Nhs Complaint Handling Role jobs

Case Manager - UK

Salary: £33,491 - £40,189

Location: Leeds/London (hybrid - 2 days p/week in the office)

At Medical Protection Society (MPS), we’re the trusted partner that protects the careers, reputations and livelihoods of healthcare professionals. As the leading protection organisation for clinical professionals, we’re dedicated to safeguarding their careers, reputations and financial security when it matters most. We're looking for individuals to join our experienced and supportive Case Management teams, and have both Medical and Dental Case Manager roles available.

As a Case Manager, you’ll play a vital role in supporting doctors, dentists and other clinical professionals as they navigate complex medico/dento-legal challenges with skill and compassion. You’ll be the initial point of contact on our advice line, manage your own caseload, provide calm and confident guidance, and help our members achieve fair and timely outcomes, ensuring they feel supported, secure and empowered every step of the way. These roles sit within experienced and dedicated teams, renowned for providing expert support to our members during challenging times.

We are looking for passionate and proactive individuals who thrive in a fast-paced environment, love problem-solving and want to make a real difference. Every day you’ll combine empathy, professionalism and expert judgement in an interesting, stimulating and rewarding role.

Role Responsibility

• Deliver timely, high-quality case handling in line with policies, SLAs, and KPIs.
• Use sound judgement to advise members and escalate complex issues where necessary.
• Communicate clearly and empathetically, ensuring members feel supported at every step.
• Identify opportunities for process improvement and participate in internal initiatives and projects.
• Maintain accurate records and uphold confidentiality at all times.

The Ideal Candidate

• Proven ability to manage a varied workload independently and meet deadlines.
• Excellent written and verbal communication skills, with strong attention to detail.
• Sound problem-solving and decision-making skills, with a proactive mindset.
• High level of professionalism and discretion when handling sensitive information.
• Strong interpersonal skills and ability to build positive relationships with stakeholders.
• Good computer literacy and confidence using case management or CRM systems.
• Knowledge of medical/dental terminology or experience in healthcare/legal settings (desirable but not essential).

Package Description

Alongside a competitive salary, you will also receive:

• Up to 15% discretionary annual bonus
• 11% pension contribution (3% from you, 8% from us optional additional matched 3% contributions, e.g. 6% from you, 11% from us)
• 25 days annual leave plus flexible bank holidays (option to buy/sell 5 days)
• Private Medical Cover
• Healthcare cash plan
• 6x salary death in service
• Paid volunteering day
• A personal GP service enabling you to get a video consultation with an NHS-registered, private GP
• Employee Assistance Programme
• A range of shopping discounts from major high-street retailers

About the Company

The Medical Protection Society Ltd (MPS) is the world’s leading protection organisation for Doctors, Dentists and healthcare professionals. We protect and support the professional interests of almost 300,000 members around the world.

We are a not-for-profit organisation, meaning member’s subscriptions are either invested into bettering the organisation, colleagues and products, or kept safe should members require support for complaints or claims arising from professional practice.

Our philosophy is to support safe practice in medicine and dentistry by helping to avert problems in the first place. We also actively campaign for regulatory and legal reforms that benefit members and the wider healthcare professions.

To do this, we need colleagues who are trusted and supported to deliver their best work, whether that be through leadership development, fully funded training courses or peer-to-peer support. We want colleagues to feel empowered to deliver positive change, display ambition to push themselves and be determined when faced with a challenge, whilst ensuring members best interests are at the core.

Pay: £33,491.00-£40,189.00 per year

Work Location: Hybrid remote in Leeds (West Yorkshire, Yorkshire and Humber Region)