Feedback and Complaints Manager

Everyone who needs it should receive first aid from those around them. No one should suffer for the lack of trained first aiders.'

About Us

St John Ambulance is the nation’s leading first aid charity. Every year, 400,000 people learn how to save a life through our training programmes, including hundreds of thousands of young people. First aid is such a simple skill, but it has an incredible impact.

We provide a wide range of products and services to the community such as our workplace and community training, first aid support at events and our vital work with the emergency services with our ambulance operations. We generate around £100m per annum which we reinvest in delivering and campaigning for better access to first aid for everyone.

We are also passionate about campaigning to raise awareness of first aid so that everyone has access to lifesaving knowledge through our award-winning ad campaigns such as "The Chokeables" which is credited with saving at least 54 babies lives and recently won the Charity Film of the Year Award 2017.

About the Role

Reporting into the Head of Internal Audit, this is an exciting, ground breaking new role looking at ways for us to manage our feedback and complaints process in more impactful and streamline manner. We are always looking at ways how we can improve our organisation and make a difference for our people, the people that we support and, the people that we provide services for / to. The person in this role will ensure that both feedback reaches, and complaints are managed by, the relevant part of the organisation in alignment with internal processes and framework.

You will be responsible for systems and processes that record, action, track and analyse compliments and complaints data across the charity. They will deal with complaints about the organisation received from external sources and need to promote opportunities to learn and improve the quality of our services, as well as monitoring actions taken in response to feedback, ensuring St John Ambulance (SJA) has fulfilled any undertakings made to complainants.

You will need to work collaboratively with staff and volunteers for the purposes of liaison, information sharing and promoting good practice. This will include addressing public perceptions of the charity to ensure complaint handling supports or improves that perception. Reporting on compliment and complaint issues/ trends, and lessons learned, or actions taken, will be required in support of operational improvement and strategic focus.

Location can be flexible and you can be based out of one of our main regional hubs, but if you are not based in London, you should expect to have to travel to London on a fairly regular basis to attend meetings and reviews.

Please refer to the Job Description for more details.

About You

You will have been in a similar role in a large complex and matrixed organisation and be able to quickly navigate across levels and functions. You will have set up, been a part of setting up, or have an in-depth understanding of an effective feedback and complaints process to be able to come in and hit the ground running. You may be looking for a change of scenery, or want to move into a different sector, but this is not a job for the those looking for the next step up – we need you to have competent and relevant experience to provide strong guidance and support at broad Senior Executive level, so you need to be confident and able to communicate and influence at all levels. This is a ‘roll your sleeve up’ and 'get on with things' role, so we are looking for someone who can act in more than an advisory capacity – you will own all parts of this role.

This is a fantastic opportunity to bring your expertise and really feel you are adding value....

Working at St John Ambulance - More than one way to save a life

We are a constantly evolving team of over 2,000 employees and 15,000 volunteers, together we’re united by our goal of saving lives through essential first aid services, first aid training and campaigning, to ensure that no one suffers from the lack of first aiders.

We believe that every team member is key to our success whether they work in Ambulance Operations, Marketing, Training or HR and our values of Humanity, Excellence, Accountability, Responsiveness and Teamwork are embedded in everything we do.

We believe in setting our people up for success in a collaborative and positive environment where we are constantly open to change and new ideas.

Closing Date:  24 April 2018

Interview Date: Interviews to held 2nd & 4th May.

If you are a current St John Ambulance employee, please use this link:


If you wish to apply for this role and are an External Candidate or SJA volunteer, please click here


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Job Information

Job Role
Assurance & Quality


Salary Description
£32,030 - £36,000

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