Job summary
- Main area
- Administration
- Grade
- NHS AfC: Band 5
- Contract
- 6 months (6 month fixed term)
- Hours
- Part time - 25.5 hours per week (Wednesday to Friday 9-5 and additional 3 hours can be worked over these days or as extra on a Tuesday)
- Job ref
- 382-COR25-26
- Employer
- Blackpool Teaching Hospitals NHS Foundation Trust
- Employer type
- NHS
- Site
- Blackpool Victoria Hospital
- Town
- Blackpool
- Salary
- £32,073 - £39,043 PA Pro rata
- Salary period
- Yearly
- Closing
- 28/04/2026 23:59
Employer heading
Complaints Coordinator
NHS AfC: Band 5
Blackpool Teaching Hospitals NHS Foundation Trust is situated on the west coast of Lancashire, with services covering the local authority areas of Blackpool, Fylde and Wyre. The Trust is part of the Lancashire and South Cumbria Integrated Care System (ICS) supporting a population of around 1.6 million people.
We have three main hospitals providing acute services to around 330,000 local residents. The organisation also provides specialist tertiary care for cardiac and haematology services, delivers community health services to over 445,000 residents including those in North Lancashire and hosts the National Artificial Eye Service across England. Plus, we provide urgent and emergency care services to an estimated 18 million people who visit the seaside resort each year. We employ over 7000 people from 68 different countries.
We welcome and encourage application from anyone with protected characteristics, as well as supporting reservists and Veterans who are looking for a rewarding and challenging career within the NHS.
Blackpool Teaching Hospitals encourages flexible working in all our roles to support staff in maintaining healthy home-life balance. Working patterns such as: part time working, self-rostering, compressed hours, annualised hours, term time, reverse term time and flexitime working can be explored.
Job overview
To work under the direction of the Patient Relations Manager, having responsibility for resolving formal complaints, informal concerns and general enquiries in a timely and efficient way in order achieve the best possible outcome for patients, their relatives, carers or representatives, with the clinical services concerned. This includes liaising with front line staff to receive, manage and respond to patient feedback in line with Trust policy and procedures, NHS Complaints Regulations and recognised best practice.
To provide an effective Patient Relations Service by ensuring patients, service users, carers and the public have access to and receive timely and high quality information, advice and signposting about the Trust and related health and social care services.
To also assist the Patient Relations Manager in the effective administration of formal complaints, ensuring all complaints are investigated with appropriate thoroughness and impartiality and that all complainants receive a full, high quality and timely response that delivers the best outcome for the complainant and for the clinical or corporate service involved.
Main duties of the job
Receive, listen to and analyse concerns and complaints raised by patients, relatives, carers and staff, assessing individual situations and determining whether issues can be resolved immediately or require formal investigation.
Act as a primary point of contact for complainants, communicating clearly and compassionately by telephone, email, written correspondence or face to face, and explaining the complaints process and agreed next steps.
Provide non‑clinical advice and guidance to patients and their representatives and escalate concerns appropriately where patient safety, safeguarding or significant risk is identified.
Liaise with clinical and non‑clinical staff across wards, departments and Trust sites to support timely local resolution of informal concerns and complaints.
Ensure all formal complaints are managed in accordance with the Trust’s Complaints Management Procedure, NHS Complaints Regulations and Model Complaints Standards.
Ensure formal complaints are acknowledged within agreed timescales and maintain regular contact with complainants throughout the investigation process.
Coordinate complaint investigations, including requesting statements, records and information, and monitoring progress to ensure deadlines are met.
Working for our organisation
You will respond promptly to concerns and complaints, seeking early and effective resolution wherever possible. You will ensure that learning from complaints is identified, recorded on the Ulysses Safeguard System, and shared with clinical teams to support continuous improvement in patient care.
Detailed job description and main responsibilities
Manage and respond to formal complaints and complex concerns in line with the NHS Complaints Regulations, Trust policy, and agreed timescales.
Act as a key point of contact for complainants, providing clear, compassionate and professional communication throughout the complaints process.
Analyse complaint issues to identify themes, learning and service improvement opportunities, ensuring outcomes are clearly evidenced.
Record complaints, actions and learning accurately on the Ulysses Safeguard System and maintain comprehensive case records.
Support early and local resolution of complaints where appropriate, balancing resolution with governance and risk considerations.
Work collaboratively with clinical teams, managers and external bodies where required, including MPs and the Parliamentary Health Service Ombudsman.
Contribute to organisational learning by sharing complaint themes and supporting service improvements to enhance patient experience.
Support junior staff and contribute to team learning, quality improvement and service development activities.
Person specification
Essential & Desirable
Essential criteria
- Educated to GCSE Level C and above
- Relevant customer service experience with demonstrable knowledge of handling enquiries or concerns
Desirable criteria
- Car owner/driver
Experience
Desirable criteria
- Previous experience in an advocacy or mediation role, supporting individuals through dispute resolution or complex concerns
Experience
Essential criteria
- Investigative and analytical skills, including the ability to identify key facts from large volumes of information
Employer certification / accreditation badges
Documents to download
Further details / informal visits contact
- Name
- Kirsty Davies
- Job title
- Patient Relations Manager
- Email address
- [email protected]
- Telephone number
- 01253 951197
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