Feedback & Complaints Officer


Company:	St John Ambulance
Salary:	£27,795.00 (ROE) £30,906.00 (LON)
Hours:	Full-time
Working pattern:	Remote
Job type:	Permanent
Posting date:	4 Sept 2026
Closing date:	30 Sept 2026

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Summary

Our offer to you

We pride ourselves in being a great place to work, providing a supportive culture with opportunities to grow and develop your career, achieve a healthy work life balance and to be recognised for the great work you do. You will receive:

Competitive salary and pension scheme

33 days holiday (inclusive of bank holidays) - increasing to 38 days over 5 years

Hybrid, Flexible working

Cycle to work scheme Electric Vehicle Scheme (subject to terms)

Health and Wellbeing portal – access to financial, health and wellbeing support and an Employee Assistance Programme

Discounts – you will have access to Blue Light and NHS Discounts as well as discounts on mobile phones, gym membership, cinema tickets, restaurants, holidays and shopping

About Us

This is a fantastic opportunity to join a team of over 1,100 employees and over 20,000 volunteers, united by our goal of saving lives through essential first aid services, training and campaigning. As a charity with rich heritage and a long history of serving humanity, we are proud of our past and excited about creating a healthier, safer, more resilient future.

St John Ambulance works at the heart of communities, supporting and enabling them to access and receive physical and mental health first aid. We do this through developing and providing effective community response and outreach services (e.g. Ambulance response) and using our longstanding expertise to empower people with vital clinical skills and the confidence to use them (e.g. our Volunteers and Community Advocates, and Young Responders programmes).

Job Summary

As our Feedback & Complaints Officer, you’ll play a key role in helping St John Ambulance learn from the experiences of the people we support, ensuring feedback and complaints are managed effectively and used to drive continuous improvement.

Working across the organisation, you’ll coordinate our Feedback Management System, ensuring information is accurately recorded, appropriately investigated and translated into meaningful insight. Through analysis, reporting and collaboration with teams across clinical, operational and corporate services, you’ll help identify trends, share learning and support improvements that enhance the experience of our communities.

About You

· You’ll have experience of analysing information and data to identify trends, themes and opportunities for learning, with the ability to turn insights into meaningful recommendations.

· You’ll have excellent attention to detail and the ability to manage accurate records, ensuring information is captured clearly and supports effective decision-making.

· You’ll be confident communicating with a wide range of stakeholders, building strong relationships and working collaboratively across different teams.

· You’ll have experience of producing clear reports, dashboards and presentations tailored to different audiences.

· You’ll be organised and able to manage multiple priorities, using your initiative to deliver work to deadlines while maintaining high standards.

· You’ll have experience of monitoring compliance, reviewing processes and identifying opportunities for improvement.

· You’ll have strong written and verbal communication skills, with the ability to interpret complex information and present it in an accessible way.

· You’ll be adaptable, willing to learn new skills and committed to supporting a culture of continuous improvement and learning.

About the role

· You’ll coordinate St John Ambulance’s Feedback Management System, ensuring feedback and complaints are recorded accurately, managed effectively and progressed in line with agreed processes.

· You’ll monitor feedback cases from receipt through to resolution, maintaining an accurate audit trail and escalating issues where appropriate.

· You’ll work closely with colleagues across clinical, operational, health and safety and corporate teams to support investigations and capture learning from feedback outcomes.

· You’ll analyse feedback data to identify trends, themes and areas for improvement, helping the organisation turn insights into meaningful action.

· You’ll produce regular reports, dashboards and presentations to support organisational learning and provide insight to senior leaders and governance groups.

· You’ll support compliance with relevant regulatory requirements and help ensure feedback processes remain effective, transparent and person-centred.

· You’ll provide advice and guidance to colleagues on the use of the Feedback Management System and support improvements to processes, policies and guidance.

· You’ll contribute to building a learning culture across St John Ambulance by sharing insights, identifying improvements and helping enhance the quality and safety of our services.

Please see the job description for more detail (this can be viewed on our website or once you click apply)

If you are a current St John Ambulance employee, please apply here: Click here

For all other candidates, or St John Ambulance volunteers wishing to apply: please apply below

We reserve the right to close this vacancy early if we receive high volume of applications for the role. Therefore, if you are interested, please submit your application as early as possible.

St John Ambulance are committed to increasing the diversity of our team and making sure we best reflect the diversity of the communities we serve. At St John, everyone is valued and supported to thrive, we have several networks including Multi Culture, Disability and Accessibility, Pride, Family and Carers and Women’s groups. We do not tolerate any form of discrimination and engender a sense of belonging for all, by creating an environment of mutual respect, where we value unique differences and demonstrate authentic allyship. We believe passionately in equality, diversity and inclusion.

'St John Ambulance is committed to safeguarding and we promote safe recruitment practice. Therefore, all successful applicants will undergo pre-employment checks, including DBS Clearance, as part of the onboarding process, if applicable to the nature of the role'.

Please note: St John does not accept speculative CVs and will only review CVs sent in application for an advertised vacancy.

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