Complaint Officer

Hampshire and Isle of Wight Healthcare NHS Foundation Trust; Southampton; On-site; GBP 15,000 - 23,000; Part time

Job summary

Hampshire and Isle of Wight NHS Foundation Trust is seeking a part-time Complaints Officer in Southampton to support the Experience of Care and Community Engagement Team. You will manage concerns and complaints, acting as a key contact for patients, families and carers throughout the process.

The role requires excellent communication and organisational skills, with the ability to handle sensitive situations and coordinate investigations to achieve timely local resolution.

Qualifications

• Experience in customer service or healthcare environment.
• Excellent written and verbal communication skills.
• Strong attention to detail and organisational skills.

Responsibilities

• Manage concerns and complaints, ensuring they are handled professionally and sensitively in line with NHS regulations and timescales.
• Act as a point of contact for service users, providing advice, information and support throughout the complaints process.
• Coordinate investigations and responses, working with clinical teams, managers and external organisations to achieve timely local resolution.
• Contribute to organisational learning and service improvement through patient feedback.

Skills

Customer service

Healthcare environment

Written and verbal communication

Attention to detail

Job description

Are you passionate about delivering excellent customer service and making a positive difference to patient experience?

We are looking for a compassionate, organised and motivated Complaints Officer to join our Experience of Care and Community Engagement Team. In this rewarding role, you will support patients, families and carers by managing concerns and complaints, ensuring they are handled professionally, sensitively and in line with NHS regulations and timescales.

As a key member of the team, you will act as a point of contact for service users, providing advice, information and support throughout the complaints process. You will work closely with clinical teams, managers and external organisations to facilitate investigations, coordinate responses and help achieve timely local resolution wherever possible.

This is an excellent opportunity to develop your career within NHS patient experience and complaints management while helping us uphold our CARE values of Compassion, Accountability, Respect and Excellence.

This is a part-time role working 22.5 hours per week. Due to the needs of the service, cover is required daily from Monday to Friday.

At present, the Trust is unable to offer Skilled Worker visa sponsorship for this post. Applicants must have the right to work in the UK at the time of application.

This role requires excellent communication and organisational skills, the ability to manage competing priorities and confidence in dealing with sensitive and sometimes distressing situations. You will use your initiative to support the investigation and resolution of complaints, maintain accurate records and contribute to organisational learning and service improvement through patient feedback.

We are looking for someone with experience in customer service or a healthcare environment, strong written and verbal communication skills, excellent attention to detail and a commitment to delivering high-quality, person-centred services

Hampshire and Isle of Wight Healthcare NHS Foundation Trust is a newly established organisation, combining the expertise and services of multiple NHS providers to deliver high-quality healthcare across Hampshire and the Isle of Wight.

With a dedicated workforce exceeding 12,000 staff and a footprint that spans more than 200 sites across Hampshire, we offer an extensive range of services, including mental health, learning disabilities, community, and physical health care, reaching diverse communities across urban, rural, and coastal areas.

We are committed to delivering care with compassion, accountability, respect, and excellence, ensuring that our patients and service users are at the heart of everything we do. By working closely with our partners, we're creating a forward-thinking, inclusive organisation that champions staff development, well-being, and collaboration.

Join us and be part of an organisation dedicated to delivering exceptional healthcare; where your skills and ambitions can make a real difference to the communities we serve, now and in the future.