Job Description

£25 per hour (Umbrella) 3-Month Contract Hybrid (London-based)

Start Date: ASAP

Are you an experienced Complaints Officer with a passion for improving patient experience? A London Integrated Care Board (ICB) is seeking a skilled professional to join its team on a 3-month interim basis, supporting the effective handling and resolution of complaints across local health services.

Please only apply for this role if you have previous experience working within Complaints in the NHS, your application will unfortunately not be considered otherwise.

As a Complaints Officer, you'll play a key role in ensuring that patient concerns are managed with compassion, transparency, and efficiency. You'll investigate complaints, coordinate responses with providers and clinical teams, and support learning and service improvement.

This is an opportunity to make a direct impact on the quality of care delivered across London.

• Managing a caseload of NHS complaints from first contact to final response
• Conducting investigations and gathering information from internal and external stakeholders
• Drafting high-quality, empathetic written responses
• Liaising with clinicians, governance teams, and partner organisations
• Identifying themes and supporting organisational learning
• Maintaining accurate records and ensuring compliance with NHS regulations

• Strong experience in complaints handling within the NHS
• Excellent written and verbal communication skills
• Ability to work with sensitive, complex information with professionalism and empathy
• Organised, detail-focused, and confident managing deadlines
• Familiarity with NHS Complaints Regulations is highly desirable
• Experience within an ICB/ICS/CCG environment is an advantage