Customer Experience Officer / Complaints Officer

Job Title: Complaints Officer Hours: 37.5 Monday to Friday Contract: Permanent We are looking for an experienced Complaints Officer to join our Clinical Governance team at The London Clinic. This is a key role, central to how we respond to patient concerns and continuously improve our services. You will play an important part in delivering a high quality, responsive complaints service, ensuring every concern is handled with care, professionalism, and good attention to detail. This role would suit someone who is organised, comfortable managing complex complaints in a healthcare setting, confident engaging with patients, families, and senior stakeholders, and motivated by improving patient experience. Established in 1932, The London Clinic is one of the UK’s largest independent charitable hospitals, based in the heart of central London, just moments from Harley Street. We operate across 8 closely connected sites, with our main hospital offering 234 beds, 10 operating theatres including a hybrid theatre, and a wide range of specialist services. We are known for delivering high quality, patient centred care across complex medical and surgical specialties. Complaints and feedback are a vital part of how we learn and improve. As a Complaints Officer, you will be at the centre of this, ensuring concerns are managed professionally, fairly, and with empathy, while helping to drive meaningful improvements across the hospital. You will take ownership of a caseload of complaints from receipt through to resolution, ensuring each case is managed in line with regulatory standards and internal processes. Working closely with clinical and non-clinical teams, you will carry out thorough investigations, produce clear and well-structured responses, and identify opportunities to strengthen services. Manage complex complaints end to end to deliver timely and fair resolutions Investigate concerns thoroughly to establish facts and support informed outcomes Produce clear, high quality written responses to ensure professional and transparent communication Apply regulatory standards to ensure complaints are handled compliantly and consistently Advise and support managers to strengthen complaints handling across the hospital Analyse complaint trends to identify risks and drive service improvements Deliver clear reporting to support senior decision making Support patient feedback initiatives to strengthen patient voice and experience Experience managing complaints within healthcare Strong understanding of complaints processes and regulatory frameworks Desirable experience includes working within independent healthcare, using Datix, and exposure to quality improvement or patient safety initiatives. We offer a range of benefits including flexible working and great career opportunities. Private Medical Insurance~ Contributory pension scheme (total contribution up to 20%)~25 days holiday plus bank holidays~ Life assurance~ Travel season ticket loan~ A range of retail discounts~ Excellent career development; We are committed to safeguarding and protecting all adults at risk, children and young people by implementing robust safer recruitment practices during our selection process. applicants may be required to undertake an Enhanced Disclosure via the Disclosure and Barring Service (DBS). If you would like further information about our safer recruitment policy then please contact a member of our recruitment team. The London Clinic is proud of its diverse workforce and is committed to building a team that represents a variety of backgrounds, perspectives, and skills….