Admin Support

NHS; Harrow; On-site; GBP 25,000 - 30,000; Full time

Job summary

A healthcare organization seeks an Administrative Support professional to join its Complaints Team in Harrow, England. This role is crucial for managing customer complaints, ensuring effective documentation and adherence to regulatory requirements. The ideal candidate will have a strong administrative background, excellent organizational skills, and the ability to handle high workloads. Prior experience in a regulated environment and strong communication skills are essential. This is a full-time position with responsibilities including correspondence management and data accuracy oversight.

Qualifications

• Proactive and self-motivated.
• Calm and professional under pressure.
• Empathetic and customer-focused.
• Ability to deal with confidential matters.

Responsibilities

• Log and assign incoming complaints in the case management system.
• Maintain accurate, up-to-date complaint records.
• Prepare and send acknowledgement, update, and final response letters.
• Handle calls and emails, providing polite support to customers.

Skills

Strong administrative or customer service background

Excellent organisational skills

Attention to detail

Manage high-volume workloads

Competent user of Microsoft Office

Strong written and verbal communication skills

Education

GCSEs or equivalent

Additional administrative qualifications

Tools

Microsoft Office

Job description

Overview

The Administrative Support role within the Complaints Team provides essential coordination, documentation, and clerical support to ensure customer complaints are handled efficiently, accurately, and in accordance with internal policies and regulatory requirements. This position supports Complaint Handlers and Team Leaders by managing correspondence, maintaining records, preparing reports, and ensuring smooth day-to‑day operations.

Main duties of the job

Key Responsibilities

• Log and assign incoming complaints in the case management system.
• Maintain accurate, up-to‑date complaint records.
• Track deadlines to ensure responses meet required timeframes.
• Prepare and send acknowledgement, update, and final response letters.
• Handle calls and emails, providing polite, professional support to customers and third parties.
• Schedule meetings, prepare agendas, and take minutes for review sessions.
• Assist Complaint Handlers by gathering required documentation and evidence.
• Support reporting by compiling data for audits.
• Update databases, spreadsheets, and reporting tools.
• Check data accuracy and ensure compliance with data‑protection standards.
• Generate weekly and monthly performance reports.
• Ensure all administrative processes adhere to regulatory requirements such as FCA, Ombudsman, GDPR, or sector‑specific rules.
• Follow internal procedures for complaint escalation and quality control.

Skills and Experience

• Strong administrative or customer‑service background.
• Excellent organisational skills and attention to detail.
• Ability to manage high‑volume workloads and meet deadlines.
• Competent user of Microsoft Office including Word, Excel, and Outlook.
• Strong written and verbal communication skills.
• Experience working in a regulated or complaints‑handling environment is beneficial but not essential.

Personal Attributes

• Proactive and self‑motivated.
• Calm and professional under pressure.
• Empathetic and customer focused.
• Effective team player with a willingness to support others.

Typical Qualifications

• GCSEs or equivalent. Additional administrative qualifications are an advantage.

Additional Information

Harrow Health operates a system of individual performance review/apraisal for the purpose of agreeing performance objectives and discussing development needs in line with requirements of service need in the operational plan.

Person Specification

• Microsoft/IT Literate
• Ability to work both alone and cooperatively as part of a team
• Experience of taking formal/minute professionalism
• Demonstrable resilience and interpersonal skills
• Ability to deal with matters of a confidential nature
• Effective personal organisation skills
• Inclusive and collaborative approach
• Excellent organisational and time management skills
• Knowledge of Complaint handling, Governance and UK GDPR
• Basic IT skills

Qualifications

• Excellent standard of English, spoken and written communication.
• B1 Common European Framework of Reference for Language CEFR or equivalent.
• Mandatory Training modules such as Psirf, Safeguarding Adults and Children, Infection Control, UK GDPR, Data Protection, Health and safety Information Governance, Clinical Governance.

Experience

• Complaint handler experience.
• Experience of working in primary care.
• Experience of dealing with vulnerable patients.
• Experience of working in a GP practice.
• Experience with working with Mental Health or Neurodivergent patients.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Legal & Policies

• Full-time DBS enhanced level requirement.
• Confidentiality and data protection obligations under GDPR and the Data Protection Act 1998.
• Health and safety duty under the Health and Safety at Work Act 1974.
• Commitment to the Harrow Health Equal Opportunities Policy.
• No smoking on Harrow Health premises.