Devon Partnership NHS Trust

Complaints Investigation Officer

The closing date is 26 September 2025

Job summary

We are seeking to recruit a part-time Complaints Investigation Officer (18.75 hours per week).

The ideal candidate will possess relevant experience and demonstrate the ability to collaborate effectively with a variety of people in order to conduct thorough investigations.

This position involves liaison with complainants, staff across the Trust, and members of the Patient Experience Team. The successful applicant will be expected to work efficiently and deliver high-quality, evidence-based responses for complex cases within set timelines to address areas of concern.

Main duties of the job

To investigate the care, treatment and support in place when complaints have been made in order to inform improvement in the safety and quality of services provided by the Trust.
To facilitate timely and inclusive case specific investigations; to establish the facts, identify possible contributory or causal factors, highlight resultant learning, consider improvements required and recommendations from the reports of reviews undertaken.
To undertake complaints investigations as set out in the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009.
Liaise with those affected by complaints and their carers (meeting with managers/practitioners/clinicians/relatives following complaints to consider issues arising, learning resulting and service responses required).
To coordinate the Trusts response in relation to complaints, ensuring that final response letters are produced to a high standard and in the agreed timescales.

About us

About Devon Partnership Trust

We provide mental health, learning disability and neurodiversity services, as well as a range of specialist & secure services for the wider south west region & nationally. We are passionate about promoting good mental health & wellbeing. We strive to use the expertise & resources within our organisation, and through our partnerships, to deliver high quality services that are safe & focused on people's recovery.

We are committed to developing a culture of coproduction, involving patients, families & carers in everything we do

Our values

We not only recruit based on qualifications & experience - we recruit individuals who possess & demonstrate the behaviours which underpin our Trusts core values. These include such attributes as showing a commitment to quality of care, improving lives of others, giving respect, dignity & compassion. We can bring those values to life in our everyday tasks by giving a smile; making time for people; challenging ourselves & others, & being open to new ideas.

We are committed to being an inclusive employer & applications are encouraged & welcomed from all sections of the community, regardless of any protected characteristics as governed by the Equality Act 2010. Part time & flexible working applications will be considered & supported, where possible. We particularly encourage applicants with lived experience of mental health conditions, neurodiversity or learning disabilities. We are a Disability Confident Leader.

Date posted

10 September 2025

Pay scheme

Agenda for change

Band

Band 6

Salary

£38,682 to £46,580 a year pro rata (18.75 hours per week)

Contract

Permanent

Working pattern

Part-time, Flexible working

Reference number

C9369-25-0664

Job locations

Franklyn House

Franklyn Drive

Exeter

Devon

EX4 8PQ

Job description

Job responsibilities

Please see the attached Job Description and Person Specification which will provide further information on this role.

Job description

Job responsibilities

Please see the attached Job Description and Person Specification which will provide further information on this role.

Person Specification

Qualifications

Essential

Post Graduate Diploma in risk management procedures or equivalent level experience.
Specialist knowledge of Health & Social Care regulations, policies and procedures gained through knowledge or relevant experience.
Risk Management and Complaints Handling qualification or equivalent gained through experience.

Desirable

Completed the trust complaints investigating officer training.

Knowledge and Skills

Essential

Specialist knowledge of NHS Complaints Procedure and organisational policy and procedures in relation to the management of complaints and other frameworks for the investigation of complaints.
Detailed working knowledge of risk management policies and regulations pertaining to experience, safety and risk
Awareness of Mental Health and Mental Capacity Acts, Health and Safety legislation, Information Governance requirements, Data Protection Act, Human Rights Act and Equality and Diversity Issues
Good communication skills, including an approach which is supportive, sensitive and empathic with those involved in, or affected by, complaints, incidents and near misses
Good communication skills with all levels of staff across professions and with partner agencies
Confident and effective when dealing with difficult issues with staff in a group setting
Ability to influence key stakeholders within complex organisational structures
Excellent analytical skills required in relation to reviewing assessment, service responses and all aspects relating to complaints, clinical effectiveness and quality governance
Ability to prioritise competing demands on a daily basis and respond accordingly
Ability to plan, implement and monitor own workload
Proactive and able to work under own initiative without direct supervision
Ability to work under pressure and to tight deadlines as required
Good computer skills (including word and excel)
Letter / report writing experience
Excellent standard of written English

Experience

Essential

Experience of undertaking complaints investigations and the preparation response letters.
Quality governance experience in relation to experience, safety and risk (including review of complaints)

Person Specification

Qualifications

Essential

Post Graduate Diploma in risk management procedures or equivalent level experience.
Specialist knowledge of Health & Social Care regulations, policies and procedures gained through knowledge or relevant experience.
Risk Management and Complaints Handling qualification or equivalent gained through experience.

Desirable

Completed the trust complaints investigating officer training.

Knowledge and Skills

Essential

Specialist knowledge of NHS Complaints Procedure and organisational policy and procedures in relation to the management of complaints and other frameworks for the investigation of complaints.
Detailed working knowledge of risk management policies and regulations pertaining to experience, safety and risk
Awareness of Mental Health and Mental Capacity Acts, Health and Safety legislation, Information Governance requirements, Data Protection Act, Human Rights Act and Equality and Diversity Issues
Good communication skills, including an approach which is supportive, sensitive and empathic with those involved in, or affected by, complaints, incidents and near misses
Good communication skills with all levels of staff across professions and with partner agencies
Confident and effective when dealing with difficult issues with staff in a group setting
Ability to influence key stakeholders within complex organisational structures
Excellent analytical skills required in relation to reviewing assessment, service responses and all aspects relating to complaints, clinical effectiveness and quality governance
Ability to prioritise competing demands on a daily basis and respond accordingly
Ability to plan, implement and monitor own workload
Proactive and able to work under own initiative without direct supervision
Ability to work under pressure and to tight deadlines as required
Good computer skills (including word and excel)
Letter / report writing experience
Excellent standard of written English

Experience

Essential

Experience of undertaking complaints investigations and the preparation response letters.
Quality governance experience in relation to experience, safety and risk (including review of complaints)