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University Hospitals Coventry and Warwickshire NHS Trust

About

University Hospitals Coventry and Warwickshire (UHCW) NHS Trust, rated as good by the Care Quality Commission, is one of the largest teaching Trusts in the UK.

We are extremely proud of our skilled employees across our hospital sites in Coventry and Rugby, with high quality patient care positioned at the heart of everything we do.

Boasting some of the most modern facilities in Western Europe, the Trust is renowned for being at the forefront of research and innovation as part of its blossoming reputation as a national and international leader in healthcare.

We provide general acute hospital services to approximately 500,000 people from Coventry and Rugby and specialist hospital services to over one million people from Coventry, Warwickshire and beyond. The Trust has a revenue budget of approximately £473 million, we employ over 10,000 staff, manage 1,380 beds and 32 operating theatres.

The Trust is made up of the following hospitals:
University Hospital Coventry
Hospital of St Cross – Rugby

Contact

Address: University Hospital Coventry; Clifford Bridge Road; Walsgrave; Coventry; West Midlands; CV2 2DX
Contact Number: 02476 96 9192

Find out more

Jobs Website

Open

Ref: 218-AC-B6-8194645 Vacancy ID: 8194645

Complaints Co-ordinator

Accepting applications until: 09-Aug-2026 23:59

Vacancy status: Open

Accepting applications until: 09-Aug-2026 23:59

Location

Gwefan: University Hospitals Coventry and Warwickshire
Cyfeiriad: Clifford Bridge Road
Tref: Coventry
Cod post: CV2 2DX
Major / Minor Region: Warwickshire

Contract type & working pattern

Contract

Fixed term: 12 months (Secondment will be considered for internal candidates – If you are successful after interview, you must obtain approval from your current line manager to accept the offer.)

Oriau

Full time
Compressed hours

37.5 hours per week

Salary

Cyflog: £39,959 - £48,117 per annum
Cyfnod cyflog: Yearly
Gradd: (NHS AfC: Band 6)

Specialty

Prif leoliad: Quality

Swydd-ddisgrifiad a phrif gyfrifoldebau manwl

Manage and coordinate complaints received within the Trust, making decisions on the way correspondence received should be processed in line with the NHS Complaints Procedure and adhering to statutory requirements.
Be responsible for triaging the severity of complaints post investigation, in accordance with trust policies and procedures.
Respond to verbal and written complaints, document the concerns and resolve the issues through to conclusion by investigation and response to the complaint, or liaise with an appropriate senior clinician/manager for resolution and response depending upon the nature and complexity of the complaint.
Be responsible for ensuring that all types of complaints are appropriately, promptly and accurately registered on Datix to ensure accurate up to-date information is available at all times
Making decisions on the need to obtain consent/proof of identity for complaints from third parties in accordance with the NHS complaint Regulations, Data Protection Act, Access to Deceased Records Act and the Mental Capacity Act. Make decisions to release information on complaints under the Data Protection Act taking into account the other relevant legislation.
Quality check all complaint responses on behalf of the Chief Executive. Ensuring that all responses are in appropriate format, style, language and demonstrate a thorough investigation has been undertaken and lessons learned.
Advise, direct and support Trust personnel when undertaking investigation on the requirements for documentation to ensure standards are met in line with NHS Complaints Procedure and local policies and procedures.
Coordinate the investigation process and liaise with the investigator’s for cases undergoing review by the CQC or Ombudsman.
Assist and facilitate further investigation to manage the resolution of complaints where complainants remain dissatisfied.
Provide line management, advice, guidance and support for the Complaint Officers when handing complaints.
Produce reports and summaries from Datix as required for Trust Board, Committees and other forums.
In conjunction with the Head of Patient Relations and Complaints Administration Specialist ensure patient complaints both formal and informal are recorded and monitored.
Work with wards/departments to ensure that action plans are developed to reduce the risk of complaint findings reoccurring.
Liaise with Speciality Groups to develop systems and processes for learning from complaints ensuring they are implemented and accurately record and monitor changes as a result of complaints.
Coordinate and participate in complaints training and provide advice on issues relating to complaints.
Identify potential and actual risks through complaints and brining this to the attention of the Head of Patient Relations liaising with the appropriate personnel to reduce the risk of similar occurrence.
Participate in and be a role model for the maintenance of Datix.
Participate in local and regional complaints meetings when required.
Participate as a panel member on a number of quality inspections.
Identify and follow up complaints in relation to learning from complaints through requesting and monitoring of action plans.
Analyse data, information and trends on complaints and present to a wide-ranging audience.
Carry out appraisals to ensure staffs personal development.
Identify training needs and arrange appropriate training and advice as necessary.
Any other duties appropriate to the post as required by the Head of Patient Relations.
Cover for the Head of Patient Relations in her/his absence.

For further details please see the attached job description.

To ensure that we provide world-class patient care, UHCW recruits people that can demonstrate the Trust’s Values and Behaviours in their everyday life. Therefore, if you are invited to interview, you will be undertaking a Values Based Interview/Assessment, which explores not only what you do but how and why you do it.
Before applying, we encourage you to review the Trust’s Values and Behaviours which can be accessed on the right side of this page under the job description.
The Supporting Information Section in your application should therefore reflect your understanding of the Trust’s Values and associated Behaviours. You will be expected to provide us with examples from work experience and/or personal life which demonstrate these values through your behaviour.

The Trust is committed to Equal Opportunities within the workplace. All vacancies will be considered for Job Share unless otherwise stated. All applicants who have a disability and who meet the minimum criteria for the job will be interviewed. Where a post has an overwhelming response, this Trust may use random selection in order to reduce numbers to interview, any disabled applicants will automatically be guaranteed an interview and will be exempt from this process.

In submitting an application form, you authorise University Hospital Coventry & Warwickshire NHS Trust to confirm from your previous or current NHS employer and other prior employers; previous NHS service details and personal data held about you, including Occupational Health data (inoculations and screening tests). This data will be transferred using NHS Electronic Staff Record and third-party systems via an automated process and only used for the purposes of obtaining and maintaining accurate employment records, should you be appointed to the post.

UHCW NHS Trust, by virtue of its Green Plan, is committed to ensuring that the way we provide services minimises the impact on the environment and the future health of the public e.g. zero waste to landfill, reducing our carbon footprint and increasing our recycling and reuse percentages.

If you are successful at interview you will receive a conditional offer of employment and we’ll ask you for information so that we can carry out pre-employment checks. You must successfully complete all pre-employment checks to progress to a final unconditional offer.

We must confirm the identity of our staff and their right to work in the United Kingdom. We will ask you to submit proof of your identity and right to work documents via a secure digital platform approved by the Home Office, named TrustID. Alternatively, you may be asked to attend our office with original documents.

Depending on you level of exposure with patients you may be required to undertake a Standard or Enhanced DBS. The cost of this check will be charged to you and will be deducted from your salary over the first 3 months of employment at the current rate.

All correspondence will be sent by email; please check your account regularly including your Junk/SPAM folders

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Person specification

Qualifications

Meini prawf hanfodol

• Degree or equivalent level of experience working within a Complaints or similar Department. • Experience of healthcare complaints management.

Meini prawf dymunol

• Post graduate qualification or complaints handling training.

Experience

Meini prawf hanfodol

• Influence departmental practice to support Trust policy and service development • Handle highly complex complaints, using own judgment when reviewing information which can sometimes be conflicting • Liaise with external bodies i.e. Parliamentary Health Services, Ombudsman CQC and ICB • Contribute to the effective and efficient handling of cross agency complaints in accordance with locally agreed protocols.

Meini prawf dymunol

• Customer service experience and basic knowledge of medical terminology • Previous health care experience • Administration work in an environment providing healthcare or customer care • Awareness of current health service issues • Self-,motivated and consistently looks to improve what they do, by using successful tried and tested ways of working and also on their own innovation

Knowledge

Meini prawf hanfodol

• Significant experience of compliance and adhering to national and local policies and procedures • Knowledge of the NHS Complaints Procedure • Experience of working in a challenging environment, dealing with a wide range of sensitive and contentious issues and, within an organisation under public and political scrutiny • Experience of liaising with executive level and senior management staff • Experience of formulating letter and reports to a very high standard • Excellent knowledge of Microsoft Office (Word, Excel, PowerPoint)

Meini prawf dymunol

• Knowledge of NHS organisational structures and processes • Awareness of Information Governance, Freedom of Information & Data Protection Act • Strong presentational, training and coaching skills directed at all level of staff

Skills

Meini prawf hanfodol

• Understanding of patient confidentiality and ability to manage highly sensitive and contentious information, in accordance with national and Trust policy. • Experience of building strong relationships with multi-disciplinary teams. • Make a connection between job role and the benefit to patients and the public. • High level of planning and organisational skills • Excellent time management skills with the ability to re-prioritise due to working under pressure and demanding time scales of NHS Complaints Procedure. • Monitor progress of investigations in accordance with national and local timescales • Provide and receive highly complex sensitive and contentious information • Ability to empathise when communicating silicate and often contentious information to complainants in a highly emotive situation • Ability to facilitate complaint meetings if requited • Excellent influencing and conflict management skills, both verbally and face to face • Strong interpersonal skills and non-judgemental when required to support staff and mangers involved in the Complaints Process • Excellent attention to detail and ability to analyse often highly complex information which is sufficient to give advice and support, requiring periods of intense concentration • Ability to work on own initiative, problem solve and respond to sudden unexpected demands

Commitment to Trust Values and Behaviours

Meini prawf hanfodol

• Must be able to demonstrate behaviours consistent with the Trust’s values. (As detailed in UHCW’s Values in Action document below) • Applicants applying for job roles with managerial responsibility will be required to demonstrate evidence of promoting equal opportunities through work experience