Complaints Officer - Southampton, United Kingdom - NHS England

NHS England
NHS England
Verified Company
Southampton, United Kingdom

6 days ago

Tom O´Connor

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Tom O´Connor

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Description
A permanent opportunity has arisen to join NHS England's South East Complaints team.

NHS England South East provides a complaints resolution service to NHS England for Primary Care and Specialised Commissioning Services.

Our team are experienced complaints resolution handlers providing a comprehensive service for patients and carers.

We work with NHS England to provide local analysis to support the commissioning of health service improvements.

The post holder will manage Primary Care and Specialised Commissioning Complaints for NHS England across the South East.

The role is based at Explorer House, Adanac Drive, Southampton, and although some home working can be accommodated, regular office attendance will be required.


Working alongside Regional Teams and the Customer Contact Centre colleagues, you will ensure all complaints are investigated and answered within specified timescales ensuring a responsive, high quality service to the public.

As a Complaints Officer, you will manage a caseload of complaints from the point of receipt to resolution. This will include;

  • Liaising with the complainant and offering them a discussion on the handling of their complaint, being their named contact and keeping them updated proactively
  • Liaising with the provider(s) and securing their full and detailed investigation/response in a timeframe in keeping with NHS England's key performance indicators
  • Ensuring that the response from the provider(s) addresses all of the issues raised in the complaint and is presented in a format suitable to share with the complainant
  • Working with colleagues in contracting and clinical advice in order to ensure NHS England adds value to the complaints it manages
  • Manages the complexity of issues across consent, safeguarding and patient safety arising in complaints escalating to the Complaints Manager and/or wider team as and when required
  • Preparing appropriate and well written responses for the DCO
  • Be able to constantly reprioritise in the face of fluctuating volumes of work and be resilient in difficult and/or sensitive situations involving conflict, bereavement and challenge.

The values enshrined by NHS England underpin all that we do:

  • Respect and dignity.
  • Commitment to the quality of care.
  • Compassion.
  • Improving lives.
  • Working together for patients.
  • Everyone counts.


As a Complaints Officer the post holder will work as part of a dynamic team in delivering an effective service supporting managers and staff in managing complaints.


The post holder is a key member of the team whose overarching goal is to enable, promote and support the effective use of data, information, knowledge and technology to improve, inform and support a portfolio of projects, services, and initiatives.

Please see Job Description for full details of main responsibilities
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