About this role
Job summary The Complaints Team is seeking a motivated individual with excellent communication skills and a strong commitment to supporting patients, relatives, and carers who have raised concerns about care and treatment provided by the Trust.
The post holder will play a key role in the coordination and management of complaint cases in line with Trust policy and relevant regional and national regulations. They will also support the Complaints Manager in delivering a long-term action plan, ensuring a consistent and effective approach to addressing complaints and supporting clinical teams to achieve timely resolutions.
The successful candidate will be sensitive, tactful, and resilient, with experience of engaging with patients, carers, and stakeholders in potentially challenging situations. They will manage their own caseload of complaints, with responsibilities including handling telephone and email enquiries, drafting correspondence, liaising with complainants, maintaining records on Datix, and communicating with senior Trust staff, MPs, advocacy services, and external NHS organisations.
Main duties of the job The Complaints Team is seeking a motivated individual with excellent communication skills and a strong commitment to supporting patients, relatives, and carers who have raised concerns about care and treatment provided by the Trust.
The post holder will play a key role in the coordination and management of complaint cases in line with Trust policy and relevant regional and national regulations. They will also support the Complaints Manager in delivering a long-term action plan, ensuring a consistent and effective approach to addressing complaints and supporting clinical teams to achieve timely resolutions.
The successful candidate will be sensitive, tactful, and resilient, with experience of engaging with patients, carers, and stakeholders in potentially challenging situations. They will manage their own caseload of complaints, with responsibilities including handling telephone and email enquiries, drafting correspondence, liaising with complainants, maintaining records on Datix, and communicating with senior Trust staff, MPs, advocacy services, and external NHS organisations.
About us The Leeds Teaching Hospitals NHS Trust is committed to delivering the highest quality and safest treatment and care to every patient, every time.
Our vision is to provide the highest quality specialist and integrated care.
We will do this through delivery of our multi-year goals and strategic priorities, which you can read about on this page.
Central to it all is The Leeds Way our values and behaviours that are at the heart of everything we do.
Job description Job responsibilities For questions about this job, contact:
Name: Joanne Bickers Position: Complaints Manager Email: joanne.bickers @nhs.net Phone number: 0113 2066018
Job Summary
The Complaints Team is seeking a motivated individual with excellent communication skills and a strong commitment to supporting patients, relatives, and carers who have raised concerns about care and treatment provided by the Trust.
The post holder will play a key role in the coordination and management of complaint cases in line with Trust policy and relevant regional and national regulations. They will also support the Complaints Manager in delivering a long-term action plan, ensuring a consistent and effective approach to addressing complaints and supporting clinical teams to achieve timely resolutions.
The successful candidate will be sensitive, tactful, and resilient, with experience of engaging with patients, carers, and stakeholders in potentially challenging situations. They will manage their own caseload of complaints, with responsibilities including handling telephone and email enquiries, drafting correspondence, liaising with complainants, maintaining records on Datix, and communicating with senior Trust staff, MPs, advocacy services, and external NHS organisations.
Why you should join our Team The complaints team sits within the wider Patient Experience Team and is part of the Chief Nurse Clinical Specialty Unit.
The team consists of a Complaints Manager, Case Managers and case handlers and report direct to a Lead nurse and Head of Patient Experience.
This is a well-established team offering a supportive environment in which to develop complaint-handling skills, despite the demands of the role.
What you will bring to the role
The successful candidate will be confident with IT systems, an excellent communicator and have a keen eye for detail. They will be expected to use their initiative, working both independently and as part of a team, managing their workload and working to deadlines.
Organise and prioritise own workload and work flexibly in response to competing demands and is adaptable. Receive, record and facilitate investigation of all formal complaints.
Act as the first point of contact within the complaints team when assigned a new complaint and dealing with routine and specialist enquiries in a pleasant and professional manner.
Provide solutions for queries and concerns of mixed complexity, for example, triaging incoming complaints/concerns and making assessments for which service (PALS or Complaints) will be best placed to offer a response.
Please see the attached job description for further information about this vacancy.
About Leeds Teaching Hospital NHS Trust Our values are part of what make us different from other trusts, so we see this as a strength, as well as a responsibility. They have been developed by our staff and set out what they see as important to how we work. Our five values are:
Patient-centred Collaborative Fair Accountable Empowered
All our actions and endeavours will be guided and evaluated through these values
We’re committed to recruiting exceptional people to deliver outstanding services across Leeds Teaching Hospitals NHS Trust and helping every colleague reach their full potential. We’re looking for a compassionate, inclusive, and collaborative leader who shares our values and can build strong partnerships. We warmly invite applications from people from a variety of backgrounds and sectors, and are especially keen to hear from individuals from a minority ethnic background. We’re dedicated to creating a diverse and inclusive environment where everyone feels valued, supported, and has a true sense of belonging, as we work together to deliver the best in healthcare to the people of Leeds and beyond.
Sponsorship Eligibility To comply with UK Government regulations on Skilled Worker sponsorship, Leeds Teaching Hospital NHS Trust is unable to provide sponsorship to applicants who do not meet the eligibility criteria or the salary threshold concessions set out under the Skilled Worker visa route. Please take this into consideration before submitting your application. Full guidance on these concessions, including details of who may qualify, can be found here.
We reserve the right to close this advert early if we receive a high number of suitable applications.
Person Specification
Qualifications Essential
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Desirable
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Experience Essential
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Desirable
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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 Leeds Teaching Hospitals
Address Trust Headquarters LTHT
Leeds
West Yorkshire
LS9 7TF
United Kingdom
Employer's website https://www.leedsth.nhs.uk/ (Opens in a new tab)