Job Description

We are seeking a detail-oriented and proactive Governance and Complaints Assistant to join our team. This role is key in supporting the governance framework and ensuring that complaints are managed effectively, in line with company policies and procedures. You will work closely with the Managing Partner and assist in maintaining high standards of service delivery.
This is a part-time position, working Monday, Wednesday, and Friday, for six hours per day. The work pattern can be agreed with the successful candidate.
Main duties of the job
The Governance and Complaints Assistant plays a key role in supporting the smooth operation of the practice with a particular focus on patient feedback and complaints handling.
The successful candidate will act as the first point of contact for patient complaints they will be responsible for investigating concerns, liaising with relevant staff, and ensuring that responses are timely, professional, and in line with policy.
This role requires strong organisational, written, and verbal communication skills, along with a high level of discretion and professionalism.
About us
Jorvik Gillygate Practice are a forward thinking, innovative and driven organisation who recognise that the quality of care we provide is only as good as the quality of the people that work at our practice.
We are committed to providing each other with an open friendly and supportive environment where all staff are comfortable sharing ideas and who can expect to be provided with all the tools and support, they need to enjoy working and succeeding at Jorvik Gillygate.
Details
Date posted
22 August 2025
Pay scheme
Other
Salary
Depending on experience
Contract
Permanent
Working pattern
Part-time
Reference number
A3630-25-0013
Job locations
Woolpack House
The Stonebow
York
North Yorkshire
YO1 7NP
East Parade Medical Practice
89 East Parade
York
YO317YD
South Bank Medical Centre
175 Bishopthorpe Road
York
YO231PD
Job description
Job responsibilities
Assist in logging, tracking, and categorising complaints through the company's complaints management system.
Contact patientsdirectly to acknowledge complaints, gather additional information, and provide updates on the resolution process
Liaise with relevant departments to ensure complaints are addressed and resolved promptly.
Ensure that complaints are handled in compliance with company policies and relevant regulatory requirements.
Prepare and maintain reports related to complaint trends, resolutions, and patient feedback.
Help coordinate significant event meetings and record minutes.
Governance Support:
Assist in the preparation and maintenance of governance documentation, including policies and procedures.
Support the team to be up to date with training ensuring compliance with internal governance frameworks and external regulations.
Help coordinate governance meetings and record minutes.
General Administrative Support:
Provide administrative support with Governance and Complaints, including scheduling meetings, organising documentation, and maintaining filing systems.
Assist in the creation of presentations and reports related to complaints and governance matters. Job description
Job responsibilities
Assist in logging, tracking, and categorising complaints through the company's complaints management system.
Contact patientsdirectly to acknowledge complaints, gather additional information, and provide updates on the resolution process
Liaise with relevant departments to ensure complaints are addressed and resolved promptly.
Ensure that complaints are handled in compliance with company policies and relevant regulatory requirements.
Prepare and maintain reports related to complaint trends, resolutions, and patient feedback.
Help coordinate significant event meetings and record minutes.
Governance Support:
Assist in the preparation and maintenance of governance documentation, including policies and procedures.
Support the team to be up to date with training ensuring compliance with internal governance frameworks and external regulations.
Help coordinate governance meetings and record minutes.
General Administrative Support:
Provide administrative support with Governance and Complaints, including scheduling meetings, organising documentation, and maintaining filing systems.
Assist in the creation of presentations and reports related to complaints and governance matters.
Person Specification
Experience
Essential

• Skills & Experience Previous experience in an administrative role, ideally within governance or complaints handling (or a similar environment). Strong organisational skills and attention to detail.
• Ability to manage sensitive information with discretion.
• Excellent written and verbal communication skills.
• Ability to work independently and as part of a team.
• Strong problem-solving skills and ability to remain calm under pressure.
• A proactive approach to managing tasks and ensuring deadlines are met.

• Familiarity with complaints management.
• Knowledge of relevant regulations or industry standards related to governance and complaints.

• Skills & Experience Previous experience in an administrative role, ideally within governance or complaints handling (or a similar environment). Strong organisational skills and attention to detail.
• Ability to manage sensitive information with discretion.
• Excellent written and verbal communication skills.
• Ability to work independently and as part of a team.
• Strong problem-solving skills and ability to remain calm under pressure.
• A proactive approach to managing tasks and ensuring deadlines are met.

• Familiarity with complaints management.
• Knowledge of relevant regulations or industry standards related to governance and complaints.