Complaints and Patient Experience Administrator

Northumbria Group.; Sunderland; Hybrid; GBP 28,000 - 31,000; Full time

Benefits offered by this job

Flexible working

Hybrid working

Pension scheme

Professional development and training

Supportive team environment

Lease Cars (Salary sacrifice)

Job summary

NHS North East and North Cumbria Integrated Care Board is hiring a Complaints and Patient Experience Administrator (Band 4) in Sunderland. This permanent, full-time role includes flexible and hybrid working options and a 37.5-hour week.

You will support the complaints service with administrative coordination, ensuring timely handling from receipt to closure while maintaining sensitive information with care and professionalism.

Qualifications

• Significant administrative experience including office systems.
• Experience dealing with the public and handling confidential information.
• Experience with NHS complaints handling is desirable.

Responsibilities

• Make and receive telephone calls from patients, complainants, families and provider organisations.
• Prepare acknowledgements, consent requests and routine correspondence using approved templates.
• Maintain accurate complaint records on SIRMS and other electronic systems.
• Monitor deadlines and progress correspondence and actions within timescales.
• Check information for completeness and escalate matters as needed.
• Coordinate meetings, prepare documentation, take notes and record actions.
• Support production of routine reports and complaints activity information.

Skills

Administrative experience

Customer service

Confidential information handling

Excellent written and verbal kommun?

Education

GCSE Maths and English (C or above)

NVQ 4 level or equivalent

NHS Complaints handling

Tools

SIRMS

Electronic records management

Job description

Complaints and Patient Experience Administrator

NHS AfC: Band 4

Main area Complaints and Patient Experience Administrator Grade NHS AfC: Band 4 Contract Permanent Hours

• Full time
• Flexible working

37.5 hours per week Job ref 134-8402490KD

Site Pemberton House Town Sunderland Salary £28,392 - £31,157 Per annum Salary period Yearly Closing 15/11/2026 23:59

Are you passionate about health and social care and looking for a role that offers flexibility and growth? At North East and North Cumbria Integrated Care Board, we value work-life balance and offer a range of flexible working options, including hybrid working. Enjoy a supportive team environment, competitive salary, and opportunities for professional development.

Flexible Working Options: We understand the importance of work-life balance and offer a range of flexible working options, including part-time and job share. We encourage applicants to discuss their preferred working patterns during the interview process.

Hybrid Working: This role offers the opportunity for hybrid working, allowing you to split your time between our ICB offices and home. We aim to provide a supportive and adaptable working environment that meets the needs of our staff, service delivery and the patients within our Region.

• Competitive salary and pension scheme
• Opportunities for professional development and training
• Supportive team environment
• Enhanced work-life balance through flexible and hybrid working arrangements
• Employee Benefits – Salary Sacrifice Schemes such as Lease Cars, Home Electronics, Cycle to Work

Job overview

An exciting opportunity has arisen to join the Complaints and Patient Experience Team at NHS North East and North Cumbria Integrated Care Board.

We are looking for a professional, compassionate and highly organised administrator who can provide comprehensive administrative and coordination support across our complaints service. You will help ensure that complaints, concerns and enquiries are handled efficiently, accurately and sensitively from receipt through to closure

Main duties of the job

As a key first point of contact, you will communicate with patients, complainants, families, carers, NHS providers and other stakeholders by telephone, email and letter. You will provide reassurance, explain routine administrative processes and help people understand the next steps and expected timescales. You must be comfortable communicating with people who may be distressed, anxious, frustrated or dissatisfied, while remaining calm, empathetic and professional.

Working for our organisation

Our Integrated Care Board (ICB) is the largest in the country.

The ICB is responsible for ensuring that high quality and safe health services are accessible to all of our communities. It has a wide range of functions, including; promoting integration of health and care services, improving peoples health and well-being, reducing health inequalities.

With a £6.6 billion budget and a workforce of 170,000 people across the North East and North Cumbria. As well as strategic functions, ICB staff also work at place level with local health and wellbeing boards in each of our 14 local authority areas. These teams also work alongside our 67 primary care networks which are groups of local GP practices, social care teams and other community- based area providers.

The ICB works with our Provider Collaborative too, this includes the 11 NHS Foundation Trusts in the region, to deliver our shared priorities.

Detailed job description and main responsibilities

Your responsibilities will include:

Making and receiving telephone calls from patients, complainants, families and provider organisations.

Preparing acknowledgements, consent requests and routine correspondence using approved templates.

Maintaining accurate and contemporaneous complaint records on SIRMS and other electronic systems.

Monitoring deadlines and supporting the team to progress correspondence and actions within agreed timescales.

Checking information for completeness, identifying routine omissions or discrepancies and escalating matters appropriately.

Coordinating meetings, preparing documentation, taking notes and recording agreed actions.

Supporting the production of routine reports and complaints activity information.

The successful candidate will have significant administrative experience, excellent written and verbal communication skills and experience of dealing with the public and handling sensitive or confidential information. You will be able to work accurately at pace, manage competing priorities and maintain effective electronic records and audit trails. Experience of complaints handling and minute taking would be desirable.

Person specification

Qualifications

• GCSE (or equivalent) Maths and English grade C or above
• Educated to NVQ 4 level in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience
• Significant administrative/ secretarial experience including initiating and maintaining office systems.
• Demonstrable experience in dealing with the public and dealing with sensitive and confidential information.
• Experience of working in NHS Complaints handling

The use of Artificial Intelligence: Whilst the ICB are a highly innovative organisation, the use of Third Party Artificial Intelligence (AI) presents a risk to the integrity of our Recruitment & Selection processes. If you use AI, and it poses a riskto the integrity your individual recruitment process, we may withdraw your application at any stage of the process.

UKVI Sponsorship: Please note that North East and North Cumbria ICB do nothold a UKVI sponsorship license. Therefore, we are unable to proceed with applications that require sponsorship.

Reasonable Adjustments: If you require any reasonable adjustments to attend interview please make the recruitment team aware as soon as possible by calling our HR Recruitment Team on 0191 203 1415 option 2.

Fit & Proper Person Regulations: Applicants who meet the Fit and Proper Person Requirements (FPPR) will require additional pre-employment checks in line with CQC and NHS England statutory guidance.