Northumbria Healthcare NHS Foundation Trust

Claims, Inquests and Complaints Officer

The closing date is 17 February 2026

Job summary

A 12 fixed term or secondment cover opportunity has become available within the Claims, Inquests and Complaints team for 22.5 hours per week. You will be required to:

Working within the Patient Safety and Governance Department to receive and process all claims, inquests and complaints for the Trust.
To role model compassionate and inclusive leadership in order to shape the creation of a collective leadership culture within the trust. This means demonstrating a consistent leadership style which (a) engages, enables and empowers others (b) uses coaching to promote ownership of learning and quality improvement and (c) facilitates team working and collaboration within teams / departments and across organisational boundaries.

Main duties of the job

Working within the Claims, Inquest and Complaints team to receive and manage all claims, inquests and complaints received by the Trust.
Assist with claims, inquests and complaints in compliance with the Coroners Rules, NHS complaints regulations and NHS Resolution procedures and protocols.

About us

We manage three major locality hospitals at North Tyneside, Wansbeck and Hexham, plus a number of smaller community hospitals and clinics from Tynemouth to Berwick on Tweed, covering one of the largest geographical areas of any NHS trust in the country. Leading in innovation and quality - opening a state of the art Northumbria Specialist Emergency Care Hospital, the first of its kind in England. Do you want to work in one of the best performing NHS organisations in England? Work in an organisation that supports its staff and focuses on staff experience as much as it does the experience of its patients? You can live and breathe in an area that has the cleanest air, cost effective living, great nightlife, some of the best schools with a wealth of history available on your doorstep. Sound too good to be true? Well it isn't, this is what you get when you work for Northumbria Healthcare, this is the Northumbria Way! Please read 'applicant guidance notes' before submitting your application.

Date posted

04 February 2026

Pay scheme

Agenda for change

Band

Band 4

Salary

£27,485 to £30,162 a year pro rata per annum

Contract

Fixed term

Duration

12 months

Working pattern

Part-time, Flexible working

Reference number

319-7718052JN-A

Job locations

Northumbria House,

7/8 Silver Fox Way

Newcastle upon Tyne

NE27 0QJ

Job description

Job responsibilities

Perform general office duties including answering phone calls, filing, photocopying, data inputting and general administrative duties.
Respond to email and phone enquiries.
Typing and data entry using general office programs and trust specific computer programs.
Working in conjunction with colleagues from across the Trust help to organise meetings with complainants.
Preparation of responses including, formatting and initial quality checking to ensure the response answers the issues raised.

Job description

Job responsibilities

Perform general office duties including answering phone calls, filing, photocopying, data inputting and general administrative duties.
Respond to email and phone enquiries.
Typing and data entry using general office programs and trust specific computer programs.
Working in conjunction with colleagues from across the Trust help to organise meetings with complainants.
Preparation of responses including, formatting and initial quality checking to ensure the response answers the issues raised.

Person Specification

Qualifications

Essential

Vocational qualification Level 3 or relevant proven experience to diploma level
Good standard of literacy and numeracy (English and Maths Level 9-4, GCSE A-C)

Desirable

Knowledge of handling / dealing with claims, inquests or complaints.
Interpretation and literacy skills to extract information from complaint letters / reports and to proofread letters of response.
Experience of using Microsoft Office software - particularly Word, Excel and Outlook

Experience

Essential

Previous experience at administrative level
Knowledge of claims, inquests and complaints regulations and procedures.

Desirable

NHS admin / clerical experience
Knowledge of or experience in coaching and mentoring practices and tools.
Knowledge of or experience in Quality improvement tools, techniques and methods

Person Specification

Qualifications

Essential

Vocational qualification Level 3 or relevant proven experience to diploma level
Good standard of literacy and numeracy (English and Maths Level 9-4, GCSE A-C)

Desirable

Knowledge of handling / dealing with claims, inquests or complaints.
Interpretation and literacy skills to extract information from complaint letters / reports and to proofread letters of response.
Experience of using Microsoft Office software - particularly Word, Excel and Outlook

Experience

Essential

Previous experience at administrative level
Knowledge of claims, inquests and complaints regulations and procedures.

Desirable

NHS admin / clerical experience
Knowledge of or experience in coaching and mentoring practices and tools.
Knowledge of or experience in Quality improvement tools, techniques and methods

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

Northumbria Healthcare NHS Foundation Trust

Address

Northumbria House,

7/8 Silver Fox Way

Newcastle upon Tyne

NE27 0QJ

Employer's website

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

Employer details

Employer name

Northumbria Healthcare NHS Foundation Trust

Address

Northumbria House,

7/8 Silver Fox Way

Newcastle upon Tyne

NE27 0QJ

Employer's website

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