Who are we?
HTG-UK (Health Transportation Group UK) is one of the UK's largest Non-Emergency Patient Transport (NEPTS) providers, carrying out over 550,000 journeys on behalf of the NHS every year. We have a total of 15 operational bases across the UK, over 700 employees and are leading the way in delivering safe, caring, high-quality patient transport.
What can you expect?
We're thrilled to offer an exciting opportunity for a passionate and committed individual to join our Patient Experience Team as a Patient Experience and Complaints Co-ordinator.
This is a full-time, permanent role working 37.5 hours per week, Monday to Friday from 9am to 5pm.
The position offers a hybrid working arrangement, combining remote work with regular attendance at our Headquarters.
As a Patient Experience and Complaints Co-ordinator, you'll lead the way in managing concerns and complaints from start to finish - ensuring every case is handled with care, professionalism, and in line with regulations.
You'll be a key advisor to staff across HTG-UK, offering expert guidance and helping drive improvements in how we respond to patient feedback. This role involves working closely with teams across the organisation, handling complex enquiries, and maintaining our central complaints database with accuracy and discretion.
You'll also support the Quality & Patient Experience Supervisor in resolving issues raised by patients, carers, and families - making a real difference to their experience
About you
* Experience in complaints handling or customer service.
* Familiarity with administrative tasks, data entry, and working with databases.
* Excellent verbal and written communication skills, including a solid grasp of grammar and spelling.
* Ability to convey empathy, patience, and understanding, when handling sensitive or emotionally charged situations.
* Emotional resilience and composure under pressure, with the ability to manage challenging interactions confidently.
* Keen attention to detail, with the capacity to manage multiple priorities efficiently.
* Enthusiastic about patient engagement and improving patient experience through quality interactions and responses.
* Ability to work effectively both independently and collaboratively with internal teams such as Commissioners, Safeguarding, and Quality Leads.
* Committed to learning from complaints and incidents, with a proactive approach to reviewing and improving systems for enhanced service delivery.
Desirable Criteria:
* Previous experience in the healthcare sector or within a Patient Experience team.
* Understanding of CQC, NHS, and CCG regulations.
* Prior involvement in investigations or incident response is beneficial.
Equal Opportunities
The Company's Equal Opportunities policy affirms our commitment to ensure that no patient, employee or prospective employee is discriminated against, whether directly or indirectly on the grounds of gender, sexual orientation, age, marital status, responsibility for dependants, disability, religion, creed, colour, race, nationality, ethnic or national origin, trade union activity, social background, health status, or is disadvantaged by conditions or requirements which cannot be shown as justifiable.
Safeguarding
The organisation takes the issues of Safeguarding Children, Adults and addressing domestic violence very seriously. All employees have a responsibility to support the organisation in our duties by:
* Attending mandatory training on Safeguarding children and adults
* Making sure they are familiar with their and the organisation's requirements under relevant legislation
* Adhering to all relevant national and local policies, procedures, and professional codes
* Reporting any concerns to the appropriate authority
Job Types: Full-time, Permanent
Pay: £25,708.00 per year
Benefits:
* Company pension
* Free parking
* Health & wellbeing programme
* On-site parking
* Referral programme
* Sick pay
* Store discount
* Work from home
Experience:
* Customer service: 1 year (preferred)
* Complaint handling: 1 year (preferred)
Work authorisation:
* United Kingdom (required)
Location:
* Lincoln LN6 (preferred)
Work Location: Hybrid remote in Lincoln LN6
Application deadline: 13/10/2025