Job overview

We are seeking a highly experienced, resilient, and emotionally intelligent Band 5 Complaints and Concerns Officer to join our Patient Advice and Liaison Service on a substantive basis, following a successful period of secondment within the role.

This is a demanding, front-line role within patient experience. The postholder will manage complex concerns and formal complaints in line with NHS complaints regulations, often supporting individuals who are distressed, frustrated, or upset. You will be expected to respond with empathy and professionalism, while maintaining clear, consistent boundaries and ensuring a fair and balanced approach.

The successful candidate will demonstrate a strong track record of managing complaints from initial contact through to resolution, including drafting high-quality responses, maintaining accurate Datix records, and working closely with clinical teams to support robust investigations. You will be co...