Complaints Officer

Nottingham University Hospitals NHS Trust; Nottingham; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established healthcare provider is seeking a dedicated Complaints Officer to join their Patient Experience & Engagement Team. This role offers the opportunity to support patients and their families by managing feedback and complaints, ensuring compassionate communication throughout the process. As part of a collaborative team, you will handle administrative tasks, maintain accurate records, and liaise with various stakeholders to resolve inquiries. With a commitment to personal development and diversity, this organization values new ideas and encourages applications from underrepresented groups. If you are passionate about improving patient experiences, this role is perfect for you.

Qualifications

• Experience in managing complaints and providing support.
• Strong communication skills for liaising with staff and patients.

Responsibilities

• Manage a caseload of complaints with compassion and empathy.
• Handle administrative tasks and data entry accurately.
• Compose professional correspondence with excellent grammar.

Skills

Excellent typing skills

Proficiency in Microsoft Office

Compassion and empathy

Active listening

Administration experience

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

Job Title: Complaints Officer

Are you looking for a role where you can support patients, their relatives, friends, and carers by managing feedback and complaints? If so, this position within our Patient Experience & Engagement Team might be ideal for you.

You will be part of a friendly, dedicated team responsible for the administration and management of complaints, concerns, compliments, and comments, primarily for the Family Health Care Group, focusing on maternity and neonatal services. Your role involves close collaboration with a Senior Complaints Coordinator and liaising with complainants, care group leadership, and stakeholders throughout the process.

Key Responsibilities:

• Support in managing a caseload of complaints.
• Communicate compassionately and empathetically, especially in challenging situations.
• Handle administration tasks, including accurate data entry into the Trust’s database.
• Work efficiently in a busy environment.
• Compose professional emails and letters with excellent spelling and grammar.
• Liaise confidently with staff to resolve inquiries.
• Utilize Trust systems and processes effectively.

Candidate Requirements:

• Excellent typing skills and proficiency in Microsoft Office (Outlook, Word, Excel).
• Previous experience in administration is desirable.
• Ability to multi-task, listen actively, and work proactively within set timescales and processes.
• Demonstrate compassion, empathy, and sensitivity.

We offer support and training to successful applicants who demonstrate a caring attitude and a willingness to work collaboratively with staff and service users.

Additional details, including the full Job Description and Person Specification, are attached to this advert. Please note, previous applicants need not apply.

About NUH:

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

Contact:

For further details or informal visits, please contact:

• Name: Joanne Hawkins
• Job Title: Complaints & PALS Lead
• Email: [e-mail]