At a Glance
- Tasks: Handle complaints via phone and email, manage caseloads, and draft correspondence on Datix.
- Company: Join the Leeds Teaching Hospital NHS Trust, dedicated to patient care and support.
- Benefits: This role offers the opportunity to work in a supportive healthcare environment.
- Other info: This position requires a Disclosure and Barring Service check.
- Why this job: Be a key player in resolving patient concerns and improving care quality.
- Qualifications: Experience engaging with patients and stakeholders in challenging situations is essential.
The predicted salary is between 29970 - 36483 £ per year.
The Complaints Team is seeking a motivated individual with excellent communication skills and a strong commitment to supporting patients, relatives, and carers who have raised concerns about care and treatment provided by the Trust. The post holder will play a key role in the coordination and management of complaint cases in line with Trust policy and relevant regional and national regulations, support the Complaints Manager in delivering a long‑term action plan, and help clinical teams achieve timely resolutions. The successful candidate will be sensitive, tactful, and resilient, with experience engaging with patients, carers, and stakeholders in potentially challenging situations.
Job Responsibilities
- Handle telephone and email enquiries regarding complaints.
- Draft correspondence and maintain accurate records on Datix.
- Liaise with complainants, senior Trust staff, MPs, advocacy services, and external NHS organisations.
- Act as the first point of contact for new complaints and triage incoming queries.
- Provide solutions for mixed‑complexity queries and assess which service (PALS or Complaints) can best address the issue.
- Manage own caseload of complaints, ensuring timely and effective resolution.
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
To comply with UK Government regulations on Skilled Worker sponsorship, Leeds Teaching Hospital NHS Trust is unable to provide sponsorship to applicants who do not meet the eligibility criteria or the salary threshold concessions set out under the Skilled Worker visa route. Please review full guidance on these concessions before submitting your application.
We reserve the right to close this advert early if we receive a high number of suitable applications.
Complaints Handler in Leeds employer: Leeds Teaching Hospitals
Leeds Teaching Hospital NHS Trust is committed to high-quality patient care. Located in Leeds, it offers a supportive environment for staff. The Complaints Team plays a vital role in addressing patient concerns effectively.
