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Complaints Officer

Job Description

Finegreen are working with an NHS organisation in the East of England who have an exciting opportunity to appoint a Complaints Manager.

This is an interim post for 3 months initially working Hybrid with 2 days onsite and 3 days remotely. The hourly rate will be £34.65, working inside IR35 (through an umbrella solution).

The post holder will lead on the day-to-day management of Complaints Manager

Key responsibilities will include:

  • Develop and manage the organisations complaints and policies and procedures in line with current legislation relating to the management and handling of complaints;
  • Responsibility for ensuring that the organisation is compliant with the Regulators standards in relation to complaints management and handling;
  • Ensure that appropriate advice is provided to complainants and those that raise concerns to facilitate their use of the complaints procedures;
  • Be responsible for the development and delivery of training programmes staff;
  • Identify areas of risk and monitor performance and quality of services arising from formal and informal complaints received, in order to facilitate organisational learning;
  • The post holder will also be required to analyse and report on complaints and concerns ensuring that monthly, quarterly and annual reports are provided to committees and the Board when required. This will include contributing to the triangulation of data in order to facilitate learning for the organisation.
  • The ideal candidate will have:

  • Must have worked within the NHS with extensive Complaints managements experience;
  • Must have experience within Datix and RCA;
  • A good understanding of NHS policies and procedures;
  • Experience of dealing with sensitive and confidential information;
  • Work under pressure in a busy working open plan environment and be able to multi-task;
  • Prioritise workload and manage time effectively, to meet tight deadlines;
  • Clear communicator with excellent written and verbal skills;
  • Ability to maintain effective relationships and develop networks to ensure effective Patient Safety.
  • If you are interested in the role, please contact Elecia Heywood on 0161 416 6078 and send a copy of your updated CV to along with your availability and rate.