Complaints Officer

1 week ago

Hertford, United Kingdom Lea Wharf Medical Full time

**Location**: Lea Wharf Medical
**Hours**: Part Time, 16 hours per week. Monday - Thursday 10:00-13:00 and Friday 10:00-14:00
**Salary**: 12.50 p/h
**Contract**: Fixed Term - 1 year contract

**Reports to**: Patient Correspondence Manager

**About Us**

We are a busy, forward-thinking GP Practice committed to providing safe, effective, and compassionate care to our patients. Our friendly team includes GPs, nurses, allied health professionals, and administrative staff, all working together to deliver high-quality care and continuous service improvement.

**About the Role**

We are seeking a **Complaints Officer** to join our Practice team. This important role ensures that patient concerns, compliments, and complaints are managed efficiently, empathetically, and in line with NHS Complaints Regulations and Practice policies.

You will also support governance and quality improvement by managing and reporting on Learning Events (significant or critical incidents) and preparing reports for Quality, Management, and Clinical Governance meetings.

**Key Responsibilities**
- Manage the full lifecycle of complaints and concerns from receipt to resolution, ensuring compliance with NHS and Practice procedures.
- Acknowledge, investigate, and respond to complaints within required timescales and with sensitivity.
- Liaise with patients, families, staff, and external organisations to facilitate fair and timely outcomes.
- Maintain accurate and confidential records of all complaints and compliments.
- Prepare regular reports and summaries for Quality, Management, and Clinical Governance meetings, highlighting themes, trends, and learning points.
- Support the Practice in implementing service improvements based on complaint analysis and patient feedback.
- Ensure compliance with data protection and confidentiality requirements at all times.
- Promote a culture of openness, accountability, and continuous improvement within the team.

**About You**

You will be empathetic, well-organised, and able to communicate confidently and sensitively with people at all levels. You’ll have excellent attention to detail and be comfortable managing confidential information and complex situations.

**Essential**:

- Experience in complaints handling or patient experience roles (preferably in NHS or healthcare).
- Excellent written and verbal communication skills.
- Strong analytical and reporting abilities.
- Good organisational and administrative skills, with the ability to prioritise workload effectively.
- Understanding of confidentiality, data protection, and equality principles.

**Desirable**:

- Experience in primary care or GP Practice administration.
- Knowledge of NHS Complaints Regulations and the Duty of Candour.
- Familiarity with SystmOne.

**What We Offer**
- Supportive and collaborative working environment.
- Opportunities for ongoing training and professional development.
- NHS Pension Scheme membership.

**Job Advert Closing Date**: 01.12.2025

**Interview Date**:10.12.2025

**Start Date**:02.02.2025

**How to Apply**

**Job Type**: Part-time

Pay: £12.50 per hour

Expected hours: 16 per week

**Benefits**:

- Company pension

Work Location: In person

  • Complaints Administrator

    2 weeks ago

    Hertford, United Kingdom Tate Full time

    **Support Officer **Hertford **Office based £11.18 per hour 3 months **Full Time - 37 hours per week** Are you looking to kick start a career within a local authority? Are you passionate about people and providing outstanding levels of service? Have you got experience in a customer enquiry environment? Are you an experience administrator looking to...

  • Administrative Officer

    3 days ago

    Hertford, United Kingdom Office Angels Full time

    Role: Administrative Officer - Customer Service Start Date: ASAP Type: Contract Location: Hertford Hours: 35 hours per week My lovely client is looking for an experienced administrator to join their busy team starting immediately. This role is a hybrid role, with three days per week in the office therefore you must live in a commutable distance to the...

  • Quality Assurance Officer

    2 weeks ago

    Hertford, United Kingdom Neon Healthcare Full time

    We are currently in an exciting period of growth in the development of new products, and our expansion into other markets has resulted in this excellent opportunity to take on a newly created position in our quality function. The overall purpose of this role is to ensure compliant and efficient execution of Neon Quality Batch Release Activities whilst...

  • Quality Assurance Officer

    3 days ago

    Hertford, United Kingdom Neon Healthcare Full time

    We are currently in an exciting period of growth in the development of new products, and our expansion into other markets has resulted in this excellent opportunity to take on a newly created position in our quality function. The overall purpose of this role is to ensure compliant and efficient execution of Neon Quality Batch Release Activities whilst...

  • Senior Technical Officer

    18 hours ago

    Hertford, United Kingdom East Herts Council Full time

    **Job Reference** - STOE1001 **Location** - Hertford/up to 50% from home **Function** - Housing and Health **Salary** - £43,414 - £46,424 (inclusive of local weighting) depending on experience **Status** - Full Time **Job Type** - Permanent **Hours Of Work** - 37 More details Senior Technical Officer - Environment Grade 8, £40,219 to £43,414...

  • Social Media Customer Service Executive

    1 week ago

    Hertford, United Kingdom it Luggage Full time

    We are an international, innovative, and passionate travel goods business, with our Head Office in Hertford, offices in USA, China and Hong Kong, and our manufacturing and supplier base in China. We are looking for an enthusiastic, helpful social media & customer experience assistant with excellent customer service and IT skills, who is ready to hit the...

  • Disrepair Coordinator

    19 hours ago

    Hertford, United Kingdom SNG (Sovereign Network Group) Full time

    We have a fantastic opportunity to join Sovereign Network Group as a disrepair admin officer within our Property Services - London and Herts Team on a permanent basis.. You'll be based from our office in **either Wembley - London or Hertfordshire**. This role will combine office and home working to ensure a positive work/life balance. It's a really exciting...

  • Coordinator - Disrepair

    2 weeks ago

    Hertford, United Kingdom Sovereign Network Group Full time

    We are seeking a detail-oriented and proactive disrepair admin officer who will be responsible for the administrational management of live Legal Disrepair cases, as well as Environmental Health cases or those considered to be of a more complex nature. Assisting with the management of the contracts to successfully deliver high quality VFM services to the...

  • Property Manager

    1 week ago

    Hertford, United Kingdom fore street employment agency ltd Full time

    **Our clients are a well established, long running estate agents in Hertford. They have an exciting new opportunity for a Property Manager with at least a years experience to manage their portfolio of lettings.** **Duties**: - Manage the property portfolio in order to maximize office income including the retention of properties and clients. - Ensure a...

  • Customer Services

    2 weeks ago

    Hertford, United Kingdom AMMEGA Full time

    Customer Service Maternity Cover Role _ **Hertford, Hertfordshire** Ammeraal Beltech Ltd - the UK operating company of a worldwide group and the UK's leading supplier of process and conveyor belting to OEM's, large corporations and airports - currently have an excellent opportunity for a person to join their Customer Service/Sales Team, working in the Head...