Job overview
The UHSussex patient experience team is looking to recruit a dynamic and self-motivated individual to join our complaint resolution service.
The successful candidate will have a proven track record in dealing with NHS complaints through to resolution. They will also have proven communication skills – both verbal and written - to be able to formulate complex complaint responses to the highest of standards.
This will include working closely with the clinical divisions to ensure the necessary clinical and operational contributions are received, and that actions undertaken in a timely way, so that patients have a positive experience and resolution of their concerns.
The successful candidate will be someone who wishes to progress in the field of complaint handling and patient experience, and who wants to contribute their experience and skills to the team.
Main duties of the job
To work as part of the Trust wide complaints team to ensure that complaints are responded to efficiently, appropriately, compassionately and collaboratively, with a focus on learning and meeting the Trust’s standards for complaints responsiveness and quality.
Working for our organisation
At UHSussex (UHSx), diversity is our strength, & we want you to feel included to help us always put the Patient First. Your uniqueness & experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of Staff Networks to help break down barriers, & can offer a buddy to help new members settle in. We’re proud to be a Disability Confident Employer (Level 2) & a Veteran Aware Trust.
We treat our patients & staff with the same compassion & empathy we expect for ourselves. We’re here for them when they need us, and we go above & beyond to meet their needs. This can be seen in our candidate information pack & wellbeing programme, for staff which is extensive & designed to support you when you need it, including where possible, flexible working to support work life balance - because we know that to look after others we must first look after ourselves.
As a university trust and a leader in healthcare research, we value learning, teaching & training so that we can be the best that we can be. From the moment you start with us & throughout your career we will help you to grow & develop. We hope that in choosing UHSx you are choosing a long & happy career where you will be able to see the difference you make & feel valued for all that you do.
We look forward to receiving your application & the start of your journey with UHSx.
Detailed job description and main responsibilities
To be the first point of contact for patients and their representatives raising concerns about our services.
To produce high quality complaint investigation reports and draft responses.
To co-ordinate the responses for complex complaints that span more than one division.
To facilitate local resolution meetings between clinicians, hospital staff, patients and their relatives.
To support the effective implementation of the Trust’s Complaints Management policy and processes and ensure that compliance is monitored and reported, gaps in compliance identified and appropriate actions and mitigations are developed
Person specification
Experience of managing large and complex complaints caseload
Essential criteria
1. Evidenced experience of successfully managing NHS complaints
Proven ability to draft empathic, concise complaint responses from technical clinical information
Essential criteria
2. Assessment at interview
Proven ability to prioritise and organise demanding workload autonomously
Essential criteria
3. Evidenced previous experience
Proven ability to communicate compassionately and assertively during sensitive/emotive conversations
Essential criteria
4. Evidence of using these skills in current/previous roles
Equality, Diversity and Inclusion
Essential criteria
5. Evidence of having undertaken own development to improve understanding of equalities issues
6. Evidence of having championed diversity in previous roles (as appropriate to role)
Important information for applicants:
A Note on AI Use in Applications
We value the individuality and authenticity that each candidate brings to the application process. While AI tools are increasingly accessible, we strongly discourage their use in completing your application. Your responses should reflect your own voice, experiences, and motivations—elements that are essential to a fair and accurate evaluation.
Applications that rely heavily on AI-generated content may misrepresent your abilities and could result in your application being rejected. We encourage you to take the time to present your genuine self, as this helps us better understand your potential and ensures a transparent selection process.
Closing Adverts Early: In the event of exceptional interest, we may close adverts earlier than specified.
Some of our adverts are capped for a limited number of applications; therefore, the advert will close once the cap has been reached. We therefore encourage you to submit your application as soon as possible if you are interested in the position to prevent you from missing out on applying for the opportunity.
Flexible Working: If you would like to explore potential options regarding flexible working please speak with the appropriate recruiting/line manager.
DBS Checks: As part of our commitment to a safe working environment, we undertake a Disclosure and Barring Service check on all new employees where the role is eligible for a criminal record check. We make offers in line with the Rehabilitation of Offenders Act 1975.
Skilled Worker Visa: Applications for Skilled Worker sponsorship are welcome for the roles that meet the Visa and Immigrations eligibility criteria. For further information please visit the gov.uk website searching for Skilled Worker. It is your responsibility as the applicant to ensure that you meet this criteria.
UHSussex reserves the right to close the role early if we receive a high volume of applications