Complaints Officer

NHS; Nottingham; On-site; GBP 24,000 - 26,000; Full time

Job summary

An established healthcare provider is seeking a compassionate and dedicated Complaints Officer to join their Patient Experience & Engagement Team. In this role, you will support patients and their families by managing complaints, ensuring their voices are heard, and providing empathetic responses. Your strong communication and organizational skills will be vital as you liaise with staff and stakeholders, manage administrative tasks, and work in a dynamic environment. This is a fantastic opportunity to make a real difference in the lives of service users while developing your career in a supportive and innovative healthcare setting.

Qualifications

• Experience in a customer service environment is essential.
• Ability to handle sensitive information confidentially.

Responsibilities

• Support the management of a caseload of complaints.
• Draft emails and letters with high standards of spelling and grammar.

Skills

Empathy

Communication Skills

Organizational Skills

Customer Service Experience

Active Listening

Education

NVQ 3 in Customer Services

Relevant IT Qualifications (ECDL or equivalent)

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

Job Summary

Are you looking for a role where you can support patients, their families, friends, and carers by gathering feedback and assisting with our complaints process? The Complaints Team within the Patient Experience & Engagement Team is seeking a dedicated Complaints Officer. You will be part of a friendly team responsible for the administration and management of complaints, primarily focusing on concerns, compliments, and comments related to the Family Health Care Group, especially maternity and neonatal services. You will work closely with a Senior Complaints Coordinator, liaising with complainants, care group leadership, and stakeholders throughout the process.

The role involves varied communication methods, including writing, phone calls, and face-to-face meetings, often dealing with upset or challenging service users. Compassion, empathy, and sensitivity are essential. You should demonstrate excellent administrative, organizational, and typing skills, with the ability to multitask, listen actively, and work proactively within set timescales and processes. We offer support and training, valuing a caring and compassionate approach and teamwork.

Main Duties

Familiarize yourself with the full Job Description and Person Specification attached to this advert. Key responsibilities include:

• Supporting the management of a caseload of complaints.
• Acting with compassion and displaying empathy in challenging situations.
• Managing administrative tasks, including accurate data entry into the Trust's database.
• Working effectively in a busy environment.
• Drafting emails and letters with high standards of spelling and grammar.
• Liaising confidently with staff to resolve inquiries.
• Having a good knowledge of Trust systems and processes.
• Utilizing excellent typing skills and proficiency in Microsoft Outlook, Word, and Excel.

Previous applicants need not apply.

About Us

With over 19,000 staff, NUH is one of the city's largest employers, supporting health and wellbeing through research, education, and innovation. We are committed to diversity and welcome new ideas to develop our team and deliver world-class healthcare. We offer extensive personal development opportunities and aim to turn your job into a career.

We especially encourage applications from individuals who identify as Black, Asian, or Minority Ethnic, or those with disabilities, as we strive for better representation.

Job Details

Date posted: 07 May 2025

Pay scheme: Agenda for Change

Band: Band 3

Salary: £24,625 to £25,674 per year (pro rata)

Contract: Fixed-term

Duration: 12 months

Working pattern: Full-time

Reference number: 164-7148174

Job location: QMC Hospital, Derby Road, Nottingham, NG7 2UH

Job Responsibilities

Please refer to the full Job Description and Person Specification attached for detailed information.

Person Specification

Experience (Essential): Experience in a customer service environment.

Desirable: Front-facing NHS experience, dealing with difficult and emotive situations.

Training and Qualifications (Essential): NVQ 3 in customer services and relevant IT qualifications (ECDL or equivalent).

Communication and Relationship Skills (Essential): Ability to provide tailored information, demonstrate empathy, handle sensitive information confidentially, and facilitate positive outcomes.

Planning and Organizational Skills (Essential): Ability to support complaint caseloads, liaise with divisions, and prioritize tasks effectively.

Analytical and Judgement Skills (Essential): Ability to manage sensitive information and decide appropriate actions.

Additional Information

This post is subject to a Disclosure and Barring Service check due to the sensitive nature of the role.

Employer Details

Employer: Nottingham University Hospitals NHS Trusts

Address: QMC Hospital, Derby Road, Nottingham, NG7 2UH

Website: https://www.nuh.nhs.uk/