Complaints Officer

NHS; Coventry; On-site; GBP 31,000 - 38,000; Part time

Job summary

A healthcare organization in Coventry is seeking a Complaints Officer to manage and investigate patient complaints. Applicants should be proficient in Microsoft Office and possess knowledge of the NHS Complaints Procedure. The ideal candidate will handle sensitive information and support timely responses to complaints. The role offers a band 5 salary of £31,049 to £37,796 annually on a part-time, permanent contract.

Qualifications

• Previous experience within a health care environment is essential.
• Ability to draft formal complaint responses is required.

Responsibilities

• Review and manage incoming complaints with appropriate escalation.
• Coordinate and lead investigations of incidents.
• Provide support and expert advice on complaint investigations.

Skills

Proficient in Microsoft Word/Outlook

Good knowledge of NHS Complaints Procedure

Ability to handle sensitive information

Strong communication skills

Education

Relevant healthcare qualification

Tools

Datix

Job description

Overview

Are you looking to try a new role and a new challenge?

Why not consider joining the Patient Experience Team as a Complaints Officer. We have new positions available due to internal promotions in the team.

To work within our integrated Quality Department to ensure complaints and enquiries are investigated and responded to within national and locally set timescales. To support senior members of staff and all wards and departments to enable timely and high quality investigations and responses on behalf of the Chief Executive Officer. To provide day-to-day guidance to all staff involved in complaints and investigation handling within the Trust.

Please be advised there is a proposed interview date of 21 October 2025.

Closing Date: Please be advised that this job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested.

Main duties of the job

The job role will include:

• Reviewing incidents and complaints received with appropriate escalation where required.
• Maintaining Datix electronic records for incidents, complaints and compliments
• Coordinating and/or leading on the investigation of incidents and serious incidents
• Drafting complaint responses
• Supporting with the completion of reports for both internal and external stakeholders;
• Keeping up to date records
• General office tasks
• The successful applicant will be proficient in Microsoft Word/ Outlook and be able to produce accurately typed documents, letters, reports and e-mail correspondence.
• Previous experience within a health care environment and knowledge of the NHS Complaints procedure is essential.
• Support the Complaints Co-ordinator and the wider team through ensuring accurate data is logged in a timely manner on DATIX

About us

University Hospitals Coventry and Warwickshire NHS Trust, rated as good by the Care Quality Commission, is one of the largest teaching Trusts in the UK.

We are extremely proud of our employees across our hospital sites, with high quality patient care at the heart of everything we do.

Boasting some of the most modern facilities in Western Europe, the Trust is renowned for being at the forefront of research and innovation as part of its blossoming reputation as a worldwide leader in healthcare.

We are proud to be recognised as a Pathway to Excellence designated organisation. Pathway To Excellence - University Hospitals Coventry & Warwickshire (uhcw.nhs.uk)

By joining our exciting journey, you will form part of a passionate, talented team and will be able to access a wide range of learning and development opportunities. There has never been a better time to join our team.

Details

Date posted: 23 September 2025

Pay scheme: Agenda for change

Band: Band 5

Salary: £31,049 to £37,796 a year per annum pro rata

Contract: Permanent

Working pattern: Part-time, Compressed hours

Reference number: 218-AC-B5-7493621

Job location: University Hospital Coventry and Warwickshire, Clifford Bridge Road, Coventry, CV2 2DX

Job responsibilities

• In conjunction with the Complaints Co-ordinator, receive and review all incoming complaint communications, prioritise and initiate an investigation with the appropriate designated staff within the Trust. The post holder will need a good knowledge of the NHS Complaints Procedure, Information Governance, Freedom of Information and Data Protection.
• Directly manage highly complex and sensitive complaints information and provide expert support and advice to ensure thorough complaint investigations against NHS/Trust standards to ensure timely responses and that the Trust meets the standards set by the NHS Complaints Procedure.
• The post holder will also co-ordinate complaints under further local resolution and have the skills to recognise when this has been exhausted and liaison needs to take place with the Parliamentary Health Service Ombudsman.
• Maintain case files for all ongoing complaints and ensure that all documentation has been collated in chronological order to demonstrate easily the requirements of the procedure have been adhered to.
• Contribute to the effective and efficient handling of cross agency complaints in line with the locally agreed protocols, taking the lead where appropriate.
• Draft complaint responses for approval by the Service Manager in readiness for the Chief Executive Officer to sign.
• Maintain Datix to ensure that all of the required information about each complaint is present in readiness for data analysis.
• Establish and maintain relationships with Lead Clinicians, Clinical Directors and all grades of staff and managers to ensure effective communication and a consistent approach to all issues relating to complaints management across the Trust.
• Once a complaint is resolved, ensure that all complaint outcomes/actions are entered on Datix and when appropriate liaise with Service Managers, Clinical Directors and Medical Directors with regard to completed action plans.
• Respond positively and promptly to patient enquiries, which may include highly sensitive and contentious information. Issues often require immediate action; therefore this would include liaising with other staff within the Trust and also often includes external agencies, such as other medical providers.
• Liaise with Legal Services regarding any complaints that may give rise to litigation and work closely with the Patient Safety Manager for any complaints subject to a Clinical Adverse Event or CAE.
• Facilitate and attend complaint meetings on a frequent basis, taking notes and ensuring that the staff involved have access to all relevant paperwork and medical/nursing notes in advance. The post holder must be able to diffuse difficult and complex situations, often involving angry and bereaved clients in a professional and empathetic manner at all times.

For further details of the job role please see attached job description.

Person Specification

Qualifications & Training

• Essential: See supporting documents

• Desirable: See supporting documents

Experience

• Essential: See supporting documents

• Desirable: See supporting documents

Knowledge

• Essential: See supporting documents

• Desirable: See supporting documents

Skills

• Essential: See supporting documents

Commitment to Trust Values and Behaviours

• Essential: see supporting documents

Other information

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 disclosure to be made to the DBS to check for any previous criminal convictions.

Certificate of Sponsorship: Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.

Additional guidance: Guidance on criminal records checks for overseas applicants is available on GOV.UK.

Employer details

University Hospitals Coventry and Warwickshire NHS Trust

Address: University Hospital Coventry and Warwickshire, Clifford Bridge Road, Coventry, CV2 2DX

Employer's website: https://www.jobsatuhcw.co.uk