Complaints Co-ordinator

Mid and South Essex NHS Foundation Trust
£28,407 to £34,581 per annum ( Pro rata for part time)
Closing date
4 Dec 2023

View more

Other Health Profession
Band 5
Contract Type
Full Time
Here is an exciting opportunity for you to join us as a Complaints Co-ordinator. This role involves providing support to Clinical staff in the delivery of an effective, timely Complaints and PALs service enhancing the quality and safety to patient care.

A knowledge of complaints and PALs management systems will ensure regular reports can be provided to the team, the serviceleadership teams to ensure all national and regulatory requirements are met.This post involves working and liaising with patients, complainants, the multi-disciplinary staff including the MSE Complaints and PALs teams, in a professional manner in written, verbal, and electronic formats.

If you are interested in the role and believe you hold the qualities we require, then apply today!

Main duties of the job

You will work in such a way as to help promote a culture that actively improves the outcomes of complaints and PALs enquiries.

Specifically, the role will include facilitating the effective and timely review of complaints, their management, escalation of immediate risks, ensuring all complaints are returned within set timescales to the MSE Complaints team.

You will ensure the administrator also provides effective support to the divisions arranging complaint meetings and effective minutes are provided post complaints meetings.

About us

Mid and South Essex NHS Foundation Trust is now one of the largest in the country, with a workforce of approximately 15,000 who serve a population of 1.2 million people.

We work together, and in conjunction with MSE Health and Care Partnership, to deliver excellent local and specialist services, to improve the health and wellbeing of our patients in a compassionate way, and provide a respectful, but vibrant place for staff to develop, innovate and build careers.

From facilities through to consultant specialists we want to be the best, to achieve this we need to recruit not just those who are the finest in their field but also those who have the potential to be. Yes, experience is important but so is outlook - if you are dynamic, forward-thinking and enthusiastic we want you to join us.

We not only offer you a good working environment with flexible working opportunities, but also the opportunity to develop your career with access to appropriate training for your job and the support to succeed and progress

Job description

Job responsibilities

Please see the attached job description and personal specification for full details on the role responsibilities.

Person Specification



  • Educated to degree or equivalent experience
  • Relevant experience in Governance/ Risk or Patient Experience role


  • Experience in use of Incident Management Systems
  • Experience in Clinical Effectiveness
  • Experience of the use of excel



  • Experience in undertaking complaint investigations
  • Experience in NHS environment


  • A good working knowledge of the administrative aspects of an electronic risk management system

Employer details

Employer name

Mid and South Essex NHS Foundation Trust



Court Road



Any attachments will be accessible after you click to apply.


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