Job summary
- Main area
- Corporate
- Grade
- Band 3
- Contract
- Fixed term: 12 months (Full time 37.5 hours)
- Hours
- Full time - 37.5 hours per week
- Job ref
- 164-7148174
- Employer
- Nottingham University Hospitals NHS Trust
- Employer type
- NHS
- Site
- QMC Hospital
- Town
- Nottingham
- Salary
- £24,625 - £25,674 per annum pro rata
- Salary period
- Yearly
- Closing
- 18/05/2025 23:59
Employer heading

Complaints Officer
Band 3
Job overview
Are you looking for a job where you can support patients, their relatives, friends and carers in giving feedback and supporting our complaints process. If so, this may be the position for you. The complaints team function within our Patient Experience & Engagement Team are looking to recruit a Complaints Officer. You will form part of our friendly and dedicated team to support in the administration and management of complaints. Working primarily on complaints, concerns, compliments and comments for the Family Health Care Group with a focus on maternity and neonatal services. You will work closely with a Senior Complaints Coordinator and liaise with complainants, care group leadership teams and stakeholders throughout the process.
The demands of the job are varied and involve communication in writing, the telephone and in person during complaint meetings. You would be dealing with a range of service users who may at times be upset or challenging. If you can show compassion, empathy and sensitivity this role would be ideally suited to you. Within this role, you will be able to demonstrate your excellent administration experience, organisation and typing skills. If you can multi-task and have the ability to engage, listen and work pro-actively, working to timescales and within a set process, we would like to hear from you.
We can offer you support and training if you can offer us a caring, compassionate manner and a willingness to work with our staff and service users.
Main duties of the job
In addition to the below summary you need to familiarise yourself with full Job Description and Person Specification documents attached to this advert.
Able to support in the management of a caseload of complaints.
Able to act with compassion and display empathy in sometimes challenging situations and difficult conversations.
Able to manage administration tasks, entering data on to the Trust’s database with accuracy.
Able to work in a busy environment.
Able to compose emails and type letters to an excellent standard of spelling and grammar.
Confident in liaising with staff to aid resolution of enquiries.
A good working knowledge of Trust systems and processes.
Excellent typing ability and knowledge of Microsoft systems (outlook, word and Excel).
Previous applicants need not apply.
Working for our organisation
With over 19,000 staff, we are one of the biggest employers in the city with a central role in supporting the health and wellbeing of our local population. We play a leading role in research, education and innovation.
Come and join our wonderful team at NUH. We are big believers in diversity and welcome new ideas to help develop our team in order to deliver world class healthcare to the vast patient populations we serve. With endless personal development opportunities available, at NUH we will endeavour to turn your job into a career!
We particularly welcome applications from people who identify as Black, Asian and Minority Ethnic, or Disabled, as we are striving to be better represented at NUH.
Detailed job description and main responsibilities
Please refer to the job description and person specification attached to the advert for the full details of the vacancy.
Person specification
Experience
Essential criteria
- Experience in working in a customer service environment
Desirable criteria
- Preferably front facing, NHS, used to dealing with difficult and emotive situations
Training and qualifications
Essential criteria
- NVQ 3 in customer services and relevant IT qualifications, ECDL or equivalent
Communication and relationship
Essential criteria
- Able to provide information to end users, tailoring the provision of information to facilitate understanding.
- Able to be highly empathetic towards the concern of patients and carers
- Able to receive highly sensitive information and action it whilst taking account of confidentiality issues
- Able to act as a facilitator in order to achieve a desired outcome.
Planning and organisational
Essential criteria
- Able to support a complaint caseload, liaising with the divisions and administratively supporting investigating managers and others.
- Able to ensure timeframes are met and able to prioritise tasks.
Analytical and Judgement skill
Essential criteria
- Able to receive and manage sensitive information and decide the most appropriate course of action.
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Joanne Hawkins
- Job title
- Complaints & PALS Lead
- Email address
- [email protected]
- Additional information
-
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