Complaints Officer

The role involves working closely with patients, their families, and healthcare professionals to improve patient experience and service delivery. Given the nature of the work, the ability to effectively manage challenging situations and behaviours is crucial, along with a high level of resilience and emotional intelligence. You will need an enquiring mind and excellent analytical and report writing skills. Attention to detail and proof reading skills are also essential.

Main duties of the job

The Complaints Officer is a central role in managing and resolving complaints within The London Clinic. The ideal candidate will have experience of working in complaints within a healthcare or social care setting. This position requires a highly organised and motivated individual with experience of responding to complex complaints and providing specialist advice.

About us

Established in 1932, The London Clinic is one of the UK's largest independent charitable hospitals, based in the heart of central London. We operate across 8 closely connected sites, with our main hospital offering 234 beds, 10 operating theatres, and a wide range of specialist services. We are known for delivering high quality, patient centred care, with a strong focus on safety, experience, and continuous improvement across everything we do.

Job details

Job Title: Complaints Officer
Department: Clinical Governance
Hours: 37.5 Monday to Friday
Contract: Permanent
Salary: £37,452 - £47,279

Key responsibilities

• Manage complex complaints end to end to deliver timely and fair resolutions
• Investigate concerns thoroughly to establish facts and support informed outcomes
• Produce clear, high quality written responses to ensure professional and transparent communication
• Apply regulatory standards to ensure complaints are handled compliantly and consistently
• Advise and support managers to strengthen complaints handling across the hospital
• Keep complainants informed to maintain trust and confidence throughout the process
• Analyse complaint trends to identify risks and drive service improvements
• Deliver clear reporting to support senior decision making
• Support patient feedback initiatives to strengthen patient voice and experience
• Contribute to governance forums to embed learning and continuous improvement
• Work in an organised way with good attention to detail to ensure accuracy across all documentation and case management

About you

• Experience managing complaints within healthcare
• Strong understanding of complaints processes and regulatory frameworks
• Excellent written and verbal communication skills
• Confident handling complex and sensitive situations
• Highly organised with strong attention to detail
• Able to analyse information and produce clear, structured reports
• Resilient, empathetic, and patient focused in your approach

Qualifications

• Experience in complaints management within a healthcare setting.
• Strong knowledge of NHS and/or independent healthcare complaints regulations and procedures.
• Excellent communication and interpersonal skills.
• Ability to analyse complex information and produce detailed reports.
• Proficiency in IT and data management systems.

Experience

• Knowledge of patient safety and quality improvement initiatives.

Desirable experience

Desirable experience includes working within independent healthcare, using Datix, and exposure to quality improvement or patient safety initiatives.

Benefits

• Private Medical Insurance
• Contributory pension scheme (total contribution up to 20%)
• 25 days holiday plus bank holidays
• Life assurance
• Travel season ticket loan
• Family friendly benefits
• A range of retail discounts
• Excellent career development with clear career pathways and access to further education.

Safer recruitment / EEO statement

We are committed to safeguarding and protecting all adults at risk, children and young people by implementing robust safer recruitment practices during our selection process. Pre employment checks are undertaken in accordance with industry standards and regulations, and successful applicants may be required to undertake an Enhanced Disclosure via the Disclosure and Barring Service (DBS). The London Clinic is proud of its diverse workforce and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We absolutely welcome applicants from underrepresented groups; if you think you have the skills and experience for the job, we would love to hear from you regardless of your background.

Disclosure and Barring Service Check

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.