Complaints Officer | Epsom and St Helier University Hospitals NHS Trust
| Posting date: | 17 February 2026 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £35,763 - £43,466 Pa incl HCAS Outer pro rata |
| Hours: | Full time |
| Closing date: | 19 March 2026 |
| Location: | Epsom, KT18 7EG |
| Company: | Epsom and St Helier University Hospitals NHS Trust |
| Job type: | Contract |
| Job reference: | 7724450/343-7724450-SC-RL |
Summary
The Complaints Officer plays an integral role in delivering a high-quality frontline patient experience by listening to, managing and learning from patient feedback to drive service improvement across Epsom and St Helier University Hospitals NHS Trust.
The post holder will coordinate and administer complaints, concerns, compliments and PALS enquiries, ensuring compliance with relevant legislation, Trust policy and statutory timescales. They will provide a responsive Patient Advice and Liaison Service, supporting patients, families and external organisations through timely resolution, information and signposting.
The role is central to supporting the patient experience improvement agenda, working with Divisions, service areas and wards to identify learning, co-design solutions and support quality improvement. The post holder will coordinate and produce patient experience intelligence and reporting, including complaints and PALS activity, themes, trends and learning, providing regular reports, trackers and dashboards to support governance, assurance and senior leadership oversight.
The post holder will also support patient experience initiatives within clinical areas, including the coordination of goodwill gestures and gifts for children and babies, in line with Trust policy and available resources.
St George’s, Epsom and St Helier University Hospitals and Health Group cares for a population of four million people in South West London and North East Surrey. Our sites include St George’s Hospital, one of 11 major trauma centres in the UK and the largest healthcare provider and major teaching hospital in the area; St Helier Hospital, home to the South West Thames Renal and Transplantation Unit and Queen Mary's Hospital for Children; and Epsom Hospital, home to the South West London Elective Orthopaedic Centre (SWLEOC).
After years of collaboration, our two Trusts became a hospitals group in 2021. While remaining as two separate Trusts, being a hospitals group will help us to collaborate more closely on research, and the development, education, and training of our 17,000-strong workforce.
At gesh we are committed to supporting flexible working arrangements. Applicants are encouraged to discuss any flexibility they may need during the recruitment process.
Please see the attached supporting document which contains more information about the role
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This advert closes on Tuesday 3 Mar 2026