Complaints Handler

Pertemps Basingstoke; Salisbury; Remote; GBP 30,000 - 33,000; Full time

Job summary

A healthcare service provider is seeking a Complaints Case Handler to manage a caseload of complaints. This fully remote position requires experience in handling sensitive issues within healthcare, ensuring compliance with NHS standards. The ideal candidate should possess empathetic communication skills and a strong understanding of NHS complaint procedures.

Qualifications

• Experience managing complaints in healthcare or public sector environments.
• Proven ability to handle sensitive complaints independently.
• Strong understanding of NHS complaints procedures.

Responsibilities

• Independently manage a caseload of complaints compliant with NHS standards.
• Lead investigations into complaints and produce factual reports.
• Act as a point of contact for various stakeholders regarding complaints.

Skills

Managing complex complaints

Empathetic communication

NHS regulations knowledge

Mediation and resolution techniques

Job description

Complaints Case Handler

Temporary likely until the end of the year

Fully Remote

Working for a Healthcare provider

£30,000 - £33,000

Responsibilities

• Independently manage a caseload of complaints and dissatisfactions, including triaging, early resolution, and escalation where necessary, ensuring compliance with NHS & ICSSA complaint handling standards.
• Lead or support all investigations into complaints (for stage 1's), gathering and verifying relevant information, and producing clear, factual reports that support resolution and learning.
• Act as a point of contact for complainants, families, staff, and external bodies, ensuring timely, sensitive, and informative communication throughout the complaint lifecycle.
• Maintain and contribute to the development of complaints and dissatisfactions policies and procedures, ensuring alignment with NHS regulations & ICSSA guidance, legal frameworks, and best practice guidance.
• Provide guidance to patients and families on independent complaints and dissatisfactions advocacy services and facilitate resolution through mediation and constructive dialogue.

Requirements

• Experience of managing a case load of complaints within a healthcare or public sector environment, ideally within mental health or social care services.
• Proven ability to handle complex and sensitive complaints independently and empathetically.
• Strong understanding of NHS complaints procedures and national guidance (e.g., NHS Complaints Regulations, Parliamentary and Health Service Ombudsman principles).
• Familiarity with best practice in complaint resolution, including early resolution, mediation, and escalation protocols.
• Awareness of how complaints impact patient experience and service quality.