Complaints Officer
| Posting date: | 12 December 2025 |
|---|---|
| Salary: | £38,682.00 to £46,580.00 per year |
| Additional salary information: | £38682.00 - £46580.00 a year |
| Hours: | Full time |
| Closing date: | 26 December 2025 |
| Location: | Gorleston, NR31 6LA |
| Company: | NHS Jobs |
| Job type: | Contract |
| Job reference: | C9177-25-0473 |
Summary
Key duties and responsibilities Support receipt, record and investigate / facilitate investigation of all formal complaints on behalf of the James Paget University Hospitals NHS Foundation Trust. Manage sensitive and confidential information in line with the General Data Protection Regulations (2018) To be prepared to deal with difficult situations face to face and by telephone and to deal appropriately with very upset and challenging complainants. To prepare the Trusts response to formal complaints. This will include investigating the issue, deciding upon the right response, with guidance and drafting the response on behalf of the Managing Director and meeting with complainants and staff as appropriate. When required to attend and take formal notes of complaint meetings. To maintain a data-base of Complaints/PALS To support the PALS staff in their roles and responsibilities To encourage staff to see the complaints system as part of operational management. To identify faults in the system that may lead to complaints, and encourage managers and clinicians to take action to prevent a recurrence. To work collaboratively with colleagues corporately and within the Divisions to embed the recommendations from national and local policy, continuously improving the service provided to complainants. To attend Corporate and Divisional Clinical Governance/Complaints meetings, informing the group of new complaints and reporting progress on current complaints; information on trends and horizon scanning. To advise and support any referrals to or investigations by the Parliamentary and Health Service Ombudsman. To ensure recommendations from Parliamentary and Health Service Ombudsman are responded to within the timescales. To assist in the continual development and implementation of associated Trust Policies and Procedures.