Job overview
We are seeking to recruit a Complaints Caseworker who has the right set of values to join our team.
If you have sensitivity and empathy, can demonstrate excellent interpersonal skills and are a critical thinker with an aptitude for problem solving, this role would be ideal for you.
The post holder is an integral member of the Patient Experience Team, aiming to resolve complaints in accordance with the NHS complaints regulations. This includes identifying opportunities where complaints can be resolved quickly and to the satisfaction of the complainant, as well as using appropriate methodology to carry out thorough investigations and write detailed response letters.
You will carry a caseload of complaints, from the first point of contact with the complainant. The role involves building strong relationships with the people who use our service as well as liaising with and supporting managers and staff to address questions and concerns. We are continually learning and improving, striving to create a complaint handling service that reflects national best practice and to use every complaint as an opportunity to better understand and improve the quality of our services.
If you would like to know more, we look forward to hearing from you.
Base Location: Poole and Royal Bournemouth Hospitals
Interview: August 27th
Main duties of the job
To understand the role in more detail please read the full job description and person specification documents which are attached to this advert.
Detailed job description and main responsibilities
To understand the role in more detail please read the full job description and person specification documents which are attached to this advert
Person specification
Experience
Essential
- Working in a frontline health or social care service and/or customer care service
- Experience of communicating with the public in a way that is courteous and shows compassion
Desirable
- Experience working in NHS hospital environment
- Evidence of working in a customer service role
Qualifications
Essential
- NVQ Level 4 in related subject or equivalent level of experience and knowledge
- Degree in a related subject or studying for
Desirable
- Customer care training
- Complaint investigation training
Personal qualities
Essential
- Ability to respond positively to change
- Reliable can-do attitude
- Ability to manage distressing communications
Technical Skills Competencies
Essential
- Excellent interpersonal skills, competent to deal calmly and professionally with patients, relatives and work colleagues in a confidential and sensitive manner.
- Excellent organisational and time management skills, taking responsibility to meet deadlines.
- Excellent attention to detail
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Applying for this NHS job
This advert is for PALS & Complaint Caseworker with University Hospitals Dorset NHS Foundation Trust in Poole, South West, England. It is listed as a Band 5 role. The advertised salary is £32,073 - £39,043 pa/pro rata. The contract type is Fixed term: 9 months (Temporary, maternity cover). The application deadline is 05 Aug 2026.
Before you apply, compare the job description with the person specification and mirror the employer's essential criteria in your supporting information. Use the vacancy title, employer, location, salary, contract type, closing date and posted date (21 Jul 2026) to decide whether this role fits your current NHS job search. If the employer can close applications early, prepare the application before the stated deadline rather than waiting for the final day.
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