Complaints & Service Improvement Coordinator

Job overview

Synnovis is looking for a Complaints & Service Improvement Coordinator to join our Customer Services and Logistics Department. You will join a multidisciplinary team of around 24 professionals, bringing together a wide range of experience and expertise. Working closely with laboratories, clinical teams, NHS Trust partners, and third party customers

Main duties of the job

The Complaints & Service Improvement Coordinator plays a key role in supporting the effective operation of the Customer Services Department, with a balanced focus on complaint handling, insight, and continuous improvement. This role supports how Synnovis listens to patients and customers, investigates concerns, and uses feedback to strengthen services and prevent issues from recurring. You will be highly organised and solution focused, able to manage multiple cases and priorities while maintaining accuracy, empathy, and attention to detail. Working within the complaints pathway, you will coordinate and support the investigation of complaints relating to Synnovis services across NHS Trusts, Primary Care, and third party customers. You will work closely with clinical, laboratory, operational, and corporate teams to ensure responses are timely, evidence based, compliant, and recorded accurately using CRM systems such as ServiceNow. Beyond individual case resolution, you will play an active role in service improvement. You will analyse complaints and feedback data to identify trends, systemic issues, and emerging risks, maintain accurate SharePoint records, and support the development of compliance dashboards and reporting. You will contribute to corrective and preventive actions and wider service improvement initiatives, helping to translate learning from complaints into strengthened processes, improved communication, and better customer experience across the department. This is a collaborative role, well suited to someone who thrives in a fast paced environment, enjoys problem solving, and is motivated by seeing investigation and insight lead to practical, measurable improvements. For the right candidate, it offers the opportunity to develop strong investigation, stakeholder management, and service improvement skills while making a meaningful impact on patient and customer experience.

Detailed job description and main responsibilities

Complaints Handling & Investigation

• Coordinate and support complaint investigations across Synnovis services, including patients, NHS Trusts, Primary Care, and third party customers.
• Work with internal stakeholders to gather factual information, evidence, and statements to support fair, accurate, and timely investigations.
• Ensure all concerns raised by complainants are clearly addressed within the investigation outcomes and response letters.
• Support the Customer Services Management team in maintaining compliance with complaint policies, procedures, and required turnaround times.
• Provide guidance to teams on complaint handling best practice, professional communication, and de escalation of sensitive situations.

Service Improvement & Learning

• Analyse data to identify recurring trends, wider issues, and opportunities for improvement across departments processes
• Actively contribute to service improvement and efficiency initiatives by translating complaints learning into corrective and preventive actions, process changes, and recommendations for improvement.
• Maintain complaints and departmental systems, and support the development and use of dashboards, reports, and metrics to provide visibility of performance, trends, and improvement impact.
• Help embed learning across teams to improve consistency, communication, and service quality. Synnovis is a pathology partnership between SYNLAB UK and Ireland, and the NHS, including sites, Guy’s & St Thomas’ NHS Foundation Trust and King’s College Hospital NHS Foundation Trust, to deliver and transform pathology services across South East London. The partnership provides services to 1.7 million people living in South East London, as well as to hundreds of thousands of patients from outside the region who use local healthcare services. The partnership provides diagnostics, testing and digital pathology for hospital trusts, GP services and other healthcare providers.

The Hub The successful candidate will be based at The Hub, Synnovis’ modern corporate headquarters, which brings together our central support functions above our operational laboratory services. The hub is an eight-storey building, and we are working across 10 floors, including the ground and lower ground floors. Synnovis’ corporate function operates from the hub on the 8th floor, above the laboratories underneath. This is a total net internal area of almost 10,000m squared across the 10 floors. Based in Blackfriars, it’s less than a 5-minute walk from Southwark Tube or Blackfriars station and nestled closely to a vast array of entertainment and fabulous places to dine, relax and meet people.