Complaints Officer – Patient Experience Team

About the role

The Complaints Officer will join a Patient Experience Team supporting an NHS organisation across Kent. You will manage patient complaints and concerns from receipt to resolution, providing compassionate and professional support throughout the process.

Key responsibilities

• Manage a caseload of patient complaints and concerns from initial receipt through to resolution.
• Act as the named contact for complainants, keeping them informed with empathy and professionalism.
• Investigate concerns by liaising with operational, clinical and commissioning teams.
• Draft high‑quality response letters and obtain appropriate organisational sign‑off.
• Maintain accurate records in the complaints management system and monitor progress against NHS timescales.
• Identify themes, trends and learning opportunities to support service improvement.
• Produce reports, statistics and management information for the Patient Experience Team.

Required profile

• Experience managing complaints, concerns or customer feedback in a healthcare or public sector setting.
• Knowledge of NHS complaints procedures and regulations.
• Excellent written and verbal communication skills.
• Strong organisational ability to handle competing priorities and deadlines.
• Experience handling confidential and sensitive information.

Required skills

• Proficiency with Microsoft Office applications.

What we offer

• Hourly rate of £16.24 – £20.24 via Umbrella.
• Hybrid working – two days per week onsite in Kent.