Position Overview
The Complaints Investigator is responsible for ensuring that complaints arising within the Trust are investigated, managed and resolved efficiently, in line with national and local policies. The role supports Service Line Leads, Managers and the service user community to deliver high‑quality, timely responses and continuous improvement of services.
Key Responsibilities
* Formally investigate concerns, ensuring all facts considered and communicating responses sensitively and in a timely manner.
* Organise, co‑ordinate and attend relevant meetings to represent complaints and disseminate information.
* Accurately enter and manage data within agreed deadlines, including maintaining the complaints database and producing statistical reports.
* Contribute to training on legislation, policy and practice that influences complaints work, and cascade information and training as required.
* Act as an expert resource for computer equipment and software, liaising with IT to develop spreadsheets, databases and reports.
* Advise service users and staff on the Trust’s Complaints Procedure, supporting them to negotiate solutions where appropriate.
* Record, investigate and resolve complaints in line with the Complaints Procedure, producing timely response letters.
* Provide support to managers and staff in investigating complaints and producing appropriate responses.
* Ensure the timely processing of complaints, liaising with managers and producing accurate reports of telephone calls and meetings.
* Maintain knowledge of NHS Directions and Guidance concerning complaints and confidentiality/data protection.
* Participate in the development and implementation of local departmental policies.
* Engage in opportunities for personal and professional development, including appraisal and training.
* Network and work in partnership with other health and social care organisations to improve service quality.
Qualifications
* Degree or relevant experience in mental health, social care or a related field.
* Education: A‑level standard or equivalent.
* Excellent written and verbal English skills.
* Experience of complaints, incidents or quality improvement in an NHS or community setting.
* Basic knowledge of mental health conditions and how they are treated by professionals.
* Knowledge of policy and procedure within the NHS and Social Care sector, and current mental health practice.
* Knowledge of cultural and diversity issues, including ethnicity, age, gender, religion, disability and social exclusion.
* Experience of using NHS systems, data protection and confidentiality requirements.
Desirable Criteria
* Health and safety qualification or equivalent.
* Knowledge of external organisations such as the Care Quality Commission, Parliamentary and Health Service Ombudsman.
* Understanding of the clinical governance framework within the NHS and learning from complaints and incidents.
* Knowledge of client consent and data protection issues.
* Experience of working with service user and carer involvement to influence quality development.
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