Job Description

Your future, as a Patient Support Officer

at mydentist

A full-time and permanent role based in our Support Centre in Kearsley - M26 1GG Initially full-time based in the office, with the opportunity for hybrid working following the training period You will benefit from free onsite parking, and Kearsley train station is just a short walk away With an on-site mini market shop and casual seating space inside and outside (for the sunnier days)

Your future, with us

Working at mydentist means you'll be part of the UK's leading dental network. Here, you'll be trusted to do your best work, balancing your career around your life. We're ambitious, focusing on the big picture and transforming how we deliver dentistry. Supported by a talented and driven team, everyone is free to be themselves, where respect is a given, and we're always there for one another.

Your future, your benefits

Holidays rising to 27 days per year with service (plus bank holidays) Annual Support Centre bonus scheme Health and well-being benefits, including a virtual GP service and Employee Assistance Programme helpline, which includes free counselling sessions Access to fantastic discounts at cinemas, major retail brands, restaurants and coffee chains - simple and easy to access, making it possible to save hundreds of pounds a year Recognition schemes, including Support Centre Heroes and service awards

Your future, your role

As a Patient Support Officer, you'll be:

Playing a pivotal role in ensuring patient trust and upholding clinical governance standards across the organisation A subject matter expert in complex complaint handling Supporting our practice teams in finding a resolution to often complicated patient complaints across England, Scotland, Wales, and Northern Ireland, ensuring each case is managed with empathy, precision, and regulatory compliance Conducting comprehensive clinical investigations, often including sensitive matters, and providing expert insight to provide support Working closely with internal stakeholders and external bodies, including the Parliamentary and Health Service Ombudsman (PHSO), Integrated Care Boards (ICBs), Coroners, Police, Schools, Operational teams and Senior Leadership Analysing and interpreting complex and sometimes conflicting information to reach fair, well-reasoned conclusions Producing high-quality responses that are factual, balanced, and suitable for internal and external scrutiny Identifying learning outcomes and contributing to the development of safer, more effective clinical practices Acting as a key contact for safeguarding queries, offering guidance to colleagues across the UK Liaising with local safeguarding teams and escalating concerns appropriately in line with national legislation and best practice Supporting the integration of safeguarding principles into complaint handling and patient support processes

You will have:

Demonstrable experience in customer service, within a complaints-handling or patient-facing environment Strong verbal communication and telephone skills, with the ability to manage sensitive conversations professionally and empathetically Excellent written communication skills, with the ability to compose clear, accurate, and empathetic responses to patients and colleagues A customer-focused approach, with the ability to understand and respond to a wide range of patient and stakeholder needs. Exceptional attention to detail, with strong organisational and administrative skills. Able to manage a varied workload, meet strict deadlines, and work independently

Enjoy being part of a team that's passionate about supporting our practices and ultimately helping the nation smile.

Your future starts here

Build a fulfilling career with us, where you'll find the opportunity to develop your skills and shape your work life with a caring and inclusive team that supports one another.



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