Lead Complaints Investigator – Patient Experience

Transformation Unit; East Midlands; On-site; GBP 49,000 - 57,000; Full time

Benefits offered by this job

Professional development opportunities

Staff benefits including EAP and gym

Job summary

University Hospitals of Derby and Burton NHS Foundation Trust is seeking an experienced Complaints Investigating Officer (Band 7) to lead formal complaint investigations and ensure timely, compassionate responses. You will work within the Patient Experience and Insight team, ensuring learning is captured and regulatory standards are met across divisions.

The role requires handling sensitive cases, coordinating with clinical and operational staff, and delivering high-quality written outcomes

Qualifications

• Experience independently investigating complex complaints, incidents, grievances or comparable casework.
• Experience managing a concurrent portfolio of complex cases and delivering high-quality written outcomes within timescales.
• Experience interviewing or meeting with people about sensitive matters.

Responsibilities

• Lead a portfolio of formal complaint investigations from initiation to draft response.
• Obtain and organise records, statements, policies and specialist advice.
• Maintain compassionate, timely communication with complainants and representatives.
• Analyse evidence, reconcile inconsistencies and formulate findings and recommendations.
• Identify safeguarding, information-governance or legal concerns and elevate when required.
• Develop action plans for upheld/partially upheld complaints and ensure learning is recorded.
• Maintain complete, auditable case records and monitor deadlines.

Skills

Analytical skills

Judgement

Report writing

Communication

Education

First degree or equivalent

Complaints handling training

Job description

University Hospitals of Derby and Burton NHS Foundation Trust is seeking an experienced Complaints Investigating Officer (Band 7) to lead formal complaint investigations and ensure timely, compassionate responses. You will work within the Patient Experience and Insight team, ensuring learning is captured and regulatory standards are met across divisions.

The role requires handling sensitive cases, coordinating with clinical and operational staff, and delivering high-quality written outcomes