About this role
Job summary
Are you passionate about delivering excellent customer service and making a positive difference to patient experience?
We are looking for a compassionate, organised and motivated Complaints Officer to join our Experience of Care and Community Engagement Team. In this rewarding role, you will support patients, families and carers by managing concerns and complaints, ensuring they are handled professionally, sensitively and in line with NHS regulations and timescales.
As a key member of the team, you will act as a point of contact for service users, providing advice, information and support throughout the complaints process. You will work closely with clinical teams, managers and external organisations to facilitate investigations, coordinate responses and help achieve timely local resolution wherever possible.
This is an excellent opportunity to develop your career within NHS patient experience and complaints management while helping us uphold our CARE values of Compassion, Accountability, Respect and Excellence.
This is a part-time role working 22.5 hours per week. Due to the needs of the service, cover is required daily from Monday to Friday.
At present, the Trust is unable to offer Skilled Worker visa sponsorship for this post. Applicants must have the right to work in the UK at the time of application.
Main duties of the job
This role requires excellent communication and organisational skills, the ability to manage competing priorities and confidence in dealing with sensitive and sometimes distressing situations. You will use your initiative to support the investigation and resolution of complaints, maintain accurate records and contribute to organisational learning and service improvement through patient feedback.
We are looking for someone with experience in customer service or a healthcare environment, strong written and verbal communication skills, excellent attention to detail and a commitment to delivering high-quality, person-centred services
About us
Hampshire and Isle of Wight Healthcare NHS Foundation Trust is a newly established organisation, combining the expertise and services of multiple NHS providers to deliver high-quality healthcare across Hampshire and the Isle of Wight.
With a dedicated workforce exceeding 12,000 staff and a footprint that spans more than 200 sites across Hampshire, we offer an extensive range of services, including mental health, learning disabilities, community, and physical health care, reaching diverse communities across urban, rural, and coastal areas.
We are committed to delivering care with compassion, accountability, respect, and excellence, ensuring that our patients and service users are at the heart of everything we do. By working closely with our partners, we're creating a forward-thinking, inclusive organisation that champions staff development, well-being, and collaboration.
Join us and be part of an organisation dedicated to delivering exceptional healthcare; where your skills and ambitions can make a real difference to the communities we serve, now and in the future.
Job description Job responsibilities
Further information about the Trust and this role can be found on the Job Description and Person Specification document attached.
We are happy to talk Flexible Working - all requests for flexible working options can be discussed as part of the interview process.
It is important to us that we ensure our recruitment processes are accessible and inclusive to everyone - if as a potential candidate you are concerned a person specification may prevent or restrict your application for employment as a result of unintentional barriers on the grounds of your sex, race, age, sexual orientation, religion/belief or disability please initially contact the Trust's Recruitment team - detailed in the advert. The Trust will seek to resolve this issue wherever possible.
Person Specification
Qualifications Essential
Minimum of 5 GCSEs A*-C or equivalent including English NVQ 2/3 in Customer Services or Business Administration / equivalent knowledge or relevant experience in Customer Service role.
Desirable
Car owner/driver Attendance on a 'dealing with difficult situations' or 'difficult conversations' course (these can be taken following appointment) Microsoft Office qualification Typing qualification
Experience Essential
Experience of working in a healthcare environment Knowledge of PALS/ Patient Relations Knowledge of data protection Excellent organisational skills Experience of dealing with patients or customers in a face-to-face environment Experience in using databases and reporting systems
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.
Employer details Employer name Hampshire and Isle of Wight Healthcare NHS Foundation Trust
Address Tatchbury Mount
Calmore
Southampton
Hampshire
SO40 2RZ
United Kingdom
Employer's website https://hiowhealthcare.nhs.uk/ (Opens in a new tab)