Specialist Administrator for Complaints - B5

NHS; Chelmsford; Remote; GBP 31,000 - 38,000; Full time

Job summary

A regional healthcare organization in Chelmsford is seeking a Specialist Administrator/Case Officer to manage Primary Care complaints. You will handle a caseload, ensure resolutions, and provide administrative support. Ideal candidates have strong communication skills and experience in senior administrative roles. This is a full-time secondment position with flexible working arrangements, offering a salary of £31,049 to £37,796 per year.

Benefits

Flexible working arrangements

Supportive work environment

Inclusive workplace

Qualifications

• Knowledge of administrative systems and procedures.
• Ability to work collaboratively across organisational boundaries.
• Experience in senior administration/secretarial roles.

Responsibilities

• Manage an autonomous caseload of Primary Care complaints.
• Utilise a CRM database to support casework.
• Provide specialist administrative support for resolutions.

Skills

Excellent written and verbal communication

Highly organised with a process-driven approach

Attention to detail

Patient-focused and empathetic

Education

Degree or equivalent level of experience in relevant role

Diploma with additional training/experience

Tools

Customer Records Management (CRM) database

Job description

Overview

This advert is only open to those currently employed by the following organisations:

• Mid and South Essex Integrated Care Board
• Mid and South Essex NHS Foundation Trust
• Essex Partnership University NHS Foundation Trust

Secondment until 31 March 2026

9.00 to 5.00pm Monday to Friday - Flexible working arrangements will be considered relative to service requirements

An exciting six month fixed term opportunity has arisen for an experienced complaints handler who would like to support the Mid and South Essex (MSE) Integrated Care Board (ICB) Patient Experience and Complaints team as a Specialist Administrator/Case Officer.

Working closely with Mid and South Essex Alliances Primary Care and Primary Care Nursing and Quality colleagues, you would be providing day to day specialist administrative support that facilitates resolutions for our MSE ICB patients/service users.

Responsibilities

As one of three Specialist Administrator/Case Officers handling Primary Care Complaints, you would have your own caseload to manage so the ability to work autonomously and be self-motivated is key to this role.

Main duties include the following:

• Manage an autonomous caseload of Primary Care complaints, handling confidential information and ensuring timely resolution.
• Utilise a Customer Records Management (CRM) database to support casework, alongside standard word processing and email tools.
• Provide day-to-day specialist administrative support to facilitate resolutions for patients/service users.

Essential attributes

• Excellent written and verbal communication
• Highly organised with a process-driven approach
• Attention to detail; able to complete tasks to a high standard
• Ability to horizon scan for potential issues or escalations
• Patient-focused and empathetic

On a day-to-day basis, you will be utilising a CRM database to facilitate casework as well as standard word processing and email packages.

Requirements / Qualifications

• Knowledge of administrative systems and procedures; understanding of practices within the field
• Degree or equivalent level of experience in relevant role OR Diploma with additional training/experience
• Ability to work collaboratively across organisational boundaries to achieve high-quality outcomes for patients
• Experience in senior administration/secretarial roles and handling confidential information
• Good communications skills, high attention to detail, and ability to manage own workload with minimal supervision
• Understanding and commitment to ICB values; willingness to travel for hybrid working and attend meetings across locations

Employer details

Employer: NHS Mid and South Essex Integrated Care Board

Address: Seax House, Victoria Road South, Chelmsford, CM1 1QH

Employer's website: https://www.midandsouthessex.ics.nhs.uk

Job information

• Pay scheme: Agenda for Change
• Band: 5
• Salary: £31,049 to £37,796 a year
• Contract: Secondment
• Duration: 5 months
• Working pattern: Full-time, Flexible working
• Reference number: D9708-MSE470
• Job location: Seax House, Victoria Road South, Chelmsford, CM1 1QH

Interview date to be advised.

We are committed to creating an inclusive workplace that values diversity and promotes equal opportunity. We welcome applications regardless of age, disability, sex, gender identity, sexual orientation, race or ethnicity, religion or belief, and we consider reasonable adjustments for applicants with a disability. Sponsorship is not available.