The successful applicant will need to use active listening skills and empathy to obtain confidential information from complainants. Ensuring complaints are fully investigated and responses are comprehensive, sensitive and balanced within the agreed deadline by obtaining information from relevant clinical, nursing and managerial staff who have other competing priorities, seeking advice as required. The successful applicant will have their own caseload and will need to be able to prioritise conflicting demands to support with achieving national performance targets for complaints management as set by the Department of Health in the NHS Complaints Procedure. To work flexibly as part of the wider Patient Investigation and Learning Team, undertaking duties and activities relevant to level of post to improve the experience of patients and staff.