Complaints Officer
| Dyddiad hysbysebu: | 20 Awst 2025 |
|---|---|
| Cyflog: | Heb ei nodi |
| Gwybodaeth ychwanegol am y cyflog: | Negotiable |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 03 Medi 2025 |
| Lleoliad: | Preston, PR2 9WT |
| Cwmni: | NHS Jobs |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | E0123-25-0252 |
Crynodeb
We are looking for someone who can: Receive and triage complaints from patients, families, staff, and external bodies. Ensure all complaints are logged accurately in the complaints management system and acknowledged within statutory time frames. Coordinate investigations by liaising with clinical and operational teams, ensuring a fair, thorough, and timely process. Draft and quality-assure written responses, ensuring they are clear, empathetic, and address all concerns raised. Escalate serious or high-risk complaints to senior management and ensure appropriate oversight and governance. Contribute to the development and review of complaints policies, procedures, and templates. Support internal and external audits, inspections, and reviews by providing evidence and assurance. Identify themes, trends, and recurring issues from complaints data. Work with Quality, Governance and Risk teams to ensure learning from complaints is embedded into practice and policy where appropriate. Support the development and monitoring of action plans arising from complaints investigations. Contribute to the triangulation of complaints with incidents, claims, safeguarding, and patient feedback to identify systemic risks. What youll bring to the role: Experience in complaints handling within a healthcare, public sector, or regulated environment. Strong understanding of complaints regulations, governance frameworks, and relevant legislation. Proven ability to coordinate investigations and draft high-quality written responses. Experience working with multidisciplinary teams and senior stakeholders. Excellent written and verbal communication skills, with a focus on clarity and empathy. Strong organisational and time management skills, with the ability to manage multiple cases simultaneously. High attention to detail and accuracy in logging and reporting. Ability to analyse data to identify trends and systemic issues. Proficient in using complaints management systems and Microsoft Office tools. Why work for us? 25 days holidays plus bank holidays Buy and sell annual leave scheme Refer a friend scheme Company pension Company sick pay scheme Company annual bonus scheme Life assurance scheme Bluelight Card- 100s of discount and cashback options Performance review with a training and development plan Employee discounts portal Gym membership Cycle to work scheme Tech scheme