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Complaint Handler

Posted 26 February by ID Medical Easy Apply Ended

Main Function

You will be reporting to the Head of Complaints. The post holder will be responsible for handling complaints and other types of feedback in accordance to internal policy and will be objective and unbiased to ensure a fair and reasonable process. Effective complaint handling is essential to the provision of a quality service and it is essential to adapt a "getting it right" first time approach whilst being customer focused.

Main Duties & Responsibilities

  • Deal with incoming complaints promptly and investigate each case thoroughly in a fair and confidential manner
  • Liaise with our customers throughout a case and keep all parties involved with any developments
  • Produce well written response letters and conclude cases to the satisfaction of all involved
  • Telephone candidates to gain information and request statements
  • Be able to risk rank each case accordingly
  • Data entry; logging all incidents and other types of feedback onto our internal database. It is essential that all information and correspondence is accurate and professional for the purpose of completeness, reporting, audits and potential release of information under the Freedom of Information Act
  • Our evidence may need to be used in MPTS/FTP hearings or form part of police investigations so it is fundamental to keep precise records and respect deadlines.
  • Work closely with the Clinical Lead/Safeguarding Specialist, Responsible Officer and Operational Teams to ensure effective communication is upheld at all times
  • Attend team meetings as well as preparing for and being part of the General Medical Council (GMC) meetings to discuss open cases
  • Acknowledge complainants within set deadlines, providing an overview of the actions that will be taken and give reasonable assurances that the matter will be dealt with to the highest standard
  • Implement restrictions on healthcare workers when dealing with high risk cases and ensure clear instructions are given out to the Recruitment Consultants and other colleagues to maintain patient safety
  • Producing monthly reports and identify trends which indicate where improvements can be made
  • Assist with public body investigations, primarily the GMC and Nursing & Midwifery Council but also investigations from national law enforcements and local authorities
  • Support the Head of Complaints by assisting with any ad-hoc tasks
  • Working closely with the Revalidation team to ensure a sharing of information when required to the benefit of Nurses and Doctors appraisals and revalidation requirements

The post holder will possess the following skill set:


  • Good use of data entry and ability to produce and analyse reports
  • Excellent communication both written and verbal and customer service skills
  • Ability to prioritise a demanding workload and have good organisation
  • Ability to communicate effectively with all levels of seniority
  • Be self-motivated and be able to work on own initiative as well as being a team player
  • IT literate
  • Have an engaging and enthusiastic manner with a strong "can do" approach


  • A minimum of 12 months experience with complaints handling

Required skills

  • Administrative
  • Complaint Investigations
  • Customer Service
  • Complaint Management

Reference: 34555235

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