Complaints Co-ordinator
At a glance
- Band
- Band 5
- Contract
- Secondment
- Pattern
- Full-time
- Posted
- 26/08/2026
- Closes
- 09/09/2026
Sponsorship verdict
Candidates needing sponsorship are encouraged to apply.
HiveMind found a sponsorship-friendly statement in the source advert welcoming applicants who require a visa. Always confirm on the source before applying.
“Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications.”Quoted verbatim from the source advert
Role summary
This role involves managing a caseload of complaints, ensuring thorough investigation in line with national requirements, and sharing learning to improve patient care. The post-holder will coordinate investigations, monitor progress, and facilitate resolution meetings. Strong communication and negotiation skills are essential for working with staff, patients, and external agencies. The role also contributes to organisational learning by sharing insights and supporting action plans.
Essential criteria
- Degree level or current relevant experience.
- Recent experience of working in a NHS formal complaints role.
Desirable criteria
- Currently working in a complaints officer/coordinator role for a minimum of three years.
- Clinical skills/qualifications
- Communication skills
- Liaison and negotiating skills
- Able to deal with people who may be distressed, anxious or potentially aggressive
- Knowledge and Training
- Knowledge of NHS Complaints Procedure/PALS
- Knowledge ofTheDudley Group oranother acute/integratedTrust
- Extensiveexperience working with patients and the public in customer service role, ideally dealing with challenging situations
- Ability to establish, populate, monitor and maintain databases and spread sheets
- Supervisory experience (volunteers or staff)
- Experience of using DATIX database system
- Qualifications and Education
- Degree level or current relevant experience.
- Recent experience of working in a NHS formal complaints role.
- Currently working in a complaints officer/coordinator role for a minimum of three years.
- Clinical skills/qualifications
- Communication skills
- Liaison and negotiating skills
- Able to deal with people who may be distressed, anxious or potentially aggressive
- Knowledge and Training
- Knowledge of NHS Complaints Procedure/PALS
- Knowledge ofTheDudley Group oranother acute/integratedTrust
- Extensiveexperience working with patients and the public in customer service role, ideally dealing with challenging situations
- Ability to establish, populate, monitor and maintain databases and spread sheets
- Supervisory experience (volunteers or staff)
- Experience of using DATIX database system
Useful to know
Agenda for Change 2024/25 pays Band 5 at £29,970 – £36,483 a year, across England.
This advert: £32,073 – £39,043 — outside the standard scale; check for HCAS/London weighting.
Posted 7d ago · Closes in 8d
Plenty of time to prepare a strong application.
Full advert · preview
Job summary
The post holder will be responsible for a caseload of complaints and will ensure that they are fully investigated in line with organisational and national requirements. Learning from complaints is shared across the organisation and results in sustained change and improvement to patient care. The post holder will work closely with managers and staff across the Trust to ensure a seamless and timely process for the management of complaints. The role will require visiting different parts of the Trust on a regular basis.
There may also be a requirement to undertake other similar duties as part of this post in order to provide a quality service.
Main duties of the job
This role is responsible for managing the Trust's complaints process from start to finish, ensuring that all concerns are handled compassionately, efficiently, and in line with NHS and Social Care Complaints Regulations. The post-holder works closely with clinical and non-clinical teams across all wards, outpatient areas, and external agencies to ensure complaints are promptly assessed, thoroughly investigated, and responded to within agreed timeframes.
A major part of the role involves coordinating investigations, monitoring progress, escalating risks, and facilitating local resolution meetings to achieve the best possible outcomes for patients, families, and services. The role also requires strong
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