Dental Complaints Service Operations Manager

The General Dental Council (GDC) is recruiting for a Dental Complaints Service Operations Manager to join our team in London on a full-time, fixed-term contract for 12 months. This role is Hybrid—minimum 2 days in the office, 3 days working from home. In return, you will receive a competitive salary of £44,210 - £52,012 per annum.

About us:

The DCS are a team of trained advisors who aim to help private dental patients and dental professionals settle complaints about private dental care fairly and efficiently.

We provide a free and impartial service funded by the General Dental Council, the organisation that regulates dental professionals in the UK.

About the role of Dental Complaints Service Operations Manager:

This is a pivotal role and we are seeking to appoint a skilled and confident manager who will oversee the Dental Complaints Service's (DCS) operational performance and ensure that the service provides an impartial, efficient, fair and transparent resolution process to both patients and dental professionals.

You will develop your team and support the service's volunteer panellists to ensure they deliver excellent customer service in line with the DCS's values, policies and framework.

You will drive the service forward by continuously developing, improving and streamlining existing processes and introducing new processes as required by the GDC’s corporate strategy. You will also deputise for the Head of Service when required.

Responsibilities as our Dental Complaints Service Operations Manager will include:

• To oversee the smooth running and performance of the team. Set objectives and deliver results that have a major impact within the context of the DCS and wider dentistry landscape.
• To use management information and analysis to inform and highlight senior managers of trends and patterns in the business flow.
• To develop and implement continuous quality improvement programs and ensuring that they are delivered to the appropriate quality, timescale and budget.
• To support the team by acting as the central hub of information and coordination.
• To prepare operational management reports to the Executive Director, SPC, FPC, ELT/Council.
• Be a key player for ensuring the DSC’s website is accurately updated with information relating to complaint learning for all stakeholders.
• Assist in the management, quality assurance of the teams work and the quality of the team members work.
• Drafting and responding to complaints and implementing learning across the functions and to the profession to embed a learning culture.

About you:

• Experienced Operations Manager with responsibility of supervision and or mentoring, with excellent leadership skills and the ability to promote and achieve a performance orientated culture and successfully motivate, manage and develop a team of staff.
• Ability to plan and prioritise conflicting requirements under pressure, and to meet tight deadlines in the face of irregular demands and/or changes in business needs, with experience of complex problem solving and the ability to make relevant decisions.
• Communicate and manage relationships effectively with all internal and external stakeholders from a diverse range of backgrounds, dealing with issues sensitively and tactfully using both oral and written communication.
• Sound working knowledge of Windows based, and bespoke software packages, with the ability to manipulate and report on data.
• Proven ability to investigate and identify issues, propose solutions and provide new and more efficient ways of working.
• Proven ability to work and deliver on a wide range of projects with limited supervision, implement processes and procedures within the required timeframes, and prioritise a varied and complex workload.
• Committed to equality and diversity in service.

The closing date is midnight on 1st January 2025,

If you feel that you are the right candidate for ourDental Complaints Service Operations Manager, then please click 'APPLY' today. We look forward to hearing from you!

The GDC is committed to equality and diversity. We encourage and support the recruitment, retention, and career development of people from as wide a range as possible of ethnic, cultural, and social backgrounds.