Complaints Co-ordinator


Company:	NHS Jobs
Salary:	£39,959 - £48,117
Hours:	Full-time
Location:	Coventry, CV2 2DX
Job type:	Contract
Posting date:	3 Aug 2026
Closing date:	9 Aug 2026

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Summary

Manage and coordinate complaints received within the Trust, making decisions on the way correspondence received should be processed in line with the NHS Complaints Procedure and adhering to statutory requirements. Be responsible for triaging the severity of complaints post investigation, in accordance with trust policies and procedures. Respond to verbal and written complaints, document the concerns and resolve the issues through to conclusion by investigation and response to the complaint, or liaise with an appropriate senior clinician/manager for resolution and response depending upon the nature and complexity of the complaint. Be responsible for ensuring that all types of complaints are appropriately, promptly and accurately registered on Datix to ensure accurate up to-date information is available at all times Making decisions on the need to obtain consent/proof of identity for complaints from third parties in accordance with the NHS complaint Regulations, Data Protection Act, Access to Deceased Records Act and the Mental Capacity Act. Make decisions to release information on complaints under the Data Protection Act taking into account the other relevant legislation. Quality check all complaint responses on behalf of the Chief Executive. Ensuring that all responses are in appropriate format, style, language and demonstrate a thorough investigation has been undertaken and lessons learned. Advise, direct and support Trust personnel when undertaking investigation on the requirements for documentation to ensure standards are met in line with NHS Complaints Procedure and local policies and procedures. Coordinate the investigation process and liaise with the investigators for cases undergoing review by the CQC or Ombudsman. Assist and facilitate further investigation to manage the resolution of complaints where complainants remain dissatisfied. Provide line management, advice, guidance and support for the Complaint Officers when handing complaints. Produce reports and summaries from Datix as required for Trust Board, Committees and other forums. In conjunction with the Head of Patient Relations and Complaints Administration Specialist ensure patient complaints both formal and informal are recorded and monitored. Work with wards/departments to ensure that action plans are developed to reduce the risk of complaint findings reoccurring. Liaise with Speciality Groups to develop systems and processes for learning from complaints ensuring they are implemented and accurately record and monitor changes as a result of complaints. Coordinate and participate in complaints training and provide advice on issues relating to complaints. Identify potential and actual risks through complaints and brining this to the attention of the Head of Patient Relations liaising with the appropriate personnel to reduce the risk of similar occurrence. Participate in and be a role model for the maintenance of Datix. Participate in local and regional complaints meetings when required. Participate as a panel member on a number of quality inspections. Identify and follow up complaints in relation to learning from complaints through requesting and monitoring of action plans. Analyse data, information and trends on complaints and present to a wide-ranging audience. Carry out appraisals to ensure staffs personal development. Identify training needs and arrange appropriate training and advice as necessary. Any other duties appropriate to the post as required by the Head of Patient Relations. Cover for the Head of Patient Relations in her/his absence. For further details please see the attached job description.

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