Complaints Officer
At a glance
- Band
- Band 5
- Contract
- Permanent
- Pattern
- Part-time, Compressed hours
- Posted
- 09/09/2026
- Closes
- 23/09/2026
Sponsorship verdict
This contract type is not eligible for Skilled Worker sponsorship.
NHS Trusts cannot issue a Certificate of Sponsorship for part-time, bank, locum, zero-hours, job-share or short fixed-term (under 12 months) contracts under current Home Office rules. This applies even when the wider Trust holds a Skilled Worker licence.
Role summary
Join the Patient Experience Team as a Complaints Officer to handle and process formal complaints. This role involves supporting patients and relatives, investigating enquiries, and ensuring timely responses within national and local guidelines. You will provide guidance to staff on complaints handling and maintain electronic records. The position requires experience in an NHS complaints environment and proficiency in Microsoft Office.
Key responsibilities
- Review incoming complaint communications, prioritise and initiate a review with the appropriate designated staff within the Trust.
- Directly manage highly complex and sensitive complaints information and provide expert support and advice.
- Maintain case files for all ongoing complaints and ensure all documentation is collated chronologically.
- Contribute to the effective and efficient handling of cross agency complaints in line with locally agreed protocols.
- Draft complaint responses for approval by the Service Manager in readiness for the Chief Executive Officer to sign.
- Facilitate and attend complaint meetings on a frequent basis, taking detailed notes and diffusing difficult situations.
Essential criteria
- oDegree or equivalent level of experience working within a Complaints or similar Department.
- oInfluence departmental practice to support Trust policy and service development oHandle highly complex complaints, using own judgement when reviewing information which can sometimes be conflicting oLiaise with external bodies i.e. Parliamentary Health Service Ombudsman, CQC, CCG oContribute to the effective and efficient handling of cross agency complaints in accordance with locally agreed protocols
- oSignificant experience of compliance and adhering to national and local policies and procedures. oKnowledge of the NHS Complaints Procedure oExperience of working in a challenging environment, dealing with a wide range of sensitive and contentious issues and, within an organisation under public and political scrutiny oExperience of liaising with executive level and senior management staff oExperience of formulating letters and reports to a very high standard. oExcellent knowledge of Microsoft Office (Word, Excel, PowerPoint)
- oUnderstanding of patient confidentiality and ability to manage highly sensitive and contentious information, in accordance with national and Trust policy oExperience of building strong relationships with multi-disciplinary teams. oMake a connection between job role and the benefit to patients and the public oHigh level of planning and organisational skills oExcellent time management skills with the ability to re-prioritise due to working under pressure and demanding time scales of NHS Complaints Procedure oMonitor progress of investigations in accordance with national and local timescales oProvide and receive highly complex, sensitive and contentious information. oAbility to empathise when communicating delicate and often contentious information to complainants in a highly emotive situation. oAbility to facilitate complaint meetings if required. oExcellent influencing and conflict management skills, both verbally and face to face. oAbility to work on own initiative, problem solve and respond to sudden unexpected demands oStrong interpersonal skills and non-judgmental when required to support staff and managers involved in the Complaints Process oExcellent attention to detail and ability to analyse often highly complex information which is sufficient to give advice and support, requiring periods of intense concentration.
- oMust be able to demonstrate behaviours consistent with the Trust's values. (As detailed in UHCW's Values in Action document below) oApplicants applying for job roles with managerial responsibility will be required to demonstrate evidence of promoting equal opportunities through work experience
Desirable criteria
- oPost graduate qualification or complaints handling training
- oCustomer service experience and basic knowledge of medical terminology. oAdministration work in an environment providing healthcare or customer care. oAwareness of current health service issues. oSelf-motivated and consistently looks to improve what they do, by using successful tried and tested ways of working and also on their own innovation
- oKnowledge of NHS organisational structures and processes oAwareness of Information Governance, Freedom of Information & Data Protection Act oStrong presentation, training and coaching skills directed at all levels of staff
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 1d ago · Closes in 14d
Plenty of time to prepare a strong application.
Full advert · preview
University Hospitals Coventry and Warwickshire NHS Trust
Complaints Officer
The closing date is 23 September 2026
Job summary
Are you looking to try a new role and a new challenge?
Why not consider joining the Patient Experience Team as a Complaints Officer. We have a new position available in the Team for someone with experience in handling and processing formal complaints.
To work within our integrated Quality Department, supporting patients and their relatives to ensure complaints and enquiries are investigated and responded to within national and locally set timescales. To support senior members of staff and all wards and departments to enable timely and high quality investigations and provide responses on behalf of the Chief Executive Officer. In addition, provide day-to-day guidance to all staff involved in complaints and investigation handling within the Trust.
Please be advised there is a proposed interview date of 8 October 2026.
Closing Date: Please be advised that this job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested.
Main duties of the job
The job role will include:
- Reviewing incidents and complaints received with appropriate escalation where required.
- Managing a caseload and following complaint process and escalation procedures
- Maintaining D
Join the community to read the full pack, responsibilities and person-specification in one place.
Your seat is reserved — activate it
CareerHive is included with your CareerHive Skool community membership. If you haven't claimed your account yet, join the community (or sign in with the same email you joined with) to unlock the full advert, the apply link, HiveMind AI interview & application suite, your private vault, and daily sponsorship alerts.