Complaints Officer
| Posting date: | 27 April 2026 |
|---|---|
| Salary: | £27,485.00 to £30,162.00 per year |
| Additional salary information: | £27485.00 - £30162.00 a year |
| Hours: | Full time |
| Closing date: | 11 May 2026 |
| Location: | Plymouth, PL6 8DH |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | C9216-26-0652 |
Summary
PRIMARY DUTIES & AREAS OF RESPONSIBILITY To manage, facilitate and co-ordinate complaints related To manage, facilitate and co-ordinate complaints related communication for Complainants, colleagues and external organisations. To support service lines to adopt a pro-active approach to the management of complaints within statutory requirements and broad national and local guidelines. To support the service lines in their response to any request from the Parliamentary Health Service Ombudsman in an efficient and effective manner. Support the on-going management of the complaints and any internal and external investigations. To record and monitor the learning from complaints and ensure outstanding actions are completed by the service lines. To discuss with Service Lines any outstanding actions and escalate any actions via the appropriate routes. To manage the planning, prioritising, and organising of personal caseloads and to cover colleagues work in their absence. This will include face to face, telephone and email contact with complainants, colleagues and external agencies to support the timely and effective resolution of complaints. To advise and attend local resolution meetings. To deliver a high-quality service that meets Trust and national standards and deadlines. Responsible for identifying and escalating areas of concern via the appropriate routes, to include delayed responses and any thematic concerns. Responsible for prompt and accurate complaints data entry and ensure complaints are handled in line with SOPs and regulatory policy. Work as part of a multidisciplinary team, including the Incident and Legal teams, Coroner, solicitors, MPs, Service Line Senior Managers, Chief Executive Team, Advocacy services and any other external agencies including GPs, Care Homes and SWAST. Supporting managers (at all levels) and staff in the implementation of the Trusts policies and procedures relating to the handling of complaints. Promoting awareness of the benefits of learning from complaints via service line meetings and influence a culture of no blame, as well as open and honest investigation and reporting. To coach staff at all levels on complaint processes and legislation, including how to write a response letter to meet Trust and NHS statutory requirements. To advise patients, carers and families of the NHS complaints procedure and inform complainants of independent advocacy and other services that may support them as required. To risk assess complaints using the Trust matrix based on their complexity and escalate accordingly. For further details please see attached JD&PS.