Complaints Officer in Lisburn

Connected Health is seeking an experienced and proactive Complaints Officer to join our Compliance and Governance Department within the Domiciliary Care Service. The successful candidate will be responsible for the effective management and investigation of complaints, ensuring concerns are handled professionally, objectively and within required timescales. The role will work closely with operational teams, Service Managers, service users, families, HSC Trusts and other stakeholders to ensure complaints are appropriately investigated, resolved and used to drive continuous improvement.

The ideal candidate will have strong health and social care experience, preferably within domiciliary care, and an understanding of the complaints and governance requirements applicable to health and social care services in Northern Ireland.

Key Responsibilities:

• Manage and investigate complaints from receipt through to resolution and closure.
• Conduct fair, objective and evidence-based investigations, reviewing relevant records, care plans, incident reports and other documentation.
• Prepare clear investigation reports and formal responses to complainants and relevant stakeholders.
• Maintain a strong awareness of NIPSO and the principles and expectations surrounding external complaints investigations.
• Maintain knowledge of HSC Trust complaints processes, contractual requirements and governance expectations.
• Liaise with HSC Trusts, service users, families, staff and other stakeholders in relation to complaints and investigations.
• Identify recurring themes, trends, risks and areas requiring improvement.
• Ensure learning from complaints is identified, communicated and incorporated into corrective and preventative actions.
• Monitor agreed actions to ensure they are implemented and sustained.
• Maintain accurate complaints records and provide regular reporting and trend analysis to the Compliance and Governance Department and Senior Management.
• Escalate serious, complex or high-risk concerns appropriately.
• Contribute to the continuous development of Connected Health's complaints, quality and governance processes.

Essential Criteria:

• Minimum of one year experience working within health and social care sector, preferably domiciliary care.
• 6 months experience in complaints management and investigation.
• Knowledge and understanding of the Northern Ireland Health and Social Care environment.
• Awareness of NIPSO and its role in relation to complaints and public services.
• Excellent written and verbal communication skills.
• Strong analytical and investigative skills, with excellent attention to detail.
• Ability to manage sensitive and confidential information professionally.
• Ability to manage multiple complaints and meet deadlines.
• Strong organisational, administrative and IT skills.
• Ability to work independently and use sound judgement when assessing and escalating concerns.

Desirable:

• Knowledge of RQIA standards and regulatory requirements.
• Experience of quality assurance, compliance, governance or safeguarding investigations.
• Experience analysing complaint trends and contributing to service improvement.
• Experience working with or responding to HSC Trusts or other statutory/commissioning bodies.

Connected Health is committed to ensuring that complaints and feedback are managed effectively, that learning is embedded across the organisation, and that the experience of our service users remains at the heart of continuous improvement.