Complaints Officer
Core
Provide customer care support and administrative assistance for handling patient complaints and concerns within an NHS Trust.
Role type
Customer service complaints officer
Builds
Formal complaint resolution processes and reports for NHS patients and stakeholders
Domain
Healthcare / Public Sector
Deliverable
client delivery
Required skills
Customer service, complaints handling, database management, report writing, data protection compliance, administrative support
Preferred skills
NHS or social care experience, knowledge of NHS governance and risk management, knowledge of Data Protection Act or Freedom of Information Act
Technologies
Datix, Microsoft Office, Excel
Responsibilities
Provide advice and support to patients, relatives, and external organizations on complaint handling; maintain the Datix database and file records; produce timely reports on complaints and identify emerging trends; prioritize cases and keep complainants informed; assist in arranging local resolution meetings; support clinical managers in complaint investigations.
Seniority
Junior, operational IC