Complaints Officer

Patient Experience Team

We are supporting an NHS organisation seeking Band 4 and Band 5 Complaints Officer to join their Patient Experience Team. This is an excellent opportunity to play a key role in supporting patients, service users, families, and stakeholders through the complaints, concerns, and feedback process, ensuring that every enquiry is managed with professionalism, empathy, and compassion.

As a Complaints Officer, you will manage a varied caseload of complaints and concerns from receipt through to resolution, acting as the main point of contact for complainants and ensuring they are kept informed throughout the process.

This is an excellent opportunity for an experienced administrator or complaints professional who is passionate about delivering outstanding customer service and improving patient outcomes.

Location: Across Kent (2 days a week onsite)

Rate: £16.24 - £20.24/ hour via Umbrella

• Manage and coordinate a caseload of patient complaints and concerns from initial receipt through to resolution.
• Act as the named contact for complainants, providing compassionate and professional support throughout the process.
• Investigate concerns by liaising with operational, clinical, and commissioning teams.
• Draft high-quality complaint response letters and ensure appropriate organisational sign-off.
• Maintain accurate records and documentation on the complaints management system.
• Monitor complaint progress and ensure responses meet agreed timescales and NHS standards.
• Identify themes, trends, and learning opportunities to support continuous service improvement.
• Produce reports, statistics, and management information on complaints and patient experience activity.
• Attend meetings with patients, complainants, and service providers where required to support local resolution.
• Provide administrative and information management support to the wider Patient Experience Team.

We are looking for someone who can confidently manage sensitive and complex issues while maintaining a professional and empathetic approach.

• Experience of managing complaints, concerns, or customer feedback within a healthcare or public sector environment.
• Knowledge of NHS complaints procedures and regulations.
• Excellent written and verbal communication skills.
• Strong organisational skills with the ability to manage competing priorities and deadlines.
• Experience handling confidential and sensitive information.
• Strong IT skills, including Microsoft Office applications.
• Ability to work independently and use initiative while contributing effectively as part of a team.
• Resilient and confident when dealing with challenging or emotionally sensitive situations.
• Administration experience answering in coming calls and manage the team inbox