Complaints Handler
| Posting date: | 27 November 2025 |
|---|---|
| Salary: | £27,000.00 per year |
| Additional salary information: | £27000.00 a year |
| Hours: | Full time |
| Closing date: | 09 December 2025 |
| Location: | Harrow, HA1 2EY |
| Company: | NHS Jobs |
| Job type: | Contract |
| Job reference: | B0480-25-0029 |
Summary
Key Responsibilities: Complaint Management Receive, log, and acknowledge complaints within mandated timescales. Ensure complaints are investigated promptly, thoroughly, and objectively in line with local and national procedures. Liaise with clinical, administrative, and operational teams to gather accurate and comprehensive information. Maintain regular communication with complainants, ensuring they are kept informed throughout the process. Drafting and Responding Prepare clear, precise, and empathetic written responses on behalf of the organisation. Ensure response letters reflect factual accuracy, clinical input (where required), and compliance with internal quality standards. Coordinate responses for ICBs and the PHSO, ensuring submissions are timely and meet required formats. Prepare clear, precise, and empathetic written responses on behalf of the organisation. Ensure response letters reflect factual accuracy, clinical input (where required), and compliance with internal quality standards. Coordinate responses for ICBs and the PHSO, ensuring submissions are timely and meet required formats. Governance and Reporting Maintain accurate, secure, and confidential records in accordance with data-protection legislation and internal governance requirements. Contribute to the preparation of reports, including complaint statistics, emerging trends, and lessons learned. Support quality-improvement activities arising from complaint themes and patient-experience feedback. Stakeholder Engagement Build effective working relationships across clinical and non-clinical teams. Ensure sensitive issues are handled with professionalism, discretion, and fairness. Support training and awareness-raising activities relating to complaint handling and patient experience.