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Complaints Lead

Bedfordshire Hospitals NHS Foundation Trust
£28,407 to £34,581 per annum
Closing date
18 Jul 2024

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Other Health Profession
Band 5
Contract Type
Full Time

The post holder provides support to the Complaints Manager, Patient Experience Matron and General Managers of all services as required in the management and co-ordination of the complaints process.

Main duties of the job

  • Maintaining the Trust's database on complaints and monitoring and reporting on complaint trends.
  • Promoting a positive image of the complaints procedure to patients/carers/ relatives and staff.
  • To assist in the management of Patient Advice and Liaison Service (PALS), concerns and formal complaints and to support members of staff on the investigation of complaints, providing guidance as required.
  • To draft responses back to complainants and to action follow-up to formal responses to ensure statutory time limits are met.
  • To cross cover for other complaint leads when required.
  • To build a good working relationship with staff members within the Trust and externally and have a good sound knowledge of Trust policies.
  • To resolve day-to-day problems independently of the General Manager (GM)/ Head of Nursing (HoN), as appropriate.
  • Supporting, advising and training the complaints administrator(s) and officers.
  • To monitor any action plans on a regular basis, and liaise with staff within the Clinical Service Line (CSL) to ensure that these are being addressed within the agreed timeframes.
  • To ensure that service improvement ideas and requirements arising from complaints are disseminated and actioned.
  • To co-ordinate update and input of actions identified on the risk management systems.
  • To undertake any other duties relevant to the purpose of the post.
  • To deputise for the Complaints Managers when required.

About us

Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton. Both hospital sites offer key services such as A& E, Obstetrics-led Maternity and Paediatrics. You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.

Our Values

We not only recruit based on qualifications and experience - we recruit individuals who demonstrate the behaviours which underpin our Trusts core values. We achieve this by using values based recruitment. We are dedicated to making our recruitment practices as inclusive as possible for everyone, we are committed to promoting equality and diversity, and creating a culture that values differences.

Please note that vacancies may close prior to the advertised closing date when sufficient number of applications have been received. All new staff will be subject to a probationary period covering first 6 months in post. Travel between hospital sites may be required. Please review all documents attached to ensure you familiarize yourself with all requirements of the job

Job description

Job responsibilities

The Job Description and Person Specification are attached to this job, please review for the full details and responsibilities.
  • Act as the focal reception point for all complaints received by agreed allocated Services in line with the Trust Complaints policy.
  • To lead on the investigation of complaints within the CSL, ensuring that correspondences are handled efficiently, investigations are completed appropriately and within a strict timeframe. Populate and distribute complaints investigation templates as needed.
  • Contact complainants by telephone to discuss correspondence and agree actions for resolution where appropriate.
  • Work with relevant services to resolve issues for patients where prompt action may negate the need for a full complaints response.
  • To work flexibly with all services when managing complaints on the direction of the Complaints Manager.

Person Specification



  • Higher eduction (A Level qualification or equivalent
  • Minimum grade C or above GCSE English
  • Administration experience, including use of MS Office tools.
  • Good command of the English language


  • Professional Registrant e.g NMC/AHP or equivalent
  • Minute taking qualification
  • Complaint response draft training



  • Experience of writing complaint responses
  • Experience of working in a complex organisation.
  • Experience of working in the NHS, and engaging with different stakeholders
  • Experience of minute taking and report writing
  • Knowledge/ experience of complaints/PALS services
  • Experience of working in sensitive situations e.g. experience of a customer care approach


  • Experience of working in the NHS
  • Experience of using NHS IT applications for example InPhase, iPM, Evlove, ICE or Nerve centre



  • Evidence of on-going training and willingness to learn
  • Knowledge computer and data base work
  • Evidence of on-going training and willingness to learn.
  • Understand how to problem solve in certain situations


  • Knowledge of NHS Complaints/PALS and patient experience agenda

Personal Skills


  • Ability to remain objective in difficult situation
  • Experience of managing own work load, and prioritising tasks.
  • Experience in working unsupervised for periods of time
  • Confident telephone manner and good interpersonal skills

Employer details

Employer name

Bedfordshire Hospitals NHS Foundation Trust


Luton site

Lewsey Road



Any attachments will be accessible after you click to apply.


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