Job Description

Contract type:

Fixed term/secondment for 12months.

We are looking for a dynamic, enthusiastic person who is committed to improving the quality of service we deliver. As a Concerns & Complaints Officer, your role is to provide a high standard of customer service and support in delivering a responsive and accessible PALS and complaints service for our service users.

The successful candidate will be a strong team player, well organised with a proven ability to identify critical issues with regards to concern and complaints as well as have an empathetic manner. Direct experience of NHS complaints handling is essential. An understanding and experience of working with cancer patients will also be an advantage.

The Trust is located on two sites and although this post is based at Chelsea, we are looking to appoint an individual who is willing to work across both sites as necessary. Hybrid and flexible working options are available.

For further information please contact Louise Knight, Complaints, PALS, Bereavement & Patient Information Manager via louise.knight@rmh.nhs.uk or on 0207 811 8186

The post holder will:

Proactively work as part of a team, handling concerns and complaints locally from receipt to resolution within specified timeframes Liaise with complainants Ensure complaints are fully investigated and responded to and, where necessary, draft/redraft response letters Update and analyse the database (Datix) to identify trends and issues Provide regular, detailed qualitative and quantitative reports Liaise with staff at all levels within the Trust, and with external groups Take a major role in training Trust staff on dealing with concerns and complaints Liaise with the office of the Parliamentary and Health Service Ombudsman (PHSO) Assist in the processes that ensure the department and the Trust achieve statutory standards such as Care Quality Commission.

The Royal Marsden NHS Foundation Trust is a world-leading cancer centre. Our role is to offer our patients the best cancer care available anywhere in the world, and to continue to make a global contribution to finding better ways of diagnosing and treating cancer. We employ over 4,500 staff in a diverse range of careers including nursing, medical, science, radiography, pharmacy, occupational therapy, finance and administrative services. We have two hospitals - one in Chelsea, London, and one in Sutton, Surrey - as well as a Medical Daycare Unit in Kingston Hospital.



At The Royal Marsden, we deal with cancer every day, so we understand how valuable life is. When people entrust their lives to us, they have the right to demand the very best. That's why the pursuit of excellence lies at the heart of everything we do.



At the heart of the hospital is our dedicated team. We offer a stimulating and dynamic working environment, a wide range of staff benefits, learning and development opportunities and clear career pathways. There are opportunities to work flexibly across a range of areas and specialities and we welcome flexible working requests from point of hire to support employees work life balance. We are looking for employees who aspire to excellence, share our values and can play a crucial role in our on-going achievements.



For further information on this role, please see the attached detailed 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