Complaints Officer

James Paget University Hospitals NHS Foundation Trust; Gorleston-on-Sea; On-site; GBP 60,000 - 80,000; Full time

Job summary

A university hospitals NHS foundation trust in Gorleston-on-Sea is seeking a Complaints Officer to support the investigation of formal complaints. The role focuses on ensuring complainants are satisfied with their concerns being addressed, helps manage sensitive information, and requires excellent writing and interpersonal skills. The ideal candidate should have knowledge of NHS complaint procedures and experience dealing with difficult situations. This is a key role in fostering a culture of continuous improvement.

Qualifications

• Knowledge of the NHS Complaints Handling Procedure is essential.
• Demonstrable experience of dealing with difficult situations.
• Experience responding to formal and informal complaints.

Responsibilities

• Support receipt and investigation of formal complaints.
• Manage sensitive and confidential information appropriately.
• Prepare Trust's responses to formal complaints and attend complaint meetings.
• Work collaboratively to improve complaint handling processes.

Skills

Excellent letter and report writing

Excellent communication/interpersonal skills

Analytical, objective, calm and confident

Ability to lead change processes

Education

Four GCSEs grade D or above including Maths and English

Knowledge of clinical and social care services, legislation, service management

Complaints Handling course

Job description

James Paget University Hospitals NHS Foundation Trust

Complaints Officer

The closing date is 26 December 2025

The Complaints Officer will support investigation of all formal complaints, ensuring the main focus is the complainants' satisfaction that their concerns have been addressed and to ensure lessons are learnt when things go wrong.

Main duties of the job

The post holder will provide help and support to complainants and staff and investigate complaints in line with national and local policy. The post holder will support responses to be sent from the Executive Managing Director within the timescales expected.

Acting on their own initiative, but also in conjunction with the Complaints Investigator and the Head of Patient Experience and Engagement, the post holder will monitor the effectiveness of activities, processes and learning, thereby creating an environment of continuous quality improvement and development.

Line management of the PALS and Complaints Team in the absence of the Complaints Investigator

About us

We want to attract the best and brightest people to work with us and that means we will look after you from the moment you apply for a role at the Trust and throughout your career with us. Our staff are central to everything we do, and we believe that investing in you is crucial if we want to enable you to reach your full potential.

Job responsibilities

Key duties and responsibilities

• Support receipt, record and investigate / facilitate investigation of all formal complaints on behalf of the James Paget University Hospitals NHS Foundation Trust.
• Manage sensitive and confidential information in line with the General Data Protection Regulations (2018).
• To be prepared to deal with difficult situations face to face and by telephone and to deal appropriately with very upset and challenging complainants.
• To prepare the Trust's response to formal complaints. This will include investigating the issue, deciding upon the right response, with guidance and drafting the response on behalf of the Managing Director and meeting with complainants and staff as appropriate. When required to attend and take formal notes of complaint meetings.
• To maintain a database of Complaints/PALS.
• To support the PALS staff in their roles and responsibilities.
• To encourage staff to see the complaints system as part of operational management. To identify faults in the system that may lead to complaints, and encourage managers and clinicians to take action to prevent a recurrence.
• To work collaboratively with colleagues corporately and within the Divisions to embed the recommendations from national and local policy, continuously improving the service provided to complainants.
• To attend Corporate and Divisional Clinical Governance/Complaints meetings, informing the group of new complaints and reporting progress on current complaints; information on trends and horizon scanning.
• To advise and support any referrals to or investigations by the Parliamentary and Health Service Ombudsman. To ensure recommendations from Parliamentary and Health Service Ombudsman are responded to within the timescales.
• To assist in the continual development and implementation of associated Trust Policies and Procedures.

Person Specification

Skills and Knowledge

• Excellent letter and report writing
• Excellent communication/interpersonal skills
• Analytical, objective, calm and confident
• Ability to lead change processes

Education and Qualifications

• Four GCSEs grade D or above including Maths and English
• Knowledge of clinical and social care services, legislation, service management acquired through post graduate qualification or equivalent experience
• Complaints Handling course

Knowledge and Experience

• Knowledge of the NHS Complaints Handling Procedure
• Demonstrable experience of dealing with difficult situations
• Knowledge of national reports; Berwick, Keogh, Francis
• Previous experience of responding to formal and informal complaints
• Dealing with complainants face to face and by telephone

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.

James Paget University Hospitals NHS Foundation Trust