Complaints Officer

NHS; Ashton-under-Lyne; On-site; GBP 60,000 - 80,000; Full time

Job summary

A local healthcare trust is seeking a dedicated Complaints Officer to manage patient feedback and improve services. This role involves addressing concerns from patients and family members, ensuring clear and timely communication. Ideal candidates will have strong administrative skills, experience in healthcare settings, and a commitment to patient care. The role offers benefits like flexible working, annual leave, and an NHS Pension. It is vital to have the right to work in the UK as visa sponsorship is not available.

Benefits

Flexible working

27-33 days annual leave plus bank holidays

NHS Pension Scheme

Health checks and discounts

Support for stress, bereavement, and relationships

Qualifications

• Applicants must have a good standard of education including written and verbal English.
• Experience supervising or line-managing staff is essential.
• Candidates should have experience managing complaints or working with upset individuals.
• Experience in NHS, healthcare, or social care settings is preferred.
• Administrative experience including report writing and managing meetings is required.
• Familiarity with patient safety management systems is an advantage.

Responsibilities

• Support the complaints management process and respond to concerns raised.
• Communicate effectively with patients, families, and stakeholders.
• Input data onto local and national databases and compile performance reports.

Skills

Good written and verbal English

Supervising or line-managing staff

Managing complaints and concerns

Working in NHS or healthcare settings

Administration experience

Using patient safety management systems

Education

Good standard of education (GCSE C/4 pass or equivalent)

Tools

Ulysses

Datix

Job description

Go back Tameside and Glossop Integrated Care NHS Foundation Trust

Complaints Officer

The closing date is 17 December 2025

We are seeking a motivated and dedicated individual to support the delivery of an accessible, responsive, and patient‑focused complaints service. The Complaints Officer role is varied and rewarding, involving listening to feedback from patients, families, carers, and members of the public, and helping to address their concerns with care and clarity. You will play a key role in shaping how the Trust responds to feedback, ensuring communications are clear, empathetic, and timely, while also supporting the team that guides patients and their families through their queries and concerns. We are looking for someone with excellent organisational and administrative skills, who can communicate effectively, resolve problems, and uphold the Trust and NHS Complaints procedures.

As part of the Corporate Nursing and Integrated Governance Team, you will help foster a culture of learning and continuous improvement across all aspects of patient care, influencing and enhancing the experience of those who use our services. The Integrated Governance Team at Tameside and Glossop Integrated Care NHS Foundation Trust is committed to openness, transparency, and candour. We value the experiences of patients, relatives, and carers, and believe in improving safety and quality through learning and positive change.

Main duties of the job

The main purpose of this role is to provide support for the organisation in the delivery of the robust management of concerns and complaints relating to patient care and treatment at the Trust. The post holder would be expected to facilitate the concerns and complaints process for patients and staff. This includes regular contact with complainants, patients, and internal and external stakeholders to appropriately respond to concerns raised within agreed timescales and in line with the Trust's complaint process and national NHS Complaint Standards. As part of this process the post holder will also be responsible for input of data onto local and national databases, compilation of reports to show departmental and divisional performance as well as formulating complaints correspondence.

About us

Tameside and Glossop Integrated Care NHS Foundation Trust serves a community of 250,000 people across Tameside & Glossop. We provide a range of services both within the hospital and across our community for both adults and children. Our vision is to improve health outcomes for our population and influence wider determinants of health through collaboration with our health & care partners.

We have a clear set of values & behaviours which we expect all of our staff to demonstrate:

• Compassion
• Accountability
• Respect

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.

We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from Black, Asian & minority ethnic candidates, LGBTQ+ & Disabled people.

Benefits include; flexible working, 27-33 days annual leave plus bank holidays, sick pay, NHS Pension Scheme, free eye tests and health checks, gym discount, free bicycle loan scheme, salary sacrifice car scheme, support with stress, bereavement, relationships, finance, and much more.

Job responsibilities

The job description gives an overview of the main tasks and responsibilities of the role, and the person specifications focusses on the qualifications, skills, experience and knowledge required. These documents are attached on the page and can be downloaded.

The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.

Important Notice on Visa Sponsorship Eligibility

Please note that whilst the trust does offer sponsorship this role is unfortunately 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 £41,700 per annum and/or the required skill level set by UK Visas and Immigration.

We appreciate your interest in this opportunity and encourage applications from candidates who already have the right to work in the UK.

Person Specification

• Good standard of education including good written and verbal English (GCSE C/4 pass or equivalent)
• Experience supervising or line-managing staff, including providing guidance, support, and workload coordination.
• Experience managing complaints, concerns, or working with challenging/upset individuals
• Experience working in NHS, healthcare, or social care settings
• Administration experience, including report writing, letter writing, and managing meetings
• Experience of using patient safety management systems including Ulysses, Datix or other risk management systems

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer name

Tameside and Glossop Integrated Care NHS Foundation Trust

Address

Tameside Hospital - Silver Springs Building