Feedback & Complaints Officer (Temporary, Hybrid)

About the role

This interim position supports a national healthcare charity by taking ownership of its organisation‑wide feedback and complaints process. You will ensure each case is handled efficiently, from acknowledgement through to resolution, while providing analysis that drives service improvement.

Key responsibilities

• Coordinate the end‑to‑end feedback and complaints process across all service areas.
• Acknowledge, log and monitor complaints, maintaining accurate records.
• Allocate cases to the appropriate teams and ensure responses meet agreed deadlines.
• Escalate issues when necessary and track progress until closure.
• Analyse feedback data to identify trends, root causes and opportunities for organisational learning.
• Produce regular reports and management information to support continuous improvement.

Required profile

• Proven experience managing end‑to‑end complaints or feedback processes, preferably in charity, healthcare, regulation or public‑sector environments.
• Highly organised and proactive with the ability to manage multiple cases simultaneously.
• Strong stakeholder‑management skills and the ability to build positive relationships across diverse teams.

Required skills

What we offer

• Hourly rate of £19.25‑£21.50 (umbrella).
• Temporary 2‑month contract with the possibility to apply for a permanent role.
• Full‑time (35 hours per week) hybrid working – primarily remote with occasional office attendance in London or Birmingham.