Job summary
- Main area
- Complaints Coordinator
- Grade
- Band 5
- Contract
- Secondment: 6 months
- Hours
- Full time - 37.5 hours per week
- Job ref
- 337-NP-9945DG
- Employer
- London North West University Healthcare NHS Trust
- Employer type
- NHS
- Site
- Northwick Park Hospital
- Town
- Harrow
- Salary
- £36,943 - £44,900 Inclusive of HCAS pro rata - per annum
- Salary period
- Yearly
- Closing
- 29/09/2026 23:59
Employer heading
Divisional Complaints Coordinator
Band 5
London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.
Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.
We run major acute services at:
- Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country’s top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK
- St Mark’s Hospital: an internationally renowned specialist centre for bowel disease
- Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice
- Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.
We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.
Find out more about our Trust and why you should join us#WeAreLNWH
Find out more about Our HEART values
Find out more about our Trust Staff Benefits
Our vision at London North West University Healthcare NHS Trust is to put “Quality at our HEART”. Find out more about our ambitious strategy
We are clear that our vision can only be achieved by our staff, who are our most valuable asset.
Our vision is driven by our HEART values and behaviours which were developed together with our staff.
- H onesty
- E quity
- A ccountability
- R espect
- T eamwork
These values describe how we interact with each other and our patients and must underpin everything we do to achieve our vision.
LNWUH is a flexible working friendly organisation, we want you to be able to work in a way that is best for us and for our patients, and for you. Please speak to us about how we might be able to accommodate a flexible working arrangement whether that’s job share, part time or another flexible pattern. If it works for the service, we will do our best to make it work for you.
“We operate a joint recruitment hub across the North West London Acute Provider Collaborative Group. As part of this, your application and personal data may be shared with partner trusts within the group for recruitment and workforce purposes, in line with general data protection regulation (GDPR).”
Right to Work
If you require sponsorship to work in the UK, please visit the Home Office website for information on sponsorship and visa requirements before completing your application.
Due to recent changes to the UK immigration rules affecting Skilled Worker Visas, Global Business Mobility routes, skill level requirements and salary thresholds, please ensure that you meet the eligibility criteria to live and work in the UK before applying. Further information is available via Visas and immigration - GOV.UK.
Job overview
Main duties of the job
The post holder will be responsible for ensuring that complaints received within the Division are registered accordingly and an appropriate investigation and response is completed. This will involve liaising with patients and complainants, staff at all levels within the organisation as well as various external organisations and stakeholders.
To assist in managing correspondence received and facilitate a speedy and informal resolution of low level problems and concerns raised by service users. To also assist in ensuring that complaint investigations have been thoroughly completed and answered and review and draft response letters to complainants.
Working for our organisation
London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.
Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.
We run major acute services at:
- Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country’s top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK
- St Mark’s Hospital: an internationally renowned specialist centre for bowel disease
- Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice
- Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.
We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.
Detailed job description and main responsibilities
To view the main responsibility, please see the attached the Job Description and Person Specification.
Person specification
Education
Essential criteria
- Degree or equivalent qualification/experience
- Demonstrable knowledge of complaints and NHS procedures
Knowledge and Experience
Essential criteria
- Experience of complaints management and/or working in a customer service environment and knowledge of the incident reporting tabase
- Experience in analysing complaint information and enabling/recommending action to ensure issues are reported on and letter writing
- Evidence of managing workload and ability to prioritise
Skills and attributes
Essential criteria
- Excellent communication and interpersonal skills, including written correspondence, negotiation, listening and stakeholder engagement
- Strong organisational and time management skills, with the ability to prioritise competing demands and meet deadlines independently.
- Ability to manage sensitive and confidential matters, demonstrating professionalism and empathy when dealing with challenging situations.
- Proficient IT skills, including Microsoft Office applications and electronic information systems.
Desirable criteria
- Demonstrate an understanding of Risk and Incident investigation
- Have an understanding of the Duty of Candour process
Employer certification / accreditation badges
Documents to download
Further details / informal visits contact
- Name
- Cindy Marudamuthu
- Job title
- Head of Nursing
- Email address
- [email protected]
- Telephone number
- 07773220386
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