Senior Complaints Officer


Company:	NHS Jobs
Salary:	£39,959 to £48,117 a year
Hours:	Full-time
Location:	Woolwich, SE18 4QH
Job type:	Permanent
Posting date:	13 Oct 2026
Closing date:	27 Oct 2026

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Summary

Complaints provide a vital insight about peoples experiences and how these services can be improved. Complainants must be informed of service improvements that have been made a result of their complaint and the Trust must learn from its complaints. The post holder will also provide day to day advice, expertise and guidance for the concerns and complaints teams acting as a point of contact for the team to deal workflow issues. The post holder will escalate issues or concerns to the Concerns and Complaints Manager. Key Result Areas & Performance: Take on a caseload of complaints including complex complaints and complaints that have exceeded the initially prescribed time in which the Trust expected to have resolved them. Work as part of the central complaints team, alongside specific clinical groups, and in liaison with complainants, advocates and staff at all levels within the Trust. Provide expert advice and guidance on regulation and casework issues to the concerns and complaints team. Co-ordinate responses to the most complex complaints received by the Trust and, in doing so, ensuring that each complaint is listened to, understood, properly considered, appropriately responded to and learnt from. Draft complaint response letters for the most complex complaints for signature by the Chief Executive. Support the teams' reporting work by regularly auditing the use of the Ulysses complaints module. Analyse complaints received, identifying trends, themes and opportunities for improving the quality of the Trusts service and experiences of service users. Escalate complex and/or high-profile patient complaints and, where necessary, liaise directly with service providers and clinical staff on behalf of patients. Contribute to complaints reports/KPI dashboards. Provide advice, support and guidance to divisions on resolving concerns and complaints via local resolution. Chair local resolution meetings between complainants and divisional staff. Train complaints staff and participate in training other staff groups across the Trust on how to successfully deal with complaints. Organise the rota to ensure the service is covered during leave or absence of complaints officers. Deputise in the absence of the Concerns & Complaints Manager

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