Job vacancy: Concerns & Complaints Officer, The Royal Marsden NHS Foundation Trust, Chelsea

Job summary

Main area: Administration
Grade: NHS AfC: Band 6
Contract: 12 months (Fixed term: 12 months)
Hours: Full time - 37.5 hours per week
Job ref: 282-OD709

Employer: The Royal Marsden NHS Foundation Trust
Employer type: NHS
Site: The Royal Marsden Chelsea
Town: Chelsea
Salary: £46,419 - £55,046 Per Annum
Salary period: Yearly
Closing: 18/08/2025 23:59

Concerns & Complaints Officer

NHS AfC: Band 6

Detailed job description and main responsibilities

For further information on this role, please see the attached detailed Job Description and Person Specification

• Handling and processing of concerns and complaints, including complex cases
• Taking a written note of concerns and complaints received by telephone
• Dealing with complainants in a polite, sympathetic and empathetic way, giving reassurances that all enquiries will be handled in confidence
• Handling and dealing with contentious issues that may arise from handling some complaints
• Use own judgement to handle conflicting information that may arise during complaints investigation meetings
• Monitoring and ensuring the timely progress of concerns and complaints
• Ensuring all complaint responses are sent within set timeframes including and providing ‘holding’/agreeing extensions, where appropriate

Person specification

Skills

Essential criteria

Thorough knowledge and understanding of complaints investigation, confidentiality and consent procedures in the context of clinical governance in the NHS
Ability to communicate complex and/or contentious information clearly

Education

Essential criteria

Educated to degree level or equivalent

Desirable criteria

An understanding of the NHS policy/modernization agenda
Knowledge of cancer services
Healthcare and/or relevant professional qualification
Communication skills training

Experience

Essential criteria

Demonstrable experience of working in a clinical or other pressurised service delivery environment
Experience of producing written material (including response letters, reports and presentations) to a high standard
Demonstrable experience of handling NHS complaints

Desirable criteria

Experience of working at a corporate level in a similar organisation
Working experience of clinical risk management or governance
Experience of chairing meetings and taking minutes
An understanding of Patient Safety and Risk Management systems

The Royal Marsden values diversity and is committed to the recruitment and retention of underrepresented minority groups. We particularly welcome applications from Black, Asian and minority ethnic candidates, LGBTQ+ candidates and candidates with disabilities.

As a Disability Confident Employer, we are working to create a workplace that enables all staff to reach their full potential. We are committed to this because we know that greater diversity and inclusion will lead to an even greater positive impact for the people we serve.

Due to the high volumes of applications we receive, we reserve the right to close any adverts before the published closing date once we have received a sufficient number of applications. We advise you to submit your application as early as possible to prevent disappointment.

All applicants will be contacted by email to the address supplied on your application. Applicants are advised to check their email accounts regularly and to ensure that email filters are set to allow our emails.

Flu Vaccination – What We Expect of our Staff

At The Royal Marsden we have an immune compromised patient population who we must protect as much as we can against the flu virus. Each year, seasonal flu affects thousands of people in the UK. Occurring mainly in winter, it is an infectious respiratory disease capable of producing symptoms ranging from those similar to a common cold, through to very severe or even fatal disease.

The wellbeing of our staff and patients is of the upmost importance to us, and it is the expectation of The Royal Marsden that all patient-facing staff have an annual flu vaccination, provided free of charge by the Trust.