# Divisional Complaints Coordinator

> NHS job listing from Job Clerk for London North West University Healthcare NHS Trust.

## Canonical URLs

- **HTML:** https://www.jobclerk.com/job/divisional-complaints-coordinator/0611e5aa-58bc-4296-817d-3c649a343ad1
- **Markdown:** https://www.jobclerk.com/job/divisional-complaints-coordinator/0611e5aa-58bc-4296-817d-3c649a343ad1.md

## Summary

- **Status:** Live
- **Employer:** London North West University Healthcare NHS Trust
- **Location:** Northwick Park Hospital
- **Workplace type:** onsite
- **Profession:** Coordinator (discipline unspecified)
- **Salary:** £36943.00 to £44900.00
- **Contract type:** Secondment: 6 months
- **Employment type:** Full time - 37.5 hours per week
- **Closing date:** 2026-09-29T22:59:00.000Z
- **Posted:** 2026-09-16T09:48:21.232Z
- **Source information URL:** https://www.healthjobsuk.com/job/-v8294943
- **Application URL:** https://apps.trac.jobs/job-advert/8294943?ShowJobAdvert=&feedid=9002
- **Employer website:** https://www.lnwh.nhs.uk

## Job Content

### Job overview

We are seeking a highly organised and motivated individual to join the Divisional Governance Team on a 6-month secondment to lead and coordinate the management of patient complaints and concerns. The post holder will work closely with the Trust Complaints Team, clinical and operational services to ensure complaints are investigated thoroughly, responded to promptly and managed in line with national guidance and Trust policies. Key responsibilities include drafting complaint responses on behalf of the Divisional, providing expert advice and support to directorates, managing divisional correspondence, maintaining the Datix complaints module, and identifying opportunities for learning and service improvement. This is an excellent development opportunity for someone with strong communication, organisational and governance skills who is passionate about improving patient experience and quality of care.

### Main duties of the job

The post holder will be responsible for ensuring that complaints received within the Division are registered accordingly and an appropriate investigation and response is completed. This will involve liaising with patients and complainants, staff at all levels within the organisation as well as various external organisations and stakeholders. To assist in managing correspondence received and facilitate a speedy and informal resolution of low level problems and concerns raised by service users. To also assist in ensuring that complaint investigations have been thoroughly completed and answered and review and draft response letters to complainants.

### Detailed job description and main responsibilities

To view the main responsibility, please see the attached the Job Description and Person Specification.

## Person Specification

### Education

**Essential**

- Degree or equivalent qualification/experience
- Demonstrable knowledge of complaints and NHS procedures

### Skills and attributes

**Essential**

- Excellent communication and interpersonal skills, including written correspondence, negotiation, listening and stakeholder engagement
- Strong organisational and time management skills, with the ability to prioritise competing demands and meet deadlines independently.
- Ability to manage sensitive and confidential matters, demonstrating professionalism and empathy when dealing with challenging situations.
- Proficient IT skills, including Microsoft Office applications and electronic information systems.

**Desirable**

- Demonstrate an understanding of Risk and Incident investigation
- Have an understanding of the Duty of Candour process

### Knowledge and Experience

**Essential**

- Experience of complaints management and/or working in a customer service environment and knowledge of the incident reporting tabase
- Experience in analysing complaint information and enabling/recommending action to ensure issues are reported on and letter writing
- Evidence of managing workload and ability to prioritise

## Documents

- [heart values (pdf, 158.5kb)](https://www.healthjobsuk.com/documents?edoc=2615)
- [guidance for applying (pdf, 914.7kb)](https://www.healthjobsuk.com/documents?edoc=1549)
- [divisional complaints coordinator jd (pdf, 408.4kb)](https://www.healthjobsuk.com/documents?vdoc=10618020)

## Agent Notes

- This Markdown page is generated from the same Job Clerk job record as the HTML job detail page.
- Use the canonical HTML URL for user-facing references.
- Use the application URL when the user wants to apply on the source NHS site.