Divisional Complaints Coordinator
At a glance
- Band
- Band 5
- Contract
- Secondment
- Pattern
- Full-time
- Posted
- 16/09/2026
- Closes
- 29/09/2026
Sponsorship verdict
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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 leading and coordinating the management of patient complaints and concerns within the Divisional Governance Team. The post holder will ensure thorough investigation and prompt response to complaints, aligning with national guidance and Trust policies. Key duties include drafting responses, providing expert advice, managing correspondence, and maintaining the Datix complaints module. This is a 6-month secondment opportunity for individuals passionate about improving patient experience and quality of care.
Essential criteria
- Degree or equivalent qualification/experience
- Demonstrable knowledge of complaints and NHS procedures
- Knowledge and Experience
- Experience of complaints management and/or working in a customer service environment and knowledge of the incident reporting tabase
- Experience in analysing complaint information and enabling/recommending action to ensure issues are reported on and letter writing
- Evidence of managing workload and ability to prioritise
- Skills and attributes
- Excellent communication and interpersonal skills, including written correspondence, negotiation, listening and stakeholder engagement
- Strong organisational and time management skills, with the ability to prioritise competing demands and meet deadlines independently.
- Ability to manage sensitive and confidential matters, demonstrating professionalism and empathy when dealing with challenging situations.
- Proficient IT skills, including Microsoft Office applications and electronic information systems.
Desirable criteria
- Demonstrate an understanding of Risk and Incident investigation
- Have an understanding of the Duty of Candour process
- Education
- Degree or equivalent qualification/experience
- Demonstrable knowledge of complaints and NHS procedures
- Knowledge and Experience
- Experience of complaints management and/or working in a customer service environment and knowledge of the incident reporting tabase
- Experience in analysing complaint information and enabling/recommending action to ensure issues are reported on and letter writing
- Evidence of managing workload and ability to prioritise
- Skills and attributes
- Excellent communication and interpersonal skills, including written correspondence, negotiation, listening and stakeholder engagement
- Strong organisational and time management skills, with the ability to prioritise competing demands and meet deadlines independently.
- Ability to manage sensitive and confidential matters, demonstrating professionalism and empathy when dealing with challenging situations.
- Proficient IT skills, including Microsoft Office applications and electronic information systems.
- Demonstrate an understanding of Risk and Incident investigation
- Have an understanding of the Duty of Candour process
Useful to know
Agenda for Change 2024/25 pays Band 5 at £29,970 – £36,483 a year, across England.
This advert: £36,943 – £44,900 — outside the standard scale; check for HCAS/London weighting.
Posted 1d ago · Closes in 13d
Plenty of time to prepare a strong application.
Full advert · preview
London North West University Healthcare NHS Trust
Divisional Complaints Coordinator
The closing date is 29 September 2026
Job summary
We are seeking a highly organised and motivated individual to join the Divisional Governance Team on a 6-month secondment to lead and coordinate the management of patient complaints and concerns. The post holder will work closely with the Trust Complaints Team, clinical and operational services to ensure complaints are investigated thoroughly, responded to promptly and managed in line with national guidance and Trust policies. Key responsibilities include drafting complaint responses on behalf of the Divisional, providing expert advice and support to directorates, managing divisional correspondence, maintaining the Datix complaints module, and identifying opportunities for learning and service improvement. This is an excellent development opportunity for someone with strong communication, organisational and governance skills who is passionate about improving patient experience and quality of care.
Main duties of the job
The post holder will be responsible for ensuring that complaints received within the Division are registered accordingly and an appropriate investigation and response is completed. This will involve liaising with patients and complainants, staff at all levels within the organisation as well as various external o
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