Job Description

Complaints Officer

Salary: £37,524 - £43,352 pa (including a location allowance of £4,500) pro rata

Location: London / Hybrid - 2 days in the office, 3 days working from home

Hours: Full-time

Contract: 1x fixed-term contract for 6 months (maternity cover)

About us:

We have an exciting opportunity for a Complaints Officer in our Dental Complaints Service (DCS). This is an integral role in the team where you will facilitate, through the provision of information, guidance, signposting and support, the local resolution of complaints raised to the DCS by patients in relation to their private dental care.

Our purpose is to protect the public by regulating dental professionals in the UK. All dentists, dental nurses, dental technicians, clinical dental technicians, dental hygienists, dental therapists and orthodontic therapists must be registered with us to work in the UK. The support and experience of our dedicated and highly focused teams is invaluable. This is your chance to build on your own skills and experience and make a worthwhile contribution to our work.

About the role:

- Manage a varied and complex caseload of DCS matters, progressing complaints in accordance with departmental procedures and deadlines.

- Communicate quickly with customers of the DCS by telephone, email, web form and post.

- Co-ordinate and regularly update all parties involved in assisting a patient and a dental professional to resolve a complaint.

- Organise and provide written reports on complaints for volunteer panel members and attend complaints panel meetings.

- Develop and maintain effective working relationships with internal and external stakeholders by providing consistent and high-quality customer service.

- Manage large quantities of sensitive information, safeguarding privacy and ensuring GDPR compliance at all times.

Person specification:

- Experience in complaint resolution or customer service activity at an operational level, and delivers a high-quality service to the satisfaction of customers, which is measurable.

- Excellent verbal communication and customer service skills, including listening and negotiating skills and demonstrates empathy, tact and discretion in discussing sensitive issues and challenging situations and issues with customers and colleagues.

- Excellent written skills with the ability to write correspondence to customers and prepare clear and concise reports.

- Organises own workload effectively with minimal need for supervision, competently handles a high volume of enquiries and varied caseload and demonstrates an ability to deliver within strict deadlines.

- Experience of maintaining accurate records, case information and other records using the case management system.

- Experience of working independently, autonomously and being self-motivated to be able to seek advice when appropriate and instruction when necessary.

- Competent in using MS Office suite or similar, and experience with a CRM database.

Benefits:

The GDC is committed to creating a diverse and inclusive workplace that provides an environment that reflects our values and culture and allows employees to flourish.

To support this, we offer a range of family-friendly, inclusive employment policies, including flexible working arrangements from day one and employee networks that aid growth and development.

Some of our benefits include:

- 27 days’ holiday pro-rata (plus statutory) - rising to 30 days after 2 years’ service.

- Flexi-time scheme.

- Employer pension contributions up to 10% after qualifying period.

- Buy/Sell annual leave.

- Enhanced Maternity, Paternity and Adoption leave from 1 year’s service.

- Life assurance, income protection plan and enhanced sick leave policy.

- Staff discounts, including eye care contributions and discounted gym membership.

We encourage and support the recruitment, retention, and career development of people from as wide a range as possible of ethnic, cultural and social backgrounds.

How to apply:

Please apply by clicking the apply button below.

Applications are assessed against the person specification criteria above, and you are required to provide examples of your experience using the STAR format as part of your cover letter.

- The situation and when it took place.

- Explain the task and what was the goal.

- Provide details about the action you took to attain this.

- Conclude with the result of your action.

Closing date: 23:59 on 26 July 2026.

Interviews will be held week commencing 10 August 2026.

Please note that we reserve the right to bring this recruitment campaign to an end without notice. Applications will be assessed on an ongoing basis, and we encourage all interested candidates to apply as soon as possible.

Please, no agencies unless instructed otherwise