Complaints Co-ordinator

This role is responsible for managing the Trust's complaints process from start to finish, ensuring that all concerns are handled compassionately, efficiently, and in line with NHS and Social Care Complaints Regulations. The post-holder works closely with clinical and non-clinical teams across all wards, outpatient areas, and external agencies to ensure complaints are promptly assessed, thoroughly investigated, and responded to within agreed timeframes.

A major part of the role involves coordinating investigations, monitoring progress, escalating risks, and facilitating local resolution meetings to achieve the best possible outcomes for patients, families, and services. The role also requires strong communication, negotiation, and relationship-building skills to work effectively with staff at all levels, patients, relatives, and external bodies such as the Ombudsman and CQC.

The post-holder will contribute to organisational learning by sharing themes and insights from complaints, supporting implementation of action plans, and helping to improve policies, procedures, and practice. They also provide training, expert advice, and regular reports to support governance, ensure regulatory compliance, and promote awareness of the complaints process across the Trust.

At the Dudley Group our patients and staff are at the heart of all that we do and that is to provide a world class service that aligns with our vision of "excellent health care, improved health for all". We are seeking to recruit staff who share our vision and values of making Dudley Group an incredible workplace.

As part of the NHS People Promise, your wellbeing is our priority, and we are committed to ensuring our employees achieve a healthy work-life balance supported by our flexible working options and by making reasonable adjustments where possible. We believe no-one should have to sacrifice family, friends, or their personal interests for work. We are a modern employer able to attract and retain high quality staff through our commitment to the NHS People Promise.

As an employer, we foster an inclusive environment where everyone feels valued, supported, and empowered to contribute their best. We want to ensure that our workforce is representative of the population we serve. More information - inclusive practice people promise.

Dudley Group offer many opportunities for our staff to develop and grow within their roles through our Learning & OD Team. These include topics such as communication, wellbeing, team development, cultural competency, and values.

Please click below to view our EDI page: Equality, Diversity, and Inclusion - The Dudley Group NHS Foundation Trust (dgft.nhs.uk)

Qualifications and Education

Communication skills

Knowledge and Training

Experience