Job Description

Complaints Case Handler

Responsibilities:

Independently manage a caseload of complaints and dissatisfactions, including triaging, early resolution, and escalation where necessary, ensuring compliance with NHS & ICSAS complaint handling standards.
Lead or support all investigations into complaints (for stage 1’s), gathering and verifying relevant information, and producing clear, factual reports that support resolution and learning.
Act as a point of contact for complainants, families, staff, and external bodies, ensuring timely, sensitive, and informative communication throughout the complaint lifecycle.
Maintain and contribute to the development of complaints and dissatisfactions policies and procedures, ensuring alignment wit h NHS regulations & ICSAS guidance, legal frameworks, and best practice guidance.
Provide guidance to patients and families on independent complaints and dissatisfactions advocacy services and facilitate resolution through mediation and constructive dialogue.

Requirements:

Experience of managing a case load of complaints within a healthcare or public sector environment, ideally within mental health or social care services
Proven ability to handle complex and sensitive complaints independently and empathetically
Strong understanding of NHS complaints procedures and national guidance (e.g., NHS Complaints Regulations, Parliamentary and Health Service Ombudsman principles)
Familiarity with best practice in complaint resolution, including early resolution, mediation, and escalation protocols
Awareness of how complaints impact patient experience and service quality

Complaints Handler

Job Description