Complaint and Incidents Coordinator

Job Purpose The Complaints and Incidents Coordinator is responsible for the effective management, investigation, monitoring, and resolution of complaints, incidents, accidents, safeguarding concerns, and near misses across the organisation. The post holder will support the delivery of high-quality, safe, and compliant healthcare services by ensuring concerns are investigated thoroughly, lessons are learned, regulatory requirements are met, and continuous improvement is embedded throughout the organisation. The role acts as a central point of contact for complaints and incidents management, maintaining accurate records, coordinating investigations, supporting governance reporting, and ensuring timely communication with service users, families, commissioners, regulators, and other stakeholders where appropriate. Key Responsibilities Complaints Management Receive, acknowledge, record, and manage complaints in accordance with organisational policy and regulatory requirements. Maintain the complaints register and ensure all records are accurate, complete, and up to date. Coordinate complaint investigations, gathering evidence, witness statements, care records, and supporting documentation. Liaise with managers, clinical teams, operational staff, service users, relatives, and external agencies during investigations. Produce written complaint responses within agreed timescales. Monitor complaint progress and ensure actions are completed and closed appropriately. Escalate serious ..... full job details .....