Contract type: Fixed term/secondment for 6months.
We are looking for a dynamic, enthusiastic person who is committed to improving the quality of service we deliver. As a Concerns & Complaints Officer, your role is to provide a high standard of customer service and support in delivering a responsive and accessible PALS and complaints service for our service users.
The successful candidate will be a strong team player, well organised with a proven ability to identify critical issues with regards to concern and complaints as well as have an empathetic manner. Direct experience of NHS complaints handling is essential. An understanding and experience of working with cancer patients will also be an advantage.
The Trust is located on two sites and although this post is based at Chelsea, we are looking to appoint an individual who is willing to work across both sites as necessary. Hybrid and flexible working options are available.
For further information please contact Louise Knight, Complaints, PALS, Bereavement & Patient Information Manager via louise.knight@rmh.nhs.uk or on 0207 811 8186
The post holder will play a key role in the provision of a robust and responsive complaints services in line with the latest legislation, national guidance and Trust policy. They will contribute to an efficient, compassionate, professional and comprehensive service working with the teams to set the standards, promote and drive improvements for complainants, patients, their families and their carers across the Trust.
Responsibilities
- For complaints, the pot holder will proactively work as part of a team, handling concerns and complaints locally from receipt to resolution within specified timeframes
- Liaise with complainants
- Ensure complaints are fully investigated and responded to and, where necessary, draft/redraft response letters
- Update and analyse the database (Datix) to identify trends and issues
- Provide regular, detailed qualitative and quantitative reports
Handling and processing of concerns and complaints, including complex cases
Taking a written note of concerns and complaints received by telephone
Dealing with complainants in a polite, sympathetic and empathetic way, giving reassurances that all enquiries will be handled in confidence
Handling and dealing with contentious issues that may arise from handling some complaints
Use own judgement to handle conflicting information that may arise during complaints investigation meetings
Monitoring and ensuring the timely progress of concerns and complaints
About The Royal Marsden NHS Foundation Trust
The Royal Marsden NHS Foundation Trust is a world-leading cancer centre. Our role is to offer our patients the best cancer care available anywhere in the world, and to continue to make a global contribution to finding better ways of diagnosing and treating cancer. We employ over 4,500 staff in a diverse range of careers including nursing, medical, science, radiography, pharmacy, occupational therapy, finance and administrative services. We have two hospitals – one in Chelsea, London, and one in Sutton, Surrey – as well as a Medical Daycare Unit in Kingston Hospital.
At The Royal Marsden, we deal with cancer every day, so we understand how valuable life is. When people entrust their lives to us, they have the right to demand the very best. That’s why the pursuit of excellence lies at the heart of everything we do.
At the heart of the hospital is our dedicated team. We offer a stimulating and dynamic working environment, a wide range of staff benefits, learning and development opportunities and clear career pathways. There are opportunities to work flexibly across a range of areas and specialities and we welcome flexible working requests from point of hire to support employees work life balance. We are looking for employees who aspire to excellence, share our values and can play a crucial role in our on-going achievements.
For further information please refer to the Job Description & Person Specification.
Contact Information
For further information please contact Louise Knight, Complaints, PALS, Bereavement & Patient Information Manager via louise.knight@rmh.nhs.uk or on 0207 811 8186
This advert closes on Tuesday 17 Mar 2026
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