Complaints Officer
| Posting date: | 30 December 2025 |
|---|---|
| Salary: | £44,485.00 to £52,521.00 per year |
| Additional salary information: | £44485.00 - £52521.00 a year |
| Hours: | Full time |
| Closing date: | 06 January 2026 |
| Location: | Dartford, DA2 7WG |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | C9277-25-1578 |
Summary
Key Task and Responsibilities Work with and keep the senior managers (Associate Directors/Service Managers) regularly appraised of developments with concerns and complaints, highlighting serious cases at the earliest opportunity, Work closely with complainants to clarify issues to be investigated, their desired outcomes and to agree time-frames Ensure that formal complaints are acknowledged within three working days Ensure that complainants are given advice and guidance on the complaints procedure, including the role of independent advocacy and the Ombudsmans Office Following discussion with complainant upload details of the complaint onto DatixWeb and ensure that complaint is directed to the appropriate Service Director Keep the Complaints and PALS Manager regularly apprised of developments with complaints and concerns, highlighting serious cases at the earliest opportunity Working in partnership with the Investigating Officer, monitor the progress of complaints investigations, providing advice and support where necessary Liaise with external organisations and patient representatives with regard to individual complaints Maintain contact with the complainant in protracted investigations Review the response from the Investigating Officer to ensure that issues raised by the complainant have been fully addressed Draft final response to the complaint on behalf of the Chief Executive Liaise with Ombudsmans office regarding 2nd Stage Complaints Attend Directorate PEG meetings Develop resources and work with services to ensure that service users, carers and members of the public are aware of the Trusts complaints process Keep up to date on legislation, national guidance and good practice relating to complaints Office systems To ensure complete, confidential files are kept of all cases handled by: Maintaining the database (DatixWeb) of complaints raised, both formal and complaints dealt with locally, including actions taken from upheld complaints To ensure timely input to enable the production of reports To work with other Datix users in the Trust to ensure consistency of information coding and collation To uphold records standards in accordance with Trust records management policy and guidance Reporting and learning lessons To identify where there is an element of risk - clinical, child protection or vulnerable adults and act in accordance with national and Trust policy To provide a regular case briefing to the Service Director Compile regular complaints reports, highlighting trends, action taken and compliance with performance targets Working relationships Working in designated directorate/s the post holder will provide advice and support to the investigation process, monitor time-scales for investigation reports and the completion of action plans, and provide support to embed learning from complaints Working as a member of the Complaints Team the post holder will:- Liaise with the Complaints and PALS Manager and with other team members Develop and maintain excellent communication links and good working relationships with all staff groups, patients, carers and external agencies. Management responsibilities Be responsible for maintaining direct contact and good working relationships with staff at all levels across the Trust Participate in induction and training provided to staff on complaints management/handling as required. Leadership The post holder is responsible to the Complaints and PALS Manager Contribute to writing, implementing and supporting policy and procedures relating to complaints Research and development Undertake surveys and audit as necessary to facilitate the development of the complaints service Other roles To provide cover for team colleagues in agreement with line manager Provide regular updates for team meetings. Take part in regular individual supervision, including annual appraisals. Perform any other duties commensurate with the grade and in line with the requirement of this post, contributing to the variety of work streams that underpin the Trusts patient experience agenda.