An exciting opportunity has arisen for a Complaints Officer to support the effective management, investigation, and resolution of both clinical and non-clinical complaints within the practice. The post holder will work closely with the Clinical Complaints Lead, providing essential administrative and investigative support for clinical cases while independently managing non-clinical complaints. Acting as a central point of coordination for all complaints, the role will ensure timely acknowledgment, thorough investigation, and high quality empathetic responses in line with NHS complaints regulations, duty of candour, and internal policies. The Complaints Officer will maintain robust governance through accurate documentation, tracking, and reporting systems, while also identifying trends and contributing to continuous service improvement and patient experience initiatives.
Main duties of the job
- Complaints Management & Investigation
- Monitoring & Record Keeping
- Confidentiality & Compliance
- Contribute to service improvement initiatives
Job responsibilities
Complaints Management & Investigation
- Coordinate and support investigations of clinical complaints (admin and evidence gathering)
- Independently investigate non-clinical complaints
- Review patient records and relevant documentation to inform investigations
- Liaise with clinicians and managers to establish accurate timelines and outcomes
- Acknowledge all complaints within required timeframes
- Draft high-quality, empathetic responses for review and sign-off
- Maintain ongoing communication with complainants and their families in line with practice policy and duty of candour
Monitoring & Record Keeping
- Maintain a centralised complaints log and tracking spreadsheet
- Monitor all incoming complaints (paper, email, digital platforms)
- Ensure accurate documentation for audit and governance purposes
Confidentiality & Compliance
- Handle patient data in strict accordance with GDPR and NHS confidentiality standards
- Access patient records on a need-to-know basis only
- Maintain full discretion in all aspects of the role
- Identify trends and recurring themes
- Support reporting to the QA & Patient Experience Manager
- Present learning points at departmental/clinical meetings when required
- Contribute to service improvement initiatives
Person Specification
Experience
- Strong administrative expertise combined with interpersonal sensitivity.
- Experience working in a healthcare or regulated environment
- Familiarity with the NHS complaints process and duty of candor
Qualifications
- GCSE grade A to C in English and Maths
- Relevant job-related training
Knowledge and skills
- Ability to investigate issues and implement solutions
- Excellent written communication skills, producing clear, empathetic and professional correspondence
- Strong organisational and time-management skills to manage caseloads and meet deadlines
- Ability to maintain accurate records while handling multiple tasks
- Working knowledge of GDPR and patient confidentiality requirements
- Proficiency in case management systems, Microsoft Office, and digital platforms
- Ability to handle sensitive or distressing situations with a calm and measured approach
- Emotional resilience when dealing with upset or vulnerable complainants
- Experience of working directly with the public
- Experience of EMIS and Docman medical systems
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Quality Assurance and Patient Experience Manager
£13.50 to £14 an hourDepending on level of experience
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