Patient Experience and Complaints Co-Ordinator
| Posting date: | 09 February 2026 |
|---|---|
| Salary: | £25,708 per year |
| Hours: | Full time |
| Closing date: | 23 February 2026 |
| Location: | UK |
| Remote working: | Fully remote |
| Company: | HTG-UK |
| Job type: | Permanent |
| Job reference: | job26 |
Summary
Who Are We?
At Health Transportation Group UK, we are one of the UK’s leading providers of Non-Emergency Patient Transport, supporting thousands of vulnerable patients across the UK. We proudly serve the NHS, completing over 800,000 essential journeys every year. With 12 operational bases and a dedicated team of over 800 passionate professionals, we deliver safe, caring, and high-quality care across the country.
What Can You Expect?
As a Patient Experience and Complaints Co-ordinator, you will ensure patients, carers, and families feel heard, supported, and respected. You’ll manage your own caseload of concerns and complaints from receipt to resolution, handling cases with professionalism, empathy, and in line with HTG-UK and NHS policies.
As a central point of contact, you’ll provide information, guidance, and signposting, working collaboratively with internal teams and external health and social care partners to deliver timely and fair responses.
Working independently, you’ll use tact, judgement, and diplomacy to manage sensitive or complex situations, coordinate responses, maintain accurate records and databases, and support the wider Patient Experience Team, including deputising when required - offering variety, responsibility, and the chance to positively impact service quality and patient experience.
What’s In It For You?
Competitive Salary
Sick Pay & Support – Contractual sick pay and access to Employee Assistance Programme
Generous holiday allowance - 25 days + 8 bank and public holidays
Increased Holiday Allowance for long service
Refer a Friend Bonus – Earn £500 for each friend you bring on board
Full initial induction - Plus ongoing mentorship
Pension Scheme
Development Opportunities – Clear career pathways, including routes into leadership or clinical care roles
Engaging Workplace Culture – With regular staff competitions and recognition events/prizes
What We’re Looking For:
Experience managing complaints in health, social care, or customer-focused settings with knowledge of NHS/HTG-UK processes.
Clear, sensitive communicator (written and verbal), confident handling complex or emotive enquiries.
Strong stakeholder liaison, administration, and database management skills.
Able to work independently, using sound judgement to escalate issues when needed.
Compassionate and patient, with a strong commitment to improving patient experience.
Discreet and professional, maintaining confidentiality and integrity.
Calm, solution-focused, and effective under pressure.
Flexible, team-oriented, and willing to support colleagues when needed.
Able to manage unpredictable workloads and prioritise effectively.
Good understanding of quality, governance, and patient experience principles.
Willing to take on additional quality-related duties as required.
Our Commitment to Safer Recruitment
Patient safety is our priority. To work for HTG-UK you will need:
Enhanced DBS check (Conducted during onboarding if successful)
Right to work in the UK
Full UK manual driving licence
Satisfactory employment and character references
A satisfactory medical assessment
Equal Opportunities
The Company’s Equal Opportunities policy affirms our commitment to ensure that no patient, employee or job applicant faces discrimination - whether directly or indirectly – based on gender, sexual orientation, age, marital status, responsibility for dependants, disability, religion, belief, colour, race, nationality, ethnic or national origin, trade union activity, social background, health status, or is disadvantaged by conditions or requirements which cannot be shown as justifiable.
Safeguarding
The organisation takes the issues of Safeguarding Children, Adults and addressing domestic violence very seriously and therefore all employees at HTG-UK are expected to:
Attend mandatory training on Safeguarding children and adults
Ensure they are familiar with their and the organisation’s requirements under relevant legislation
Adhere to all relevant national and local policies, procedures, and professional codes
Report any concerns to the appropriate authority
At Health Transportation Group UK, we are one of the UK’s leading providers of Non-Emergency Patient Transport, supporting thousands of vulnerable patients across the UK. We proudly serve the NHS, completing over 800,000 essential journeys every year. With 12 operational bases and a dedicated team of over 800 passionate professionals, we deliver safe, caring, and high-quality care across the country.
What Can You Expect?
As a Patient Experience and Complaints Co-ordinator, you will ensure patients, carers, and families feel heard, supported, and respected. You’ll manage your own caseload of concerns and complaints from receipt to resolution, handling cases with professionalism, empathy, and in line with HTG-UK and NHS policies.
As a central point of contact, you’ll provide information, guidance, and signposting, working collaboratively with internal teams and external health and social care partners to deliver timely and fair responses.
Working independently, you’ll use tact, judgement, and diplomacy to manage sensitive or complex situations, coordinate responses, maintain accurate records and databases, and support the wider Patient Experience Team, including deputising when required - offering variety, responsibility, and the chance to positively impact service quality and patient experience.
What’s In It For You?
Competitive Salary
Sick Pay & Support – Contractual sick pay and access to Employee Assistance Programme
Generous holiday allowance - 25 days + 8 bank and public holidays
Increased Holiday Allowance for long service
Refer a Friend Bonus – Earn £500 for each friend you bring on board
Full initial induction - Plus ongoing mentorship
Pension Scheme
Development Opportunities – Clear career pathways, including routes into leadership or clinical care roles
Engaging Workplace Culture – With regular staff competitions and recognition events/prizes
What We’re Looking For:
Experience managing complaints in health, social care, or customer-focused settings with knowledge of NHS/HTG-UK processes.
Clear, sensitive communicator (written and verbal), confident handling complex or emotive enquiries.
Strong stakeholder liaison, administration, and database management skills.
Able to work independently, using sound judgement to escalate issues when needed.
Compassionate and patient, with a strong commitment to improving patient experience.
Discreet and professional, maintaining confidentiality and integrity.
Calm, solution-focused, and effective under pressure.
Flexible, team-oriented, and willing to support colleagues when needed.
Able to manage unpredictable workloads and prioritise effectively.
Good understanding of quality, governance, and patient experience principles.
Willing to take on additional quality-related duties as required.
Our Commitment to Safer Recruitment
Patient safety is our priority. To work for HTG-UK you will need:
Enhanced DBS check (Conducted during onboarding if successful)
Right to work in the UK
Full UK manual driving licence
Satisfactory employment and character references
A satisfactory medical assessment
Equal Opportunities
The Company’s Equal Opportunities policy affirms our commitment to ensure that no patient, employee or job applicant faces discrimination - whether directly or indirectly – based on gender, sexual orientation, age, marital status, responsibility for dependants, disability, religion, belief, colour, race, nationality, ethnic or national origin, trade union activity, social background, health status, or is disadvantaged by conditions or requirements which cannot be shown as justifiable.
Safeguarding
The organisation takes the issues of Safeguarding Children, Adults and addressing domestic violence very seriously and therefore all employees at HTG-UK are expected to:
Attend mandatory training on Safeguarding children and adults
Ensure they are familiar with their and the organisation’s requirements under relevant legislation
Adhere to all relevant national and local policies, procedures, and professional codes
Report any concerns to the appropriate authority