, systems, and governance practices to maintain regulatory and ethical compliance.
• Collaborate with internal teams, research partners, suppliers, and stakeholders to resolve complaints and implement service improvements.
• Analyse complaints data, identify trends, conduct root cause analysis, and prepare reports for senior management, committees, and supplier governance forums.
• Maintain accurate records, support quality assurance, and develop training and guidance for effective complaints handling.

Requirements

• Experience managing complaints, feedback, and enquiries from members of the public, including investigating concerns and identifying appropriate resolutions.
• Understanding of governance frameworks, compliance requirements, and accurate record-keeping.
• Strong analytical, problem-solving, organisational, and prioritisation skills, with close attention to detail.
• Excellent written and verbal communication skills and an empathetic, professional approach to sensitive or challenging situations.
• Strong interpersonal and stakeholder management skills, with the ability to collaborate across teams and organisational levels.
• Proactive, solutions-focused, and able to work independently while taking ownership of processes and improvements.

Nice to have

• Knowledge of the UK clinical research environment, population research, or cohort studies.
• Experience in a call centre environment or similar.

Culture & Benefits

• Hybrid role with flexible and remote working arrangements and access to a Central London office in Holborn.
• Employer pension contributions of up to 12%.
• 30 days of holiday plus bank holidays, with flexibility to take bank holidays when preferred.
• Enhanced parental leave, wellbeing support, 24/7 online GP services, and an Employee Assistance Programme.
• Cycle to Work Scheme, Home & Tech Savings, and a £1,000 employee referral bonus.

Hiring process

• Initial 30-minute conversation with the Talent team.
• 60-minute competency-based interview with a cross-functional panel including the potential manager and stakeholders.
• Reasonable adjustments are available for candidates with disabilities, neurodiversity, or long-term health conditions; requests can be sent to talent@ourfuturehealth.org.uk.