University Hospital of North Midlands NHS Trust
Patient Experience Advisor (Investigating Officer)
The closing date is 28 April 2026
An exciting opportunity has arisen to join our Formal Complaints Team at UHNM.
Responsibilities
* Provide advice to complainants to facilitate their use of the complaints procedure.
* Train NHS staff on the complaints policy and procedures.
* Identify areas of risk and monitor performance and quality of services arising from complaints to facilitate organisational learning.
* Work as part of a team, handling formal concerns and complaints in preparation for investigation.
* Undertake complex complaint investigations.
* Organise and attend multi‑agency and multi‑directorate complaints meetings.
* Produce accurate and comprehensive meeting summaries.
* Liaise with complainants, identifying the key points, agreeing an action plan and timescales and supporting the complainant throughout the formal complaints process.
* Log complaints timely and accurately on the DATIX electronic complaints module.
* Ensure robust action plans are implemented.
* Keep the Complaints, PALS and Volunteer Services Manager up to date with any process failures and reasons for explanations.
* Authorised signatory for small payments.
Qualifications
* Educated to degree level or equivalent work experience.
* Knowledge of NHS complaints handling acquired through training and experience to NVQ4 level or equivalent experience.
* Competent in the use of Microsoft Office applications.
* Evidence of undertaking Customer care training or demonstrable experience.
* Counselling training Communication skills training.
Knowledge, Skills and Experience
* Experience within a complaints/customer service environment.
* Demonstrable experience of working in a clinical or other pressurised environment.
* Experience of producing written material (including response letters, reports and action plans) to a high standard.
* Ability to facilitate meetings between clinical staff and complainants in highly sensitive and contentious situations including multi‑agency.
* Evidence of handling difficult discussions with patients and negotiating a positive outcome.
* Skills in the use of electronic Complaints modules e.g. DATIX or other related tools.
* Implement policies and propose changes to practices, procedures for complaints to help improve services beyond the complaints department.
Personal Qualities
* Demonstrate Excellent interpersonal skills with an ability to work with people in stressful situations and remain calm and efficient.
* Positive and proactive, takes own initiative.
* Demonstrate good and positive leadership skills.
* Ability to motivate self and others.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
University Hospital of North Midlands NHS Trust
£39,959 to £48,117 a yearper annum, pro rata
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