Job overview
We are seeking a highly experienced, resilient, and emotionally intelligent Band 5 Complaints and Concerns Officer to join our Patient Advice and Liaison Service on a substantive basis, following a successful period of secondment within the role.
This is a demanding, front-line role within patient experience. The postholder will manage complex concerns and formal complaints in line with NHS complaints regulations, often supporting individuals who are distressed, frustrated, or upset. You will be expected to respond with empathy and professionalism, while maintaining clear, consistent boundaries and ensuring a fair and balanced approach.
The successful candidate will demonstrate a strong track record of managing complaints from initial contact through to resolution, including drafting high-quality responses, maintaining accurate Datix records, and working closely with clinical teams to support robust investigations. You will be confident providing guidance and challenge to Investigating Officers, ensuring responses are thorough, timely, and aligned with Trust standards.
You must be confident operating in situations of conflict and challenge. This includes de-escalating emotionally charged interactions, handling difficult conversations, and navigating differing perspectives from patients, families, and staff. The ability to remain calm, objective, and professionally curious in challenging situations is essential.
We are looking for someone who can quickly establish credibility, work with minimal supervision, and demonstrate sound judgement in complex cases. A strong understanding of NHS complaints processes, alongside excellent written and verbal communication skills, is expected.
Attention to detail, strong organisational skills, and the ability to manage a busy and unpredictable workload are critical. You must be able to prioritise effectively, maintain accuracy even when working at pace, and consistently deliver work to a high standard.
This role is best suited to an individual who is already operating at this level or can demonstrate clear evidence of readiness to do so, with a genuine commitment to improving patient experience and supporting learning across the Trust.
Main duties of the job
• Provide timely and compassionate responses to patient, family and carer enquiries and concerns.
• Support the complaints and concerns process in line with Trust policies.
• Liaise with clinical and non-clinical teams to resolve issues and improve patient experience.
• Maintain accurate records using Datix and other Trust systems.
• Contribute to service improvement initiatives and team development.
Working for our organisation
To find out more about what it is like to work for our Trust please visit the following link:
Our benefits
We offer a range of benefits to support our staff including:
1. Access to the NHS Pension Scheme, providing generous benefits upon retirement, as well as a lump sum and pension for dependants
2. 27 days holiday rising to 33 days (depending on NHS Trust service)
3. A generous relocation package of up to 30% of salary (capped at £18k) to support with relocation expenses for hard to fill positions where relocation would be an expectation to undertake the role fully. If you would like to discuss a potential relocation package, please speak to the recruiting department/manager.
4. A variety of different types of paid and unpaid leave covering emergency and planned leave
5. Confidential advice and support on personal, work, family and relationship issues, 24/7, from our Employee Assistance Programme
6. NHS Car Lease scheme and Cycle to Work scheme
7. An extensive range of learning and development opportunities
8. Discounts on restaurants, getaways, shopping, motoring, cinema and finance from a range of providers
For further information on the fantastic range of benefits we offer please visit the Trust's dedicated Staff Benefits pages.
Detailed job description and main responsibilities
A full description of the role is available in the attachment: job description.
Please note that if a high number of applications are received this advert may close early. You are advised to submit your application at the earliest opportunity.
Working for the Trust
Across our organisation, people are guided by values that were co-developed with staff: we are kind; we are open; and we pursue excellence.
Our values play into our ambition to develop a more diverse workforce, truly representative of our communities. We welcome applications from everyone, while working with our Staff Networks - including our Race Equality, LGBTQ+, Disability and Carers Networks - to increase the number of applications we receive from different backgrounds. If there is anything we can do to make our application process more accessible to you, please contact: .
As part of seeking to become more inclusive, we will consider requests for flexible working from the start of your employment. It may not be suitable for every role, but we will try and be supportive where we can. We would encourage you to speak to the recruiting manager named within this advert to discuss any requirements you may have.
Armed Forces Friendly Employer
We are holders of the Gold Award from the Defence Employer Recognition Scheme, which is helping actively promote SaBRE - Supporting Britain’s Reservists and Employers. This means that we have made a statement of intent to support all Defence personnel, including with applications for employment.
Person specification
Education, Qualifications and Training
Essential criteria
9. Degree or equivalent level of knowledge and experience
10. Evidence of sound writing ability – clarity and sensitivity
11. IT literate: Be experienced in the use of Word, Excel, PowerPoint, Outlook, email, Internet and database management
Desirable criteria
12. Knowledge of Safeguard systems
Skills and Attributes
Essential criteria
13. Knowledge and practical experience of complaints/concerns management or case review and its processes
14. Ability to deal with sensitive situations and confidential information
15. Administrative experience, to include drafting own correspondence, agenda, taking and transcribing minutes and report compilation
16. Ability to analyse information and evaluate complex complaints