Hybrid Patient Care Complaints Specialist

Phlo - Digital Pharmacy; Glasgow; Hybrid; GBP 29,000 - 32,000; Full time

Benefits offered by this job

Salary £29k-£32k

Hybrid working

Bonus up to 10%

33 days annual leave

Birthday day off

Pension 5%

Private Medical Insurance

Bereavement Leave

Maternity/Paternity/Adoption Pay

Counselling sessions

Pawternity Leave

Staff discounts

Hybrid culture

Job summary

Phlo in Glasgow is hiring a Patient Care Complaints Advisor to own complaints from first contact to resolution, ensuring patients are heard and outcomes are clear. You’ll work with a regulated online pharmacy, escalating medicines or safety concerns to the right teams and turning feedback into learning.

The role involves investigating with order histories, call notes and dispatch records, writing fair final responses, and contributing to governance.

Qualifications

• Experience in customer or patient-facing roles, ideally in healthcare.
• Proven track record of handling complaints from start to finish.
• Excellent written communication in plain language.
• Ability to de-escalate upset individuals and manage conversations.
• Good judgment on when clinical input is needed.
• Strong data skills to identify trends and inform improvements.
• Understanding of UK GDPR and patient confidentiality.
• Comfort with using AI tools responsibly.

Responsibilities

• Log complaints and acknowledge patients within agreed timelines.
• Triaging on arrival and flagging anything involving patient safety.
• Resolve straightforward issues at first contact where possible.
• Review escalations and follow up until closure.
• Escalate serious or high-risk complaints to leadership.
• Investigate complaints using order history and notes to find root causes.
• Write clear final responses explaining what happened and next steps.
• Review complaints that reached deadlock and document outcomes.
• Produce monthly reports on volumes, themes and response times.

Skills

Customer-facing experience

Complaint handling

Excellent written communication

De-escalation

Data awareness

GDPR & confidentiality

Tools

Intercom

Confluence

Job description

Phlo in Glasgow is hiring a Patient Care Complaints Advisor to own complaints from first contact to resolution, ensuring patients are heard and outcomes are clear. You’ll work with a regulated online pharmacy, escalating medicines or safety concerns to the right teams and turning feedback into learning.

The role involves investigating with order histories, call notes and dispatch records, writing fair final responses, and contributing to governance.