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Complaints Officer

Band 5

Main area
Band 5
Part Time - 22.5 hours per week
Job ref
Phoenix House
£24,214 - £30,112 pa (Plus HCAS) pro rata
25/09/2019 23:59

Do you want to be part of an innovative, dynamic organisation that is committed to delivering the best care by the best people? We are looking to appoint people who are as passionate about high quality care as we are.

NELFT provides award winning community and mental healthcare for over 2 million people. We work to ensure our patients, their friends and family, feel confident that their health needs are well met. With an excellent reputation for research and development, our skilled health professionals are at the cutting edge of evidence-based innovation, opening up the possibilities for better ways of working and delivery of care.

We are committed to the delivering the best care for our patients. The successful candidate will share this commitment and demonstrate our Trust values.

We are committed to continuous learning to improve patient outcomes so this means that we are also committed to the professional development of our workforce. We want to ensure you have the opportunity to grow and progress within NELFT, so take the first step on this journey by joining us now.

The Directorate of  Nursing –Patient Experience Team is looking to recruit to the post of Complaints Officer- Band 5. This is an excellent opportunity for a motivated and dedicated individual to join our well established team. The post holder will  provide effective front of house service and administrative support to the locality/department. This will involve dealing with general queries from the public. In addition, the post holder will consistently deliver a “client-focused” service which promotes good customer service and effective working relationships.

Key Responsibilities:

The Complaints Officer will have a clear understanding of Local Authority Social Services and National Health Services NHS Regulations 2009, NHS complaints handling processes and freedom of information requirements as laid down in national guidance and will support processes to ensure targets are met through:

  • Supporting the processing of complaints in line with regulatory requirements
  • Supporting the processing of requests under the Freedom of Information Act to ensure compliance
  • Supporting the maintenance of relevant databases
  • Providing complaints training across the organisation as required
  • Supporting the processing of compliments and informal concerns data
  • Providing data for management reports with agreed timescales

This is a part time role/post - 22.5 hours per week  (Wednesday– Friday).

Should we receive a high volume of applications the vacancy may close sooner than stated. You are therefore advised to apply as soon as possible. This post will be subject to a probationary period. Internal applicants are exempt from the probationary period (unless you are an internal applicant currently part way through a probationary period or currently a bank member of staff).


Probationary Period

This post will be subject to a probationary period. Internal applicants are exempt from the probationary period (unless you are an internal applicant currently part way through a probationary period or currently a bank member of staff). 

Assessment/Interview info

At NELFT we set very high standards to ensure we provide quality services. We require prospective employees to carry out an online literacy and numeracy test, equivalent to NVQ Level 2. For more information regarding our assessments, please visit our website. If you are shortlisted, invited for interview and successfully offered the post, you will be required to undertake an assessment for these skills during the pre-employment checks.

Starting with NELFT

NELFT place a great deal of importance on new starters being properly welcomed and inducted into the Trust. All new starters will join the Trust on the first Monday of each month and will undertake a comprehensive induction of up to two weeks which will include mandatory training, systems training and the allocation of equipment.  As part of the process new starters will have the opportunity to also meet the executive team, senior managers and attend a number of drop in sessions focussing in engagement, health and wellbeing and key processes. The induction will be held at our head office in Rainham, Essex.

High Cost Area Supplement – Essex

This post also attracts payment for High Cost Area Supplement of 5% of the basic salary (with a minimum of £1,017 to a maximum of £1,762) pro rata.

London Healthy workplaceApprenticeships logoNo smoking policyStonewall equality policy. Equality and justice for lesbians, gay men, bisexual and trans people.Mindful employer.  Being positive about mental health.Defence Employer Recognition Scheme (ERS) - BronzeAge positiveDisability confident employerCare quality commission - Good

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Further details / informal visits contact

Dawn Bowes -  or on   Mobile:        07885 447352