Patient Care Complaints Specialist

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

Benefits offered by this job

Salary £29k-£32k depending on exp.

Hybrid working

Company Bonus up to 10%

33 days annual leave

Private Medical Insurance

Counselling sessions

Job summary

Phlo is seeking a Patient Care Complaints Advisor in Glasgow to own complaints from first contact to resolution, ensuring patients are heard and outcomes are clear. You’ll triage, investigate with order history, call recordings and medical notes, escalating as needed while safeguarding patient data.

You’ll also turn findings into practical improvements, support the Patient Care Team, and contribute to a regulated online pharmacy’s learning culture. Hybrid working in Glasgow is available.

Qualifications

• Experience in a customer or patient-facing role in a regulated setting.
• Track record of handling complaints or escalations from start to finish.
• Excellent written communication, able to explain complex situations clearly.
• Confident with inbound calls and supporting the wider team when demand is high.
• Judgement to route clinical issues for specialist input.
• Strong attention to detail and methodical investigation.
• Ability to analyse data to spot trends and make recommendations.
• Good organisation and prioritisation when volumes rise.

Responsibilities

• Log every complaint on receipt and acknowledge within agreed timeframe.
• Triaging and flagging patient safety or medicine-related issues.
• Resolve straightforward issues at first contact where possible.
• Review escalations and follow up until closure.
• Escalate serious or high-risk complaints to leadership.
• Investigate using order history, conversations, call recordings and records.
• Write clear final responses with what happened and actions taken.
• Ensure deadlock cases are fully investigated and documented.
• Maintain open complaints queue within agreed limits.
• Communicate with patients calmly, de-escalating as needed.
• Handle inbound calls and support the team when needed.
• Quality-check replies to reviews before publishing.

Skills

Customer-facing

Written communication

Call handling

Attention to detail

Data literacy

Organisation

Confidentiality

Intercom

Confluence

Healthcare

Tools

Intercom

Confluence

Job description

Phlo is seeking a Patient Care Complaints Advisor in Glasgow to own complaints from first contact to resolution, ensuring patients are heard and outcomes are clear. You’ll triage, investigate with order history, call recordings and medical notes, escalating as needed while safeguarding patient data.

You’ll also turn findings into practical improvements, support the Patient Care Team, and contribute to a regulated online pharmacy’s learning culture. Hybrid working in Glasgow is available.