Job summary
- Main area
- Complaints
- Grade
- Band 5
- Contract
- 10 months (maternity leave cover- fixed term)
- Hours
- Full time - 37.5 hours per week
- Job ref
- 200-NN-7805905-A&C-Z
- Employer
- St George's University Hospitals NHS Foundation Trust
- Employer type
- NHS
- Site
- St Georges Hospital Site
- Town
- Tooting
- Salary
- £38,488 - £46,852 pa
- Salary period
- Yearly
- Closing
- 06/05/2026 23:59
Employer heading
GESH Complaints Officer (SGH)
Band 5
Job overview
An exciting opportunity has arisen to join the gesh Complaints Team of one of the country's largest acute NHS teaching trusts. St George’s University Hospitals NHS Foundation Trust has recently restructured its Complaints and PALS functions and is seeking to recruit a gesh Complaints Co-ordinator for St Georges Hospital
Main duties of the job
- Triaging and registering complaints on the Datix database system
- Actively listening to and supporting complainants, providing advice and information about the Trust’s formal complaints procedure, and providing emotional support where necessary
- Undertaking an initial assessment of complaints to understand the key issues and concerns
- Ensuring complaints are acknowledged in writing within three working days, and sending them out promptly to the correct care groups for investigation
- Liaising with general managers, clinicians and matrons to ensure that a thorough and comprehensive investigation is carried out that is proportionate the complaint, and that a subsequent action plan is developed to ensure service improvement
- Taking information from investigation reports, as delegated by the Complaints Caseworkers, and using it to produce draft complaints responses that are robust and transparent and tailored to the individual complainant
- Providing support to the Complaints Caseworkers.
Working for our organisation
The majority of our 9,000 staff work at St George’s Hospital, based in Tooting, south London.
We have 995 beds at St George’s, with 871 for general and acute services, 67 for maternity and 57 for critical care, although the latter increased during 2020 as a result of the Covid-19 pandemic.
Since the opening of the original St George’s Hospital on Hyde Park Corner in 1733, we have built an international reputation for quality of care, education, research and medical advances.
We share our hospital site in Tooting with St George's, University of London, and together we train future generations of the NHS workforce.
St George’s Hospital is one of four major trauma centres for London, and home to hyper acute stroke and heart attack centres. We operate one of London’s four helipads, which means we treat some of the most unwell and severely injured patients from across the south of England.
Detailed job description and main responsibilities
*****Please see the attached supporting document which contains more information about the role*****
Person specification
Education & Qualifications
Essential criteria
- • Numerate and literate to degree level standard or equivalent.
Desirable criteria
- • Clinical/ IT qualification
- • Minute-taking course
Experience
Essential criteria
- • Previous experience of complaints management in an NHS patient or customer relations role.
- • Experience of running complaints meetings independently
- • Experience communicating with senior divisional nurses and staff members via phone, in person and e-mail
Desirable criteria
- • Experience of advocacy, conciliation or mediation
Skills and Knowledge
Essential criteria
- • Excellent communication skills including the ability to communicate complex or sensitive information to complainants
- • Demonstrate knowledge and understanding of the difference between PALS and complaints
- • Negotiation and influencing skills Good organisational skills, including high level of accuracy and ability to work to tight deadlines
- • Ability to liaise effectively with staff and the public at all levels and to deal with difficult situations calmly and confidently
- • Experience of high-level administration
- • Pro-active problem solving and the use of organisational skills
- • Good working knowledge and experience of databases, spreadsheet and word processing computer applications
- • Experience working with Datix including logging and updating
- • Committee minute taking, report writing and telephone skills
- • To be able to deal efficiently and appropriately, in person, in writing and on the telephone, with a range of people.
- • Knowledge of the NHS complaints process
Desirable criteria
- • Presentation and teaching skills
- • Awareness of the issues facing the NHS at the present time and an understanding of current governance issues in the NHS regarding complaints handling
Equality and Diversity
Essential criteria
- • Able to demonstrate a commitment and understanding of the importance of treating all individuals with dignity and respect appropriate to their individual needs
Planning and Organisation skills
Essential criteria
- • Good stress management skills and able to work in a highly pressurised environment.
- • Awareness of need for discretion, sensitivity and high levels of confidentiality
- • Ability to organise own work effectively and to be able to work as part of a team in a collaborative and supportive fashion.
Employer certification / accreditation badges
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Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Application numbers
Documents to download
Further details / informal visits contact
- Name
- Elyscia Eowell
- Job title
- Complaints and PALS Manager
- Email address
- [email protected]
- Telephone number
- 07405996441
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