Job Description

As we continue to grow, we are looking for a

Patient Experience Coordinator

- a genuine people person who can confidently handle sensitive feedback and complaints, always maintaining professionalism, empathy, and fairness.

The Role

This is a key role within our service, focused on ensuring that every patient and family has the best possible experience - even when challenges arise.
You'll act as the first point of contact for complaints and feedback, managing cases from start to finish with understanding, attention to detail, and clear communication.

You'll help us turn difficult situations into opportunities for improvement and trust-building.

Key Responsibilities

Receive, log, and manage all patient complaints and feedback with empathy and professionalism. Communicate with patients and families in a calm, understanding, and solution-focused way. Investigate complaints by liaising with clinicians and admin teams to identify fair, balanced outcomes. Keep accurate and confidential records of all communications and actions taken. Provide regular updates to management on themes, outcomes, and areas for improvement. Support a culture of openness, transparency, and learning across the organisation. Ensure all processes comply with regulatory and data protection standards.

About You

We're looking for someone who truly enjoys working with people - especially in challenging situations.

You will have:

Exceptional interpersonal and communication skills. A calm, empathetic, and diplomatic approach. The confidence to handle complaints professionally and independently. Strong organisation and problem-solving abilities. Experience in complaints handling, customer service, or healthcare. A genuine passion for improving patient and family experiences.
Experience in a healthcare or regulated environment is desirable, but what matters most is your ability to connect with people, manage sensitive conversations, and resolve issues constructively.

What We Offer

Competitive salary:

26,000 - 28,000 per year

, depending on experience. Supportive and inclusive team environment. Opportunities for professional development and training. A chance to make a meaningful impact in a service that supports neurodivergent individuals and their families.
Job Type: Full-time

Pay: 26,000.00-28,000.00 per year

Work Location: In person