Complaints Officer

Complaints OfficerPatient Experience TeamWe are supporting an NHS organisation seeking Band 4 and Band 5 Complaints Officer to join their Patient Experience Team. This is an excellent opportunity to play a key role in supporting patients, service users, families, and stakeholders through the complaints, concerns, and feedback process, ensuring that every enquiry is managed with professionalism, empathy, and compassion.About the RoleAs a Complaints Officer, you will manage a varied caseload of complaints and concerns from receipt through to resolution, acting as the main point of contact for complainants and ensuring they are kept informed throughout the process.This is an excellent opportunity for an experienced administrator or complaints professional who is passionate about delivering outstanding customer service and improving patient outcomes.Location: Across Kent (2 days a week onsite)Rate: £16.24 - £20.24/ hour via UmbrellaKey ResponsibilitiesManage and coordinate a caseload of patient complaints and concerns from initial receipt through to resolution.Act as the named contact for complainants, providing compassionate and professional support throughout the process.Investigate concerns by liaising with operational, clinical, and commissioning teams.Draft high-quality complaint response letters and ensure appropriate organisational sign-off.Maintain accurate records and documentation on the complaints management system.Monitor complaint progress and ensure responses meet ..... full job details .....