Complaints Handler

Posting date:	11 March 2026
Salary:	£31,049.00 to £37,796.00 per year
Additional salary information:	£31049.00 - £37796.00 a year
Hours:	Full time
Closing date:	23 March 2026
Location:	Kettering and Northampton, NN1 5BD
Company:	NHS Jobs
Job type:	Contract
Job reference:	C9264-26-0165

Summary

Corporate Responsibilities Manage and co-ordinate complaints received within UHN, making decisions on the way correspondence received should be processed in line with the NHS Complaints Procedure and adhering to statutory requirements. Respond to verbal and written complaints, document the concerns and resolve the issues through to conclusion by investigation and response to the complainant, or pass to an appropriate Manager for resolution and response depending upon the nature and complexity of the complaint. Prepare detailed and complex letters of response on behalf of the Chief Executive and other members of the Executive team. This information contains clinical terminology that must be explained in laymens terms. Ensuring that all responses are in appropriate format, style, language and demonstrate a thorough investigation has been undertaken and lessons learned, if appropriate, in line with the NHS Complaints Procedure and adhering to statutory requirements. Chair and/or attend local resolution meetings with members of UHN and complainants. This may involve the taking of detailed meeting notes / recordings. Be responsible for ensuring that all types of complaints are appropriately, promptly and accurately registered on the complaints database to ensure accurate up to-date information is available at all times. Make decisions on the need to obtain consent/proof of identity for complaints from third parties in accordance with the NHS complaint Regulations, GDPR, Access to Deceased Records Act and the Mental Capacity Act. Make decisions to release information on complaints under GDPR, taking into account the other relevant legislation. Advise, direct and support UHN personnel when undertaking investigations on the requirements for documentation to ensure standards are met in line with NHS Complaints Procedure and adhering to Statutory Guidelines. Co-ordinate the investigation process and liaise with the investigator(s) within the Divisions for cases undergoing review by the Parliamentary & Health Service Ombudsman. Assistance to manage the resolution of complaints where complainants remain dissatisfied. Facilitate further investigation Liaise with the Parliamentary & Health Service Ombudsman as required in the potential and actual investigation of complaints Triage new complaints, identifying potential and actual risks, escalating individual cases to appropriate senior staff to ensure that the correct course of action is taken. Participate in local and regional complaints meetings as requested by the Complaints Manager. In conjunction with the Complaints Manager identify and follow up complaints in relation to learning from complaints through requesting and monitoring of action plans Maintain open and constructive relationships with service user representatives and external organisations Any other duties appropriate to the post as required by the Complaints Manager Cover for the Complaints Manager and Complaints Administration Officer in their absence. Quality Assurance and Monitoring Produce reports and summaries from the computerised complaints system as required for the Trust Board, Divisions, CCG and other external bodies. Analyse data, information and trends on complaints and present to a wide-ranging audience In conjunction with the Complaints Administration Officer maintain a complaints database ensuring patient complaints/feedback is recorded and monitored. People/Management Excellence Deliver training and advice on issues relating to complaints. Identify the training needs of the organisation and arrange appropriate training and advice as necessary Advise, guide and support the complaints administrative team when handling complaints Contribute to appraisals and personal development plans in respect of training needs taking responsibility for meeting mandatory training requirements. Supporting Patient Excellence Work with wards/departments to ensure that Divisions devise development plans to reduce the risk or prevent the complaint reoccurring. Policy and Service Development Responsibilities In conjunction with the Complaints Manager work alongside the Divisional teams to develop systems and processes ensuring they are implemented to accurately record and monitor performance against local and national targets and to proactively manage any variances. Supporting Financial Excellence Support the Complaints Lead/ Head of Patient Services to deliver a financial performance in line with the Trusts agreed financial plan and ensure that resources remain within the required budget. Research and Development Responsibilities Support the Complaints Manager to devise surveys and develop techniques to evaluate evidence of patient involvement / feedback on the Complaints Department and propose changes. Travel between the Kettering and Northampton Hospital sites and other sites where required