Complaints Investigating Officer

Transformation Unit; East Midlands; In loco; GBP 49.000 - 57.000; Tempo pieno

Vantaggi offerti da questo lavoro

Professional development opportunities

Staff benefits including EAP and gym

Descrizione del lavoro

University Hospitals of Derby and Burton NHS Foundation Trust is seeking an experienced Complaints Investigating Officer (Band 7) to lead formal complaint investigations and ensure timely, compassionate responses. You will work within the Patient Experience and Insight team, ensuring learning is captured and regulatory standards are met across divisions.

The role requires handling sensitive cases, coordinating with clinical and operational staff, and delivering high-quality written outcomes

Competenze

• Experience independently investigating complex complaints, incidents, grievances or comparable casework.
• Experience managing a concurrent portfolio of complex cases and delivering high-quality written outcomes within timescales.
• Experience interviewing or meeting with people about sensitive matters.

Mansioni

• Lead a portfolio of formal complaint investigations from initiation to draft response.
• Obtain and organise records, statements, policies and specialist advice.
• Maintain compassionate, timely communication with complainants and representatives.
• Analyse evidence, reconcile inconsistencies and formulate findings and recommendations.
• Identify safeguarding, information-governance or legal concerns and elevate when required.
• Develop action plans for upheld/partially upheld complaints and ensure learning is recorded.
• Maintain complete, auditable case records and monitor deadlines.

Conoscenze

Analytical skills

Judgement

Report writing

Communication

Formazione

First degree or equivalent

Complaints handling training

Descrizione del lavoro

Main area Administration Grade Band 7 Contract 3 months (Secondment/ Fixed term . May be required to work across all of UHDB sites) Hours Full time - 37.5 hours per week Job ref 320-TWS-2263

Employer University Hospitals of Derby and Burton NHS Foundation Trust Employer type NHS Site Royal Derby Hospital Town Derby Salary £49,387 - £56,515 Pro rata pa Salary period Yearly Closing 25/11/2026 23:59 Interview date 09/12/2026

Complaints Investigating Officer

Band 7

As a trusted organisation at the heart of our communities, we recognise the important role we can play in supporting the public, patients, our own people and local partners in achieving the best of health for the local population and the communities in which they live by providing Exceptional Care Together.

Our fundamental Values of Compassion, Openness and Excellence underpin how we intend to work as a Trust and the associated behaviours are becoming embedded in all aspects of how we work.

With over 14,000 members of staff, you can expect huge variety and new opportunities every day! Our staff go above and beyond and take pride in caring for our patients.

University Hospitals of Derby and Burton NHS Foundation Trust are fully committed to promoting inclusion, equality, diversity and human rights in employment and delivery of its services. The Trust is committed to providing an environment where all employees, patients, carers and visitors experience equality of opportunity by means of understanding and appreciating the value of diversity.

As a Trust we promote an inclusive environment and welcome applications from a diverse pool of talent and backgrounds. All individuals are valued and given every opportunity to succeed based on merit.

The Trust actively encourages applications from members of our Black, Asian and Minority Ethnic communities. These groups are under-represented in our organisation, and it’s important to us that our workforce reflects the diversity of our communities as much as possible.

Armed Forces and Disability Confident guaranteed interview scheme

To further support the pledges in the Armed Forces Covenant and to make a positive contribution to support ex-armed forces personnel (veterans) make the transition to civilian life, the Trust has introduced a Guaranteed Interview Scheme for veterans who meets the essential criteria set out in the person specification, to help them overcome barriers to find civilian employment. The scheme will operate for all external recruitment.

The Trust is a Disability Confident Employer and committed to both employing and retaining people with disabilities. This commitment is to guarantee an interview for any candidate that has disclosed a disability under the Equality Act 2010 and who meets the essential criteria set out in the person specification. Reasonable adjustments under the Equality Act 2010 will be considered upon request.

if you are blind or visually impaired and require application material in an alternative format- such as Braille, large print, audio or accessible electronic formats or you require support/adjustments with your application please contact the recruitment team on 01332 788466

The Trust is proud to be a signatory of the Care Leavers Covenant and is committed to supporting care-experienced people into employment.

Applicants who identify as a care leaver and who meet the essential criteria for the role, as detailed in the person specification, will be guaranteed an interview.

If you wish to be considered under this scheme, please indicate this within your application.

Join us and help make a real difference to our Trust.

Here’s more about the role and what we’re looking for;

Job overview

Are you an experienced and compassionate leader with a passion for patient advocacy and service improvement? We are seeking dynamic Complaints Investigators to join our wider Patient Experience and Insight team to lead and manage responding to formal complaints received into the organisation.The post holder will be supported as a senior leader in the Patient Experience, Advice and Support Services (PE-ASS) and their expertise will ensure the voice of our service users is at the heart of positive change and service transformation within the Trust.

The post holder will work collaboratively with the Divisions to ensure compassionate and transparent complaint investigations are completed, identifying learning at all opportunities. The post holder will assure compliance with the national requirements and standards for complaints set by the Care Quality Commission, NHSLA and other regulators. Therefore, acting as an expert resource, the post holder will provide senior leadership for Complaint investigation and reporting across the organisation.

Main duties of the job

Lead a portfolio of allocated formal complaint investigations from initial review to completed draft response, agreeing scope, outcomes sought, communication arrangements, evidence requirements and realistic milestones.

Establish what happened and what should have happened by obtaining, organising and critically appraising relevant records, statements, policies, correspondence and specialist advice.

Maintain compassionate, transparent and timely communication with complainants and representatives, providing progress updates, managing expectations and arranging reasonable adjustments.

Analyse complex evidence, reconcile inconsistencies and formulate balanced findings and recommendations, seeking independent clinical or professional advice where required.

Identify safety, safeguarding, legal, conduct, information-governance or reputational concerns and elevate promptly through the appropriate pathway without duplicating parallel investigations.

Develop proportionate action plans for upheld and partially upheld complaints, agreeing ownership and timescales with Divisional teams and ensuring learning is recorded and shared.

Maintain complete, contemporaneous and auditable electronic case records; monitor deadlines, elevate barriers and provide accurate workload, timeliness, quality and outcome information.

Closing date of applications: 25 November 2026

Interview date: 09 December 2026

Working for our organisation

As a trusted organisation at the heart of our communities, we recognise the important role we can play in supporting the public, patients, our own people and local partners in achieving the best of health for the local population and the communities in which they live by providing Exceptional Care Together

Our fundamental Values of Compassion, Openness and Excellence underpin how we intend to work as a Trust and the associated behaviours are becoming embedded in all aspects of how we work.

In return we will offer:

• Development opportunities, both professional and leadership development
• On-going support from recruitment to when you join our team and beyond.
• Staff benefits including employee assistance programme, discounted gym membership, onsite fitness classes, car schemes

Key Facts:

• We see on average 4810 OP appointments a day.
• We are the 4th busiest Trauma & Orthopaedic outpatients department in England – an average of 2077 per week.
• An average of 1115 patients are seen in A&Es across our network every day – 3rd largest in the country.
• Our hospitals admit an average of 195 emergency patients daily.
• Last year we undertook almost 33,700 planned surgical operations in our 57 operating theatres.
• We are one of only 7 Trusts nationally with more than 50 operating theatres.
• We carry out more than 140 elective procedures each working day.
• UHDB is a research active University Hospital with a large and varied portfolio of clinical trials and research opportunities for all staff.

Detailed job description and main responsibilities

UHDB is committed to fair and transparent recruitment. We welcome authentic applications that reflect your own skills, experience and motivations for the role. While we understand that candidates may use AI tools for grammar, formatting or accessibility purposes, applications that appear to be substantially AI‑generated may be subject to additional review. If this applies to your submission, we will let you know and may ask for clarification. Please ensure your application accurately represents your experience and is written in your own words.

Following the recent update on UK immigration policy for those on a Health and Care Visa or Skilled Worker Visa, we may be unable to provide sponsorship Skilled worker: Health and Care Visa | NHS Employers

Important visa information: Due to UK Home Office immigration rule changes effective from 22 July 2025, applicants sponsored under Occupation Code 6131 (Nursing Auxiliaries and Assistants) may not be eligible to bring dependants under the Skilled Worker route if their Certificate of Sponsorship is issued on or after this date. Applicants are responsible for understanding how these rules apply to their individual circumstances. The Trust cannot provide immigration advice. Further information is available on the Skilled Worker visa: Your partner and children - GOV.UK

Your application (for shortlisting purposes) is assessed based on the Person Specification in the job advert (below).

If you are considering applying for an internal secondment, please ensure you have discussed this with your line manager and obtained their support prior to submitting your application.

Please be aware that there is no guarantee that you will be released from your substantive post, so you should seek approval before applying as you are applying or a Secondment.

If you have any questions or require further guidance, please contact the Recruitment Team.

Person specification

Experience and Knowledge

• Experience of independently investigating complex complaints, incidents, grievances or comparable casework
• Experience of managing a concurrent portfolio of complex cases and delivering high-quality written outcomes within agreed timescales
• Experience of interviewing or meeting with people about sensitive, distressing or disputed matters.
• Experience of working effectively with senior clinical, professional and operational stakeholders and influencing without direct authority
• Knowledge of NHS complaints legislation and standards, including CQC Regulation 16 and the NHS Complaint Standards.
• Understanding of NHS structures, clinical governance, patient safety, safeguarding, equality, reasonable adjustment and organisational learning
• Experience within an acute NHS Trust or another complex, regulated organisation
• Experience of developing action plans and translating investigation findings into measurable service improvement
• Experience of Parliamentary and Health Service Ombudsman, multi-agency or cross-organisational complaints

Qualifications

• Educated to first level degree or equivalent experience
• Relevant training in complaints handling, investigation methodology, governance, quality or a related discipline
• Leadership, coaching, facilitation or management development

Skills

• Advanced analytical and judgement skills
• Excellent report-writing and editing skills, with the ability to produce accurate, empathetic and accessible correspondence
• Ability to plan, prioritise and progress multiple complex investigations within an unpredictable workload and to agreed deadlines
• Ability to influence, challenge and negotiate constructively with senior colleagues while maintaining effective working relationships
• Ability to analyse complaint themes, trends and performance information and present assurance to governance forums
• Working knowledge of quality improvement methodology

Communication

• Developed listening, questioning and interviewing skills, with the ability to clarify concerns and desired outcomes
• Ability to communicate complex, sensitive or unwelcome information with empathy, clarity and impartiality, both verbally and in writing
• Ability to de‑escalate conflict, manage challenging conversations, build trust and maintain constructive relationships across professional boundaries
• Training in conflict resolution, restorative practice, mediation, trauma-informed communication or a related approach

Our Trust aims to provide the highest quality care to patients within Derbyshire and South East Staffordshire and we want the very best people to work with us.

Follow us on Twitter @UHDBTrust or find us on Facebook & LinkedIn - UHDB Trust

IMPORTANT INFORMATION

If we receive a high number of applications for this position, we reserve the right to withdraw the post before the closing date, therefore it is advisable that you apply as early as possible to avoid disappointment.

At UHDB, we offer different ways to work flexibly to each and every one of our colleagues, many of whom already work flexibly at all sites of the Trust.

For our roles we are open to discussing the possibility of part-time/ reduced hours/ compressed hours/ flexible start and finish times/ fixed/flexible shifts/annualised hours/ term time hours/ hybrid working – working partly in the trust/partly at home.

Why don’t you talk to us at interview about the flexibility you would like to explore and what it means to you, and we will discuss what’s possible for the job and team, and the opportunities we might be able to create together.

We can’t promise to give you exactly what you want, but we do promise to work with you to look at all the available options.

Most of our posts are subject to a DBS check, however having a criminal record will not necessarily bar you from obtaining a position. Please be aware that all new employees starting work with us will be charged for the cost of their DBS check, if it is required for their role.

All correspondence relating to your application will be sent to you via our trac.system account. Please ensure that you regularly check your emails; this includes junk/spam, as your security settings may not recognise the sender.

Anyone from outside of the UK (excluding from the Republic of Ireland) will need permission from UK Visas and Immigration (UKVI) to work in the UK and may also need entry clearance before travelling here.

UKVI is responsible for managing migration. To obtain a visa or entry clearance, you will need to meet certain requirements and demonstrate you have the right the work in the UK via:

• the points-based immigration system
• the EU settlement scheme
• eVisa

During the course of its employment activities, University Hospitals of Derby and Burton NHS Foundation Trust collects, stores and processes personal information about prospective, current and former staff.

Our Privacy Notice includes applicants, employees (and former employees), workers (including agency, casual, honorary and contracted staff), volunteers, trainees and those carrying out work experience – please refer to our Privacy Notice available on our Trust website: https://www.uhdb.nhs.uk/information-governance

UHDB is committed to fair and transparent recruitment. We welcome authentic applications that reflect your own skills, experience and motivations for the role. While we understand that candidates may use AI tools for grammar, formatting or accessibility purposes, applications that appear to be substantially AI‑generated may be subject to additional review. If this applies to your submission, we will let you know and may ask for clarification. Please ensure your application accurately represents your experience and is written in your own words.

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Application numbers

If we receive a high number of applications for this position we reserve the right to withdraw the post before the closing date, therefore it is advisable that you apply as early as possible to avoid disappointment. Please ensure that you had read the Job Description and Person Spec and that you meet the criteria before applying.

Contact

Name Rebecca McEvoy Job title Interim Head of Patient Experience and Insight Email address [e-mail] Telephone number 07384457849

Kerry Than - Deputy Head of Patient Experience and Insight [e-mail] Mobile - 07917 650816

We’d love to hear from you! If you have any questions about the role, team, or working environment, feel free to get in touch for an informal chat. Speaking with us before applying is completely optional, but it can help you decide if this opportunity is the right fit for you.