CHEC

Complaints Officer

The closing date is 03 September 2025

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Job summary

We are always looking for great talent to join our team and help achieve our ambitious goals and growth. We care about our people, and we care about the future of community health and how CHEC can play an innovative part in making this great, with your help. If you are care focused and looking to join an organisation that is thriving on success, then CHEC is your employer of choice! We have an exciting opportunity for a Complaints Officer to support our ambitious growth plans as we continue to expand throughout the UK.

Main duties of the job

The Complaints Officer is a new role to CHEC, and is responsible forthe effective management of complaints in accordance with NHS Complaints Regulations, regulatory standards, and internal governance frameworks. We are looking for someone to play a pivotal role in safeguarding the voice of patients, service users, families, and stakeholders across the organisation, supporting the organisations continuous quality improvement agenda. The successful candidate will thrive in a busy, fast-paced working environment.

About us

Since 2012, CHEC has been working with the NHS to increase patient choice and provide better access to exceptional, timely, locally-based ophthalmology and gastroenterology care free at the point of care. CHEC has a nationwide portfolio of community hospitals and clinics operating in a unique hub-and-spoke model. We are proud to have a role alongside colleagues in the NHS, offering patients the choice of access to essential procedures and help achieve the best possible clinical outcomes. We continue to expand our community-based offering of vital healthcare to patients across England, including ENT (Ear, Nose and Throat) and Dermatology services. CHEC is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees to share this commitment, this includes being aware of and adhering to all CHEC Safeguarding policies. Recruitment checks are undertaken in accordance with the NHS Employment Check Standards and successful applicants may be required to undertake an Enhanced Disclosure via the Disclosure and Barring Service (DBS).

Details

Date posted

20 August 2025

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Full-time

Reference number

CHE1131805

Job locations

CHEC Preston

Preston

PR2 9WT


Job description

Job responsibilities

We are looking for someone who can: Receive and triage complaints from patients, families, staff, and external bodies. Ensure all complaints are logged accurately in the complaints management system and acknowledged within statutory time frames. Coordinate investigations by liaising with clinical and operational teams, ensuring a fair, thorough, and timely process. Draft and quality-assure written responses, ensuring they are clear, empathetic, and address all concerns raised. Escalate serious or high-risk complaints to senior management and ensure appropriate oversight and governance. Contribute to the development and review of complaints policies, procedures, and templates. Support internal and external audits, inspections, and reviews by providing evidence and assurance. Identify themes, trends, and recurring issues from complaints data. Work with Quality, Governance and Risk teams to ensure learning from complaints is embedded into practice and policy where appropriate. Support the development and monitoring of action plans arising from complaints investigations. Contribute to the triangulation of complaints with incidents, claims, safeguarding, and patient feedback to identify systemic risks. What youll bring to the role: Experience in complaints handling within a healthcare, public sector, or regulated environment. Strong understanding of complaints regulations, governance frameworks, and relevant legislation. Proven ability to coordinate investigations and draft high-quality written responses. Experience working with multidisciplinary teams and senior stakeholders. Excellent written and verbal communication skills, with a focus on clarity and empathy. Strong organisational and time management skills, with the ability to manage multiple cases simultaneously. High attention to detail and accuracy in logging and reporting. Ability to analyse data to identify trends and systemic issues. Proficient in using complaints management systems and Microsoft Office tools. Why work for us? 25 days holidays plus bank holidays Buy and sell annual leave scheme Refer a friend scheme Company pension Company sick pay scheme Company annual bonus scheme Life assurance scheme Bluelight Card- 100s of discount and cashback options Performance review with a training and development plan Employee discounts portal Gym membership Cycle to work scheme Tech scheme

Job description

Job responsibilities

We are looking for someone who can: Receive and triage complaints from patients, families, staff, and external bodies. Ensure all complaints are logged accurately in the complaints management system and acknowledged within statutory time frames. Coordinate investigations by liaising with clinical and operational teams, ensuring a fair, thorough, and timely process. Draft and quality-assure written responses, ensuring they are clear, empathetic, and address all concerns raised. Escalate serious or high-risk complaints to senior management and ensure appropriate oversight and governance. Contribute to the development and review of complaints policies, procedures, and templates. Support internal and external audits, inspections, and reviews by providing evidence and assurance. Identify themes, trends, and recurring issues from complaints data. Work with Quality, Governance and Risk teams to ensure learning from complaints is embedded into practice and policy where appropriate. Support the development and monitoring of action plans arising from complaints investigations. Contribute to the triangulation of complaints with incidents, claims, safeguarding, and patient feedback to identify systemic risks. What youll bring to the role: Experience in complaints handling within a healthcare, public sector, or regulated environment. Strong understanding of complaints regulations, governance frameworks, and relevant legislation. Proven ability to coordinate investigations and draft high-quality written responses. Experience working with multidisciplinary teams and senior stakeholders. Excellent written and verbal communication skills, with a focus on clarity and empathy. Strong organisational and time management skills, with the ability to manage multiple cases simultaneously. High attention to detail and accuracy in logging and reporting. Ability to analyse data to identify trends and systemic issues. Proficient in using complaints management systems and Microsoft Office tools. Why work for us? 25 days holidays plus bank holidays Buy and sell annual leave scheme Refer a friend scheme Company pension Company sick pay scheme Company annual bonus scheme Life assurance scheme Bluelight Card- 100s of discount and cashback options Performance review with a training and development plan Employee discounts portal Gym membership Cycle to work scheme Tech scheme

Person Specification

Qualifications

Essential

  • Experience in complaints handling within a healthcare, public sector, or regulated environment.
  • Strong understanding of complaints regulations, governance frameworks, and relevant legislation.
  • Proven ability to coordinate investigations and draft high-quality written responses.
  • Experience working with multidisciplinary teams and senior stakeholders.
  • Excellent written and verbal communication skills, with a focus on clarity and empathy.
  • Strong organisational and time management skills, with the ability to manage multiple cases simultaneously.
  • High attention to detail and accuracy in logging and reporting.
  • Ability to analyse data to identify trends and systemic issues.
  • Proficient in using complaints management systems and Microsoft Office tools.
Person Specification

Qualifications

Essential

  • Experience in complaints handling within a healthcare, public sector, or regulated environment.
  • Strong understanding of complaints regulations, governance frameworks, and relevant legislation.
  • Proven ability to coordinate investigations and draft high-quality written responses.
  • Experience working with multidisciplinary teams and senior stakeholders.
  • Excellent written and verbal communication skills, with a focus on clarity and empathy.
  • Strong organisational and time management skills, with the ability to manage multiple cases simultaneously.
  • High attention to detail and accuracy in logging and reporting.
  • Ability to analyse data to identify trends and systemic issues.
  • Proficient in using complaints management systems and Microsoft Office tools.

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

CHEC

Address

CHEC Preston

Preston

PR2 9WT


Employer's website

https://www.communityhealthservices.co.uk (Opens in a new tab)

Employer details

Employer name

CHEC

Address

CHEC Preston

Preston

PR2 9WT


Employer's website

https://www.communityhealthservices.co.uk (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Head of Resourcing

Jasmine Rogers

jasmine.r@chec.uk

Details

Date posted

20 August 2025

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Full-time

Reference number

CHE1131805

Job locations

CHEC Preston

Preston

PR2 9WT


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