Complaints Co-ordinator

NHS Ayrshire & Arran; Ayr; On-site; GBP 26,000 - 34,000; Full time

Job summary

NHS Ayrshire & Arran is seeking a Complaints Co-ordinator based at Ailsa Hospital on a permanent basis. The role supports the Clinical and Care Governance Unit, delivering patient‑centred administrative and coordination services for complaints and feedback.

The successful candidate will have NHS experience, excellent communication skills, and be proficient in Microsoft Office, with the ability to manage priorities in a busy environment. The position is 36 hours per week and primarily on site.

Qualifications

• Experience managing or coordinating complaints or similar processes is desirable.
• Knowledge of data protection and information governance basics.
• Strong written and verbal communication skills.
• Ability to work collaboratively with multiple professional groups.

Responsibilities

• Provide comprehensive administrative and coordination support to the Patient Experience Team.
• Assist in the management of complaints, concerns, feedback and enquiries.
• Maintain records and ensure timely, professional responses.
• Manage competing priorities in a busy NHS environment.
• Work independently and build relationships at all levels.

Skills

Organisational skills

Communication

NHS experience

Prioritisation

Tools

Microsoft Office

Job description

NHS Scotland NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society.

NHS Scotland NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society.

Who We Are

NHS Ayrshire and Arran are one of 14 territorial NHS Boards within NHS Scotland.

In support of our core purpose of Working together to achieve the healthiest life possible for everyone in Ayrshire and Arran, we are committed to a culture that is Caring, Safe, and Respectful. You will be required to work collaboratively in a safe, caring and respectful way.

To find out more about NHS Ayrshire and Arran please visit our website - NHS Ayrshire & Arran - Home (nhsaaa.net)

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• Why this matters: Applications that rely on AI-generated content may be withdrawn. By applying, you confirm your responses are based on your own knowledge and achievements.

Tip: Think of AI as a helper, not a substitute. We want to understand you—not an AI tool.

Position

An exciting opportunity has arisen for a Complaints Co-ordinator based at Ailsa Hospital. This post is offered on a permanent basis.

Please note that we anticipate a high level of interest in this position and may close the vacancy early once enough applications are received. Therefore, please make sure you complete and submit your application at your earliest opportunity.

Hours

36 hours per week.

What You Will Do

This is an excellent opportunity to join the Clinical and Care Governance Unit as a Complaints Co-ordinator, providing comprehensive administrative and co-ordination support to the Patient Experience Team. The post holder will play a key role in supporting the effective management of complaints, concerns, feedback and enquiries, ensuring a professional, person-centred and timely service.

We are seeking a highly organised and motivated individual with relevant qualifications or equivalent experience, together with experience working within the NHS. The successful candidate will have excellent communication and interpersonal skills, an understanding of complaints management, data protection and access to information requirements, and the ability to manage competing priorities in a busy environment. Proficiency in Microsoft Office applications is essential, along with experience of working collaboratively with a range of professional groups. The post holder will be able to work independently, build effective working relationships at all levels, and consistently deliver high-quality work to agreed deadlines.

If you would like to find out more about the role, please contact: Lesley Arthur - [e-mail]

Right to Work / Certificates of Sponsorship

To work in the United Kingdom, there is a legal requirement for an individual to demonstrate that they have the relevant permission to work in the country. This permission is, without exception, granted by the UK Visa and Immigrations Service. Further information on what NHS Scotland Boards are required to do to check this as well as what your responsibilities include can be found within the attached Candidate Information Pack.

It is essential that you have checked that you either already have an appropriate right to work in the UK or that the post would be eligible to be sponsored before submitting your application form. NHS Ayrshire & Arran may be able to offer visa sponsorship for certain roles, provided the post meets the minimum salary threshold and any other required criteria. When considering if a post meets the salary threshold for sponsorship, please note the salary advertised is based on a full-time contract and must be pro‑rated for part‑time positions. Sponsorship is not guaranteed and is assessed on a case‑by‑case basis following interview and at the commencement of pre‑employment checks.

Please visit here for further information.

We are unable to provide sponsorship for bank contracts.