About this role
Job summary
The Complaints Officer supports the delivery of an excellent patient and family experience by managing concerns, complaints, feedback, compliments, and enquiries in a timely and compassionate manner. Acting as a key point of contact for service users, families, and staff, the post holder provides information, advice, signposting, and support throughout the complaints process.
The role involves direct communication with patients, the public, and Trust staff through meetings, telephone conversations, and written correspondence, ensuring all feedback is managed in accordance with national guidance and Trust policies. The post holder also provides administrative support for complaint investigations while maintaining strict confidentiality when dealing with sensitive issues.
Based within the Corporate Care Group, the Complaints Officer reports to the Director of Integrated Governance and Chief Nursing Officer and works closely with Clinical Governance teams, Corporate services, and clinical and non-clinical managers across all Trust sites to deliver a responsive, accessible, and integrated complaints service.
Main duties of the job
Key responsibilities include
Managing a caseload of complaints and enquiries independently, prioritising work and monitoring investigation progress.
Communicating with patients, families, carers and staff through meetings, telephone calls, emails and written correspondence.
Providing advice on NHS and Trust complaints procedures and supporting individuals through the complaints process.
Resolving concerns informally where appropriate and de-escalating challenging situations.
Identifying and escalating patient safety, safeguarding, reputational or organisational risks.
Liaising with clinical, governance and management teams to facilitate investigations and complaint resolution.
Attending Local Resolution Meetings and supporting both service users and Trust staff.
Maintaining accurate records on Datix and ensuring compliance with complaints regulations and Trust policies.
Reviewing, quality assuring and proofreading complaint responses to ensure investigations are thorough, accurate and meet Trust standards.
Providing cover for colleagues, deputising for the Complaints Manager when required, and supporting the wider Patient Experience Team.
Building effective relationships across clinical and non-clinical services and promoting a culture of learning from feedback to improve patient experience and care quality.
About us
Royal Cornwall Hospitals NHS Trust (RCHT) is at the heart of acute and specialist care for Cornwall and the Isles of Scilly. We care for a population of around 470,000 people, a number that increases during visitor seasons. We employ around 6,700 staff, united by a shared commitment to deliver safe, high-quality care. We provide services across three main hospital sites, with around 780 inpatient beds:
Royal Cornwall Hospital in Truro
St Michael's Hospital in Hayle
West Cornwall Hospital in Penzance
As a teaching hospital, we're proud to work in partnership with the University of Exeter Medical School, the University of Plymouth School of Nursing and Midwifery, and Peninsula Dental School, supporting the next generation of health professionals. We're committed to staying at the forefront of medical advance; investing in our people, developing our facilities, and expanding the specialist care we can offer locally so more patients can receive the care they need closer to home. We have a growing reputation for research and innovation that helps shape better care for the future. The Knowledge Spa, located on our Truro site, is a vibrant hub for medical, nursing and professional education across clinical and non-clinical roles. It plays a vital role in attracting, developing and retaining highly skilled teams.
We are driven by one clear ambition, Outstanding Care for One and All, care that's safe, kind and high-quality. We are RCHT.
Job description
Job responsibilities
PLEASE NOTE
To view the full Job Description and Person Specification, please click the supporting document on the right-hand side.
To be an employee of the NHS you need to successfully complete the following:
Identity Checks
Professional registration and qualification checks
Employment history and reference checks
Occupational Health clearance
Satisfactory Disclosure and Barring Service check
Right to work in the UK
For further information please visit:
https://www.nhsemployers.org/topics-networks/employment-standards-and-regulation
We reserve the right to close this advert early.
We may be able to offer flexible working. Please discuss at interview.
We may be able to offer sponsorship but this is not guaranteed.
Person Specification
Qualifications
Essential
- Educated to GCSE level Grade C or above, or equivalent, demonstrating literacy and numeracy
Desirable
- Qualification in customer care, governance or ad-ministration
Experience
Essential
- Experience working to tight dead-lines and managing variable work-load Experience of communicating with staff at all levels in an organisation Experience of working autonomous-ly and as part of a team Experience of producing and checking complex information and documents, identifying key issues and summarising succinctly. Ability to report and escalate mat-ters for attention using own initiative
Desirable
- Prior experience in com-plaints or conflict man-agement Experience in the NHS in a customer focused role, in particular in a PALS and/or Complaints role
PRACTICAL AND INTELLECTUAL SKILLS (INCLUD-ING ANY SPECIAL KNOWLEDGE
Essential
- Excellent oral and written communications skills Ability to communicate sensitively and manage/de-escalate difficult conversations Excellent attention to detail and analytical skills Confident in use of entire Microsoft package and able to learn new systems Knowledge of Datix, Local Authority Social Services & NHS Complaints (England) Regulations 2009, NHS Constitution, GDPR and Human Rights and Equality & Diversity regulations Previous experience working with key stakeholders
DISPOSITION / ADJUSTMENT/ ATTITUDE
Essential
- Strong in empathy and compassion Resilience when facing conflict Grounded in equality and diversity values An excellent team worker Flexible and adaptable Able to prioritise workload Able to build strong working rela-tionships
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
Royal Cornwall Hospitals Trust
Address
Royal Cornwall Hospital
Penventinnie Lane
Truro
TR1 3LJ
United Kingdom
Employer's website
https://www.royalcornwall.nhs.uk/ (Opens in a new tab)