Patient Experience & Complaints Specialist

NHS Jobs; Chelmsford; On-site; GBP 32,000 - 46,000; Full time

Job summary

The Essex Integrated Care Board (ICB) is seeking a Complaints Officer to support efficient complaints handling across the system. The role acts as an administrator and facilitator for patient experience, escalates issues for speedy resolution, and works with partners to improve responsiveness in line with NHS standards.

You will manage data, contribute to governance reporting, and help deliver the ICB’s shift toward prevention, community care, and digital improvement, while maintaining quality,

Qualifications

• Experience in complaints management or patient experience.
• Ability to analyse data and present insights clearly.
• Experience supporting governance and reporting requirements.

Responsibilities

• Deliver and support the complaints management process.
• Develop and implement policy related to complaints handling.
• Coordinate meetings, capture minutes and actions, and report on progress.

Skills

Policy development

Data analysis

Reporting

Project planning

Stakeholder engagement

Communication

Tools

Datix CloudIQ

Microsoft Word

Microsoft Excel

PowerPoint

Job description

The Essex Integrated Care Board (ICB) is seeking a Complaints Officer to support efficient complaints handling across the system. The role acts as an administrator and facilitator for patient experience, escalates issues for speedy resolution, and works with partners to improve responsiveness in line with NHS standards.

You will manage data, contribute to governance reporting, and help deliver the ICB’s shift toward prevention, community care, and digital improvement, while maintaining quality,