Tameside and Glossop Integrated Care NHS Foundation Trust

Complaints Officer

The closing date is 17 December 2025

Job summary

Complaints Officer

We are seeking a motivated and dedicated individual to support the delivery of an accessible, responsive, and patient-focused complaints service. The Complaints Officer role is varied and rewarding, involving listening to feedback from patients, families, carers, and members of the public, and helping to address their concerns with care and clarity. You will play a key role in shaping how the Trust responds to feedback, ensuring communications are clear, empathetic, and timely, while also supporting the team that guides patients and their families through their queries and concerns. We are looking for someone with excellent organisational and administrative skills, who can communicate effectively, resolve problems, and uphold the Trust and NHS Complaints procedures.

As part of the Corporate Nursing and Integrated Governance Team, you will help foster a culture of learning and continuous improvement across all aspects of patient care, influencing and enhancing the experience of those who use our services. The Integrated Governance Team at Tameside and Glossop Integrated Care NHS Foundation Trust is committed to openness, transparency, and candour. We value the experiences of patients, relatives, and carers, and believe in improving safety and quality through learning and positive change.

Main duties of the job

The main purpose of this role is to provide support for the organisation in the delivery of the robust management of concerns and complaints relating to patient care and treatment at the Trust. The post holder would be expected to facilitate the concerns and complaints process for patients and staff. This includes regular contact with complainants, patients, and internal and external stakeholders to appropriately respond to concerns raised within agreed timescales and in line with the Trust's complaint process and national NHS Complaint Standards. As part of this process the post holder will also be responsible for input of data onto local and national databases, compilation of reports to show departmental and divisional performance as well as formulating complaints correspondence

About us

Tameside and Glossop Integrated Care NHS Foundation Trust serves a community of 250,000 people across Tameside & Glossop. We provide a range of services both within the hospital and across our community for both adults and children.Our vision is to improve health outcomes for our population and influence wider determinants of health through collaboration with our health & care partners.

We have a clear set of values & behaviours which we expect all of our staff to demonstrate:

Compassion
Accountability
Respect
Excellence

We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.

We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from Black, Asian & minority ethnic candidates, LGBTQ+& Disabled people.

Benefits include; flexible working, 27-33 days annual leave plus bank holidays, sick pay, NHS Pension Scheme, free eye tests and health checks, gym discount, free bicycle loan scheme, salary sacrifice car scheme, support with stress, bereavement, relationships, finance, and much more.

Date posted

03 December 2025

Pay scheme

Agenda for change

Band

Band 5

Salary

£31,049 to £37,796 a year per annum

Contract

Permanent

Working pattern

Full-time

Reference number

245-ADM5GOV-12-25

Job locations

Tameside Hospital - Silver Springs Building

Darnton Road

Ashton Under Lyne

OL6 9RW

Job description

Job responsibilities

The job description gives an overview of the main tasks and responsibilities of the role, and the person specifications focusses on the qualifications, skills, experience and knowledge required. These documents are attached on the page and can be downloaded.

The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.

Important Notice on Visa Sponsorship Eligibility

Please note that whilst the trust does offer sponsorship this role isunfortunately not eligible for visa sponsorship under the UK Skilled Worker visa route. This is due to the position not meeting the minimum salary threshold of £41,700 per annumand/or the requiredskill levelset by UK Visas and Immigration.

We appreciate your interest in this opportunity and encourage applications from candidates who already have theright to work in the UK.

Job description

Job responsibilities

The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.

Important Notice on Visa Sponsorship Eligibility

We appreciate your interest in this opportunity and encourage applications from candidates who already have theright to work in the UK.

Person Specification

Essential criteria

Essential

Good standard of education including good written and verbal English (GCSE C/4 pass or equivalent)

Desirable

Experience supervising or line-managing staff, including providing guidance, support, and workload coordination.

Essential criteria

Essential

Experience managing complaints, concerns, or working with challenging/upset individuals

Desirable

Experience working in NHS, healthcare, or social care settings

Essential criteria

Essential

Administration experience, including report writing, letter writing, and managing meetings

Desirable

Experience of using patient safety management systems including Ulysses, Datix or other risk management systems

Person Specification

Essential criteria

Essential

Good standard of education including good written and verbal English (GCSE C/4 pass or equivalent)

Desirable

Experience supervising or line-managing staff, including providing guidance, support, and workload coordination.

Essential criteria

Essential

Experience managing complaints, concerns, or working with challenging/upset individuals

Desirable

Experience working in NHS, healthcare, or social care settings

Essential criteria

Essential

Administration experience, including report writing, letter writing, and managing meetings

Desirable

Experience of using patient safety management systems including Ulysses, Datix or other risk management systems

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Tameside and Glossop Integrated Care NHS Foundation Trust

Address

Tameside Hospital - Silver Springs Building

Darnton Road

Ashton Under Lyne

OL6 9RW

Employer's website

https://www.tamesidehospital.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Tameside and Glossop Integrated Care NHS Foundation Trust

Address

Tameside Hospital - Silver Springs Building

Darnton Road

Ashton Under Lyne

OL6 9RW

Employer's website

https://www.tamesidehospital.nhs.uk/ (Opens in a new tab)