Senior Complaints Officer

Job Advert Skip to main content Cookies on NHS Jobs We've put some small files called cookies on your device to help us make improvements to our site. To improve our site we'd also like to use cookies which will send information to Google Analytics. You can read more about our cookies before you choose. Accept analytics cookies Do not accept analytics cookies Jobs Menu Sign in Create an account English Cymraeg Menu Close menu Search Sign in Create an account Display in Welsh (Cymraeg) Search Sign in Create an account Display in Welsh (Cymraeg) BETA Your feedback will help us to improve this service. Lewisham and Greenwich NHS Trust Senior Complaints Officer The closing date is 27 October 2026 Apply for this job Job summary The post holder is accountable to the Associate Director of Quality and Governance but report to the Concerns and Complaints Manager. The post holder will respond to compliments, concerns and complaints relating to services offered by Lewisham and Greenwich NHS Trust. The post holder will ensure that the most complex/high profile complaint case are managed in a sensitive and timely manner through close working with clinical and non-clinical staff across the Trust. This will include complaints that have exceeded initial timescales Main duties of the job The post holder will ensure statutory and organisational requirements are met, that complaints are investigated thoroughly and impartiality and that all complainants receive a full, high quality and timely response in accordance with the Department of Health's key principles of complaints handling. Listening Responding Improving About us Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations: Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development Widening access (anchor institution) and employability Improving the experience of staff with disability Improving the EDI literacy and confidence of trust staff through training and development Making equalities mainstream Details Date posted 13 October 2026 Pay scheme Agenda for change Band Band 6 Salary £39,959 to £48,117 a year per annum plus HCAS Contract Permanent Working pattern Full-time, Flexible working Reference number 197-RF8795-A Job locations Queen Elizabeth Hospital Stadium Road Woolwich SE18 4QH United Kingdom Job description Job responsibilities Complaints provide a vital insight about peoples experiences and how these services can be improved. Complainants must be informed of service improvements that have been made a result of their complaint and the Trust must learn from its complaints. The post holder will also provide day to day advice, expertise and guidance for the concerns and complaints teams acting as a point of contact for the team to deal workflow issues. The post holder will escalate issues or concerns to the Concerns and Complaints Manager. Key Result Areas & Performance: Take on a caseload of complaints including complex complaints and complaints that have exceeded the initially prescribed time in which the Trust expected to have resolved them. Work as part of the central complaints team, alongside specific clinical groups, and in liaison with complainants, advocates and staff at all levels within the Trust. Provide expert advice and guidance on regulation and casework issues to the concerns and complaints team. Co-ordinate responses to the most complex complaints received by the Trust and, in doing so, ensuring that each comp