Complaints Officer
At a glance
- Band
- Band 3
- Contract
- Permanent
- Pattern
- Full-time
- Hours / week
- 37.5
- Posted
- 21/09/2026
- Closes
- 06/10/2026
Sponsorship verdict
Sponsorship is not clearly stated in this advert.
The advert didn't contain a clear role-specific sponsorship line, so HiveMind can't confirm eligibility. Verify with the recruiting manager or trust HR before you apply.
Role summary
This role involves providing excellent customer care support to patients and relatives regarding concerns about treatment. You will work as part of a team to meet statutory requirements for complaints handling and provide administrative support, including maintaining a database. The position requires advising various stakeholders on formal complaints and PALS concerns, and assisting with timely and accurate reporting of complaint trends. You will also handle telephone and email enquiries.
Key responsibilities
- Provide support in the day-to-day management of concerns and formal complaints.
- Prioritise new cases and keep patients/relatives informed of progress.
- Act as a point of contact for the complaints team for various stakeholders.
- Support the team to ensure national targets for complaint handling are met.
- Assist with the collation and supply of information for the Parliamentary Health Service Ombudsman (PHSO).
- Provide advice, support, and assistance to clinical and service managers in complaint investigations.
Essential criteria
- Educated to GCSE level (or equivalent)
- NVQ Customer Services (Level 3)
- Proficient in the use of Microsoft Office, Excel and databases
- Experience of working in a busy customer service environment or complaints handling environment
- Experience of working within an NHS or Social Care environment
- Excellent verbal, telephone, and written communication skills
- Excellent administrative skills
- Ability to work using own initiative, deal with competing priorities and have a high level of accuracy in recording information
- Knowledge of NHS Governance and Risk Management
- Knowledge of Data Protection Act or Freedom of Information Act legislation
- Demonstrate tact and diplomacy when dealing with highly sensitive issues and maintain confidentiality
- Time management skills with the ability to prioritise own workload
- Problem solving skills and ability to respond to sudden unexpected demands
Useful to know
Agenda for Change 2024/25 pays Band 3 at £24,625 – £25,674 a year, across England.
This advert: £25,760 – £27,476 — outside the standard scale; check for HCAS/London weighting.
Posted 1d ago · Closes in 15d
Plenty of time to prepare a strong application.
Full advert · preview
Isle of Wight NHS Trust
Complaints Officer
The closing date is 06 October 2026
Job summary
NHS Band 3 Salary: £25,760 - £27,476 per annum
Hours Per Week: Full-time 37.5 hrs
Contract Type: Permanent
Main duties of the job
Job summary
- To provide an excellent standard of customer care support to patients and relatives who have raised concerns about the treatment provided at the Trust.
- To work as part of a team on behalf of the Chief Executive in achieving the statutory requirements of complaints handling within required deadlines.
- To help provide a high standard of administrative support to the complaints team, including maintaining database system (Datix), scanning and photocopying.
- Provide advice and support to patients, relatives, visitors, MPs, advocates, external NHS organisations and Trust staff on the handling of formal complaints and PALS concerns.
- Provide support in the production of timely and accurate reports on formal complaints, identifying any emerging trends or themes, and ensuring these are escalated to the Complaints Manager.
- Provide advice and support to all visitors and dealing with telephone and email enquiries.
About us
Working as a partnership, both Isle of Wight NHS Trust and
Portsmouth Hospitals University NHS Trust have a shared vision for excellence
in care for our patients and communities; with a se
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