Senior Complaints Officer

Leicestershire Partnership Trust; Leicester; On-site; GBP 42,000 - 52,000; Full time

Job summary

Leicestershire Partnership NHS Trust is seeking a Senior Complaints Officer to support and deputise for the PALS and Complaints Manager, ensuring compliance with the NHS Complaints Procedure. The role involves managing a caseload, coordinating investigations, and delivering effective responses in line with Trust policies.

Responsibilities include quality assurance of investigations, maintaining the central complaints database, producing regular reports, and giving expert guidance on complaints

Responsibilities

• Quality assuring complaint investigations across directorates.
• Maintain administrative systems and the central complaints database.
• Produce regular performance reports and monitor service performance.
• Provide expert advice and guidance on complaints processes to Trust staff, patients, relatives, carers and independent contractors.

Job description

Job Overview

This senior role supports and deputises for the PALS and Complaints Manager, helping to manage the Trust’s PALS and Complaints Service and ensuring compliance with the NHS Complaints Procedure and Trust policies.

The post holder will oversee the timely and effective receipt, investigation and resolution of complaints, managing a personal caseload while ensuring high-quality investigations across directorates. Responsibilities include quality assuring complaint responses, maintaining administrative systems and the central complaints database, producing regular reports, and monitoring service performance.

The role also provides expert advice and guidance on complaints processes to Trust staff, patients, relatives, carers and independent contractors, supporting the consistent application of the NHS Complaints Procedure across the organisation.

In addition, the post holder will contribute to service improvement by identifying themes and trends from complaints, supporting learning and quality enhancement, and deputising for the PALS and Complaints Manager as required in the operational management of the service.

Contact: Alison Kirk, Head of Participation, Co-production and Patient and Carer Experience.

Job Summary

Acting as a Senior Complaints Officer, this role supports and deputises for the PALS and Complaints Manager in delivering the Trust’s PALS and Complaints service and ensuring compliance with the NHS Complaints Procedure. Responsibilities include managing a caseload of complaints, coordinating timely investigations and responses, and ensuring complaints are handled effectively in line with Trust policies and national requirements.

The post holder provides quality assurance for complaint investigations across directorates, maintains accurate administrative systems and the central complaints database, and produces regular performance reports. They offer expert advice and guidance to Trust staff, patients, relatives, carers, and independent contractors on complaints processes and best practice.

The role also involves monitoring service performance, identifying areas for improvement, supporting organisational learning from complaints, and assisting in the overall management and development of the complaints service. The post holder acts as a key point of contact for complex complaints and deputises for the PALS and Complaints Manager when required.

About Us

Leicestershire Partnership NHS Trust (LPT) provides a range of community health, mental health and learning disability services for people of all ages. Delivered through over 100 settings from inpatient wards to out in the community, our 6,500 staff serve over 1 million people living in Leicester, Leicestershire and Rutland.

We aim to develop a workforce that reflects our community. We actively implement equal opportunities in employment and service delivery and seek people who share our commitment. We strongly encourage applications from all sections of the community, particularly from underrepresented groups.

Details of our benefits, leadership behaviours and other important information including AI in our recruitment process can be found in the Information for Applicants document attached.

We will consider requests to work alternative hours or varied working patterns in line with our flexible working policy.

For all substantive roles, new staff (excluding medical staff) are appointed subject to a 6-month probationary period (see Probation Policy).

All jobs will require permission to work in the UK.

For all jobs the cost of any DBS disclosure required will be met by the individual. This will be deducted from salary once started.

Applicants at risk within the local NHS who meet essential criteria will have preference for interview.