NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society.
Please note: we anticipate a high level of interest in this position and may close the vacancy early once a sufficient amount of applications are received. Therefore, please make sure you complete and submit your application at an early stage.
We will fully support disabled candidates, and candidates with long-term conditions or who are neurodivergent by making reasonable adjustments to our recruitment policy and practices.
To work in the United Kingdom, there is a legal requirement for an individual to demonstrate that they have the relevant permission to work in the country. This permission is, without exception, granted by the UK Visa and Immigrations Service. Further information on what NHS Scotland Boards are required to do to check this as well as what your responsibilities include can be found in the further information for this vacancy.
This post requires the post holder to have a PVG Scheme membership/record. If the post holder is not a current PVG member for the required regulatory group (i.e. child and/or adult) then an application will need to be made to Disclosure Scotland and deemed satisfactory before they can begin in post.
Due to legislative changes from 1 April 2025, this post may require a different level of criminal records check done than is currently the case. If the post is assessed as a "regulated role", your appointment will be subject to joining the Protecting Vulnerable Groups (PVG) Scheme. If there is any change to what is currently required, this will be confirmed by either the Hiring Manager or the Recruitment Team. For more details on these changes please visit: Disclosure Scotland Changes.
As from 1/4/26, the Agenda for Change full-time working week will be reducing from 37 to 36 hours per week. Part time hours will be reduced pro-rata. Please note that the pay scale in this advert will not be changing as a result.
AI tools like ChatGPT or Copilot can be great for planning and preparing your application—but your answers must be your own.
* Show us the real you: Your application should reflect your skills, experience, and motivations authentically.
* Use AI wisely: It’s fine to use AI for ideas or to check spelling and grammar, but don’t let it write your answers.
* Why this matters: Applications that rely on AI-generated content may be withdrawn. By applying, you confirm your responses are based on your own knowledge and achievements.
Tip: Think of AI as a helper, not a substitute. We want to understand you—not an AI tool.
Participate in the day-to-day operational delivery of the triage team in the overall processing of triaging complaints supporting the implementation of the Complaints Handling Procedure across the organisation.
Participate in the delivery of training and education related to complaints to all levels and professions within the organisation and to new members of the Patient Experience Team to ensure appropriate handling and compliance with policy.
For further information on what is included in the role and what skills/experience are being looked for, click on the links at the bottom of the screen to the job description and person specification. If after reading this information you have any questions, please contact Rochelle Mill at Rochelle.mill@nhs.scot
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