Complaint and Patient Experience Officer
At a glance
- Band
- Band 6
- Contract
- Permanent
- Pattern
- Full-time, Job share
- Posted
- 15/09/2026
- Closes
- 22/09/2026
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
This role involves managing complex complaints and patient experience contacts for the North East and North Cumbria Integrated Care Board. The officer will liaise with patients, families, providers, and colleagues to ensure concerns are investigated and resolved appropriately. Key duties include preparing written correspondence, maintaining records, and supporting workflow management and performance reporting. The position aims to improve patient experience and strengthen the ICB's response to concerns.
Key responsibilities
- Manage a caseload of complex complaints and patient experience contacts from receipt to resolution.
- Act as a named contact for complainants, liaising with various stakeholders.
- Secure detailed provider responses and prepare high-quality written correspondence.
- Maintain accurate records on SIRMS and ensure cases progress within agreed timescales.
- Support the Head of Complaints and Patient Experience with workflow management, prioritisation, and reporting.
- Work with internal and external stakeholders including NHS providers, advocacy organisations, and the Ombudsman.
Essential criteria
- Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area
- Further training or significant experience in project management, financial management or supporting change management processes
- Experience of managing complaints and patient experiences in a healthcare environment
- Familiarity with the NHS complaints and patient experiences regulations
- Experience and understanding of evaluating and measuring the performance of health services
- Experience in communications and stakeholder management
Desirable criteria
- Comprehensive knowledge of project management and/or health information systems development
- Workforce development knowledge and experience
- Previous experience in similar role in public sector
Useful to know
Agenda for Change 2024/25 pays Band 6 at £37,338 – £44,962 a year, across England.
This advert: £39,959 – £48,117 — outside the standard scale; check for HCAS/London weighting.
Posted 0d ago · Closes in 8d
Plenty of time to prepare a strong application.
Full advert · preview
North East & North Cumbria ICB
Complaint and Patient Experience Officer
The closing date is 22 September 2026
Job summary
North East and North Cumbria Integrated Care Board is seeking a motivated, resilient and highly organised Complaints and Patient Experience Officer to join our Complaints and Patient Experience Team. This is a Band 6 role, working on a hybrid basis across ICB locations, supporting the effective management of complex complaints and patient experience contacts across the services we commission.
The ICB has a key role in ensuring high quality, safe and accessible health services for communities across the North East and North Cumbria. As part of this, the Complaints and Patient Experience Team helps ensure that concerns are managed sensitively, efficiently and in line with statutory requirements, while supporting learning and improvement across the system.
Please note this post is only accepting applications from current staff members of North of England Commissioning Support (NECS).
Main duties of the job
In this role, you will manage a caseload of complex complaints and patient experience contacts from receipt through to resolution. You will be a named contact for complainants, liaising with patients, families, carers, providers and colleagues to ensure issues are understood, investigated and responded to appropriately. You will secure
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