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About the RoleThe newly created role of Complaints & Governance Manager plays a crucial part in ensuring GPS Healthcare maintains the highest standards of patient experience, regulatory compliance, and organisational accountability. The post holder will lead on the management of all complaints, concerns, compliments, and feedback systems, while embedding governance structures and supporting risk, compliance, and quality improvement activity.This is a part time role, however part-time working will be considered.Working closely with the Executive Management Team, clinical leads and administrative staff, the role ensures patient feedback is handled professionally and in line with statutory requirements, while supporting the organisation to maintain safe, robust and auditable governance processes.The post holder will use their expertise to oversee incident reporting, risk registers, policy tracking, and organisational responses to external regulators. This role is central to promoting a culture of learning, transparency, safety and continuous improvement across GPS Healthcare.Main Duties of the RoleLead the end-to-end management of all complaints, including complex and sensitive cases, ensuring timely, fair and high-quality responses.Investigate or oversee investigations into clinical and non-clinical complaints, identifying learning points and driving service improvement.Manage and embed governance systems, policies and compliance processes across the organisation, ensuring they are consistent, auditable and aligned with regulatory standards.Monitor organisational compliance with GDPR and information governance legislation, advising teams and senior leadership as required.Oversee incident reporting processes, risk registers and escalation pathways, ensuring learning is captured, shared and implemented.About UsGPS H