CSL: Clinical Complaints, Risk and Assurance

Clinical Standards Lead – Clinical Complaints, Risk and Assurance
Salary: Competitive - Based on experience
Location: Hybrid with regular travel as required
Division: Health Assessment Advisory Service
Reports to: NMC/Governance Lead

Are you passionate about driving clinical excellence, reducing risk, and shaping a culture of safety and transparency? Join us as a CSL – Clinical Complaints, Risk and Assurance and play a pivotal role in enhancing customer experience and ensuring compliance with Clinical Governance standards across the Health Assessment Advisory Service (HAAS).

In this hybrid role, youll lead initiatives that improve clinical outcomes, oversee complaint investigations, and implement data-driven strategies to mitigate risk. Youll collaborate with cross-functional teams, including the Clinical Excellence and Complaints teams, and report directly to the NMC/Governance Lead. Your work will directly influence policy, regulatory compliance, and continuous improvement across the organisation.

What youll be doing:

• Lead governance and assurance activities to meet DWP standards.
• Analyse clinical incident data and drive improvement initiatives.
• Conduct root cause analyses and support regulatory compliance.
• Promote transparency, accountability, and proactive risk reduction.
• Maintain approval to conduct assessments on behalf of the Secretary of State.

What we are looking for:

• A minimum of 12 months experience as a DWP approved Functional Assessor, achieving consistently high-quality clinical audit outcomes.
• A minimum of 12 months' post-qualification experience as a physiotherapist, nurse, doctor or occupational therapist (WCA/SB only)
• Be HCPC / NMC/ GMC registered with no restrictions on practice.
• Strong knowledge of Clinical Governance and risk management.
• Proven leadership in audits, incident management, and quality improvement.
• Strategic thinker with excellent communication and problem-solving skills.
• Experience in healthcare governance, policy development, and change management (desirable).
• Knowledge and skills in assessing people with conditions affecting mental health, intellectual and cognitive function including the ability to perform a relevant examination.
• Efficient IT skills and an ability to type notes accurately whilst conducting assessments (30 words per minute minimum)
• Ability to maintain a strong work ethic while working independently.
• Ability and willingness to share clinical experience and knowledge to positive effect within a team.
• Comfortable working to team and individual targets
• An eye for detail
• Driven and flexible.
• Demonstrable ability to manage time effectively.

Join us and help shape safer clinical practices and a better experience for every customer.