Complaints Case Handler
Core
Manage and coordinate patient complaints from receipt to resolution, conduct evidence-based investigations, and drive organizational learning to improve patient experience.
Role type
Senior Complaints Case Handler (NHS Band 6)
Builds
High-quality complaint response letters, robust investigation reports, and training programs for staff.
Domain
Healthcare / Patient Safety / Regulatory Compliance
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Complaints handling, evidence-based investigation, report writing, staff supervision, training delivery, stakeholder diplomacy, data governance, project management, presentation skills
Preferred skills
PHSO Complaints Training certification, knowledge of Local Authority/Social Services/NHS Complaints Regulations 2009
Technologies
Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), DCIQ system
Responsibilities
Triage and acknowledge new complaints within 3 working days; facilitate Local Resolution Meetings; quality assure response letters on behalf of the Chief Executive; deliver training on customer care and complaints handling; manage complex issues involving consent, safeguarding, and patient safety; support the production of action plans for upheld complaints by the Ombudsman.
Seniority
Senior, hands-on IC with leadership responsibilities