About this role
Job summary
The post holder will be responsible for a caseload of complaints and will ensure that they are fully investigated in line with organisational and national requirements. Learning from complaints is shared across the organisation and results in sustained change and improvement to patient care. The post holder will work closely with managers and staff across the Trust to ensure a seamless and timely process for the management of complaints. The role will require visiting different parts of the Trust on a regular basis.
There may also be a requirement to undertake other similar duties as part of this post in order to provide a quality service.
Main duties of the job
This role is responsible for managing the Trust's complaints process from start to finish, ensuring that all concerns are handled compassionately, efficiently, and in line with NHS and Social Care Complaints Regulations. The post-holder works closely with clinical and non-clinical teams across all wards, outpatient areas, and external agencies to ensure complaints are promptly assessed, thoroughly investigated, and responded to within agreed timeframes.
A major part of the role involves coordinating investigations, monitoring progress, escalating risks, and facilitating local resolution meetings to achieve the best possible outcomes for patients, families, and services. The role also requires strong communication, negotiation, and relationship-building skills to work effectively with staff at all levels, patients, relatives, and external bodies such as the Ombudsman and CQC.
The post-holder will contribute to organisational learning by sharing themes and insights from complaints, supporting implementation of action plans, and helping to improve policies, procedures, and practice. They also provide training, expert advice, and regular reports to support governance, ensure regulatory compliance, and promote awareness of the complaints process across the Trust.
About us
At the Dudley Group our patients and staff are at the heart of all that we do and that is to provide a world class service that aligns with our vision of "excellent health care, improved health for all". We are seeking to recruit staff who share our vision and values of making Dudley Group an incredible workplace.
As part of the NHS People Promise, your wellbeing is our priority, and we are committed to ensuring our employees achieve a healthy work-life balance supported by our flexible working options and by making reasonable adjustments where possible. We believe no-one should have to sacrifice family, friends, or their personal interests for work. We are a modern employer able to attract and retain high quality staff through our commitment to the NHS People Promise.
As an employer, we foster an inclusive environment where everyone feels valued, supported, and empowered to contribute their best. We want to ensure that our workforce is representative of the population we serve. More information - inclusive practice people promise.
Dudley Group offer many opportunities for our staff to develop and grow within their roles through our Learning & OD Team. These include topics such as communication, wellbeing, team development, cultural competency, and values.
Please click below to view our EDI page: Equality, Diversity, and Inclusion - The Dudley Group NHS Foundation Trust (dgft.nhs.uk)
Job description Job responsibilities
Please refer to the attached job description for full details of the main duties and responsibilities that the post holder is required to undertake.
Person Specification
Qualifications and Education Essential
Degree level or current relevant experience. Recent experience of working in a NHS formal complaints role.
Desirable
Currently working in a complaints officer/coordinator role for a minimum of three years. Clinical skills/qualifications
Communication skills Essential
Liaison and negotiating skills Able to deal with people who may be distressed, anxious or potentially aggressive
Knowledge and Training Essential
Knowledge of NHS Complaints Procedure/PALS
Desirable
Knowledge ofTheDudley Group oranother acute/integratedTrust
Experience Essential
Extensiveexperience working with patients and the public in customer service role, ideally dealing with challenging situations Ability to establish, populate, monitor and maintain databases and spread sheets
Desirable
Supervisory experience (volunteers or staff) Experience of using DATIX database system
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details Employer name The Dudley Group NHS Foundation Trust
Address Russells Hall Hospital
Pensnett Road
Dudley
DY1 2HQ
United Kingdom
Employer's website https://www.dgft.nhs.uk/ (Opens in a new tab)