Complaints & Service Improvement Coordinator

Job overview

Synnovis is looking for a Complaints & Service Improvement Coordinator to join our Customer Services and Logistics Department.

You will join a multidisciplinary team of around 24 professionals, bringing together a wide range of experience and expertise. Working closely with laboratories, clinical teams, NHS Trust partners, and third party customers

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The Complaints & Service Improvement Coordinator plays a key role in supporting the effective operation of the Customer Services Department, with a balanced focus on complaint handling, insight, and continuous improvement. This role supports how Synnovis listens to patients and customers, investigates concerns, and uses feedback to strengthen services and prevent issues from recurring.

You will be highly organised and solution focused, able to manage multiple cases and priorities while maintaining accuracy, empathy, and attention to detail. Working within the complaints pathway, you will coordinate and support the investigation of complaints relating to Synnovis services across NHS Trusts, Primary Care, and third party customers.

You will work closely with clinical, laboratory, operational, and corporate teams to ensure responses are timely, evidence based, compliant, and recorded accurately using CRM systems such as ServiceNow.
Beyond individual case resolution, you will play an active role in service improvement. You will analyse complaints and feedback data to identify trends, systemic issues, and emerging risks, maintain accurate SharePoint records, and support the development of compliance dashboards and reporting. You will contribute to corrective and preventive actions and wider service improvement initiatives, helping to translate learning from complaints into strengthened processes, improved communication, and better customer experience across the department.

This is a collaborative role, well suited to someone who thrives in a fast paced environment, enjoys problem solving, and is motivated by seeing investigation and insight lead to practical, measurable improvements. For the right candidate, it offers the opportunity to develop strong investigation, stakeholder management, and service improvement skills while making a meaningful impact on patient and customer experience.

Working for our organisation

Synnovis is a scientific organisation with a clear clinical purpose, delivering high quality pathology and diagnostic services in partnership with leading NHS Trusts, including Guy’s & St Thomas’, King’s College Hospital, and Princess Royal University Hospital. As part of SYNLAB Group, Europe’s leading laboratory diagnostics provider, Synnovis supports care for millions of patients across South East London and beyond.

What sets Synnovis apart is the scale and complexity of the services we deliver, combined with a strong focus on learning, improvement, and patient experience. Here, complaints and feedback are not treated as administrative tasks; they are actively used to improve services, influence decision making, and strengthen quality and governance. This gives employees a real opportunity to see how their work drives meaningful change.

You will join a diverse and supportive Customer Services and Logistics team, working closely with laboratories, clinical services, and NHS partners. Unlike smaller organisations, Synnovis offers exposure to a wide range of services, stakeholders, and cases, helping you build valuable experience that is transferable across healthcare and other regulated environments.

We offer a professional yet welcoming environment, with clear support for development through The ACCE Competencies Programme, enabling both personal and career growth. Synnovis is committed to equality, diversity, and inclusion, and to creating a workplace where people feel valued, supported, and empowered to make a genuine difference.

Your development and learning 

You will have a suite of learning opportunities available through The ACCE competencies programme, which is used across Synnovis to enable you to reach your potential, learn new skills and achieve your goals.  
This is managed between you and your line manager in line with your own personal and professional development ambitions.
You can apply for finance to drive innovation and service development for the benefit of patients through our Innovation Accelerator Fund.