Complaints Officer

NHS; Great Yarmouth; On-site; GBP 38,000 - 47,000; Full time

Job summary

A healthcare organization is seeking a Complaints Officer to oversee formal complaints and ensure complainants' satisfaction. You will be responsible for investigating complaints, managing sensitive information, and drafting formal responses. The ideal candidate should have strong interpersonal skills, a degree, and knowledge of clinical services. The role is full-time, fixed-term for 6 months, with a salary between £38,682 and £46,580 per year. Located at James Paget University Hospital in Great Yarmouth.

Qualifications

• Knowledge of the NHS Complaints Handling Procedure.
• Demonstrable experience dealing with difficult situations.

Responsibilities

• Support receipt, record and investigate all formal complaints.
• Manage sensitive and confidential information.
• Prepare the Trust's response to formal complaints.
• Maintain a database of Complaints/PALS.
• Attend Corporate and Divisional Clinical Governance/Complaints meetings.

Skills

Excellent letter and report writing

Excellent communication and interpersonal skills

Analytical, objective, calm and confident

Good IT skills

Ability to lead change processes

Attention to detail

Education

Degree level qualification

Four GCSEs grade D or above including Maths and English

Knowledge of clinical and social care services

Job description

Job summary

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.

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.

Details

Job posted: 12 December 2025

Pay scheme: Agenda for change

Band: Band 6

Salary: £38,682 to £46,580 a year per annum

Contract: Fixed term

Duration: 6 months

Working pattern: Full-time

Reference number: 177-CORP-7493042-A

Job location: James Paget University Hospital, Gorleston, NR31 6LA

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).
• Be prepared to deal with difficult situations face to face and by telephone and to deal appropriately with very upset and challenging complainants.
• Prepare the Trust’s response to formal complaints. This includes investigating the issue, deciding upon the right response, and drafting the response on behalf of the Managing Director. Meet with complainants and staff as appropriate and attend and take formal notes of complaint meetings when required.
• Maintain a database of Complaints/PALS.
• Support the PALS staff in their roles and responsibilities.
• Encourage staff to view the complaints system as part of operational management, identify faults that may lead to complaints, and encourage managers and clinicians to take action to prevent recurrence.
• Work collaboratively with colleagues within and across Divisions to embed the recommendations from national and local policy, continuously improving the service provided to complainants.
• Attend Corporate and Divisional Clinical Governance/Complaints meetings, informing the group of new complaints and reporting progress on current complaints, and providing information on trends and horizon scanning.
• Advise and support any referrals to or investigations by the Parliamentary and Health Service Ombudsman, and ensure recommendations are responded to within the timescales.
• 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 and interpersonal skills.
• Analytical, objective, calm and confident.
• Good IT skills.
• Ability to lead change processes.
• Attention to detail.

Education and Qualifications

• Four GCSEs grade D or above including Maths and English.
• Degree level qualification.
• Knowledge of clinical and social care services, legislation and service management acquired through a post‑graduate qualification or equivalent experience.

Desirable

• Complaints Handling course.
• Healthcare background.
• Knowledge of national reports; Berwick, Keogh, Francis.
• Previous complaints/customer service management experience.
• Previous experience of responding to formal and informal complaints.
• Experience dealing with complainants face to face and by telephone.

Knowledge and Experience

• Knowledge of the NHS Complaints Handling Procedure.
• Demonstrable experience of dealing with difficult situations.

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.

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.

From 6 April 2017, skilled worker applicants applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement.

Employer details

James Paget University Hospitals NHS Foundation Trust

James Paget University Hospital, Gorleston, NR31 6LA

Website: https://www.jpaget.nhs.uk/work-for-us/