Complaints Facilitator

STOCKPORT NHS FOUNDATION TRUST; Stockport; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Annual leave 27-33 days

NHS pension scheme

Salary sacrifice schemes

NHS Staff discounts

Cycle to work

Salary finance

Stockport Credit Union

Job summary

Stockport NHS Foundation Trust is seeking a focused investigator to coordinate formal complaint investigations across clinical and non-clinical teams. You will review records, gather evidence, and guide the investigation process to ensure thorough handling of concerns.

You will draft compassionate, high-quality written responses for the Chief Executive, clearly explaining findings and any learning or actions taken as a result of the complaint.

Responsibilities

• Coordinate formal complaint investigations across the Trust.
• Review medical records and relevant documentation for investigations.
• Gather evidence and provide expert guidance throughout the process.
• Draft comprehensive, high-quality written responses to complaints for the Chief Executive, with clear findings and learning/actions.

Job description

The role is responsible for coordinating formal complaint investigations across the Trust, working closely with clinical and non-clinical staff to ensure all concerns are thoroughly investigated. This includes reviewing medical records and other relevant documentation, gathering evidence, and providing expert guidance throughout the investigation process. The post holder will compile and draft comprehensive, compassionate, and high-quality written responses to complaints on behalf of the Chief Executive, ensuring they are written to an exceptional standard of English and grammar, address all issues raised, clearly explain the findings of the investigation, and outline any learning or actions taken as a result of the complaint.

We hold a unique position in the Stockport community as the provider of healthcare and we are one of its largest employers. We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.

Please note that whilst the trust does offer sponsorship this role isunfortunately not eligible for visa sponsorship under the UK Skilled Worker visa route. This is due to the position not meeting the minimum salary threshold of £25,000 per annumand/or the requiredskill levelset by UK Visas and Immigration.

We recognise that flexible working is important. We take requests for flexible working seriously, consider any request we receive and try to work with you, so we can explore if your request may fit with the needs of the service.

Benefits we offer to you:

• Between 27-33 days of annual leave plus bank holidays
• NHS pension scheme membership
• Salary sacrifice schemes for lease cars, home electronics and more, to make your salary go further
• NHS Staff discounts
• Cycle to work scheme
• Salary finance - for loans, savings, budget planning and tips on managing debt
• Stockport Credit Union- for local financial advice