Synnovis
Complaints & Service Improvement Coordinator
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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.
Role Overview
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.
Key Responsibilities
- Coordinate and support the investigation of complaints relating to Synnovis services across NHS Trusts, Primary Care, and third party customers.
- 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.
- 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.
- 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.
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Personal Attributes
- Highly organised and solution-focused.
- Able to manage multiple cases and priorities while maintaining accuracy, empathy, and attention to detail.
- Thrives in a fast-paced environment, enjoys problem-solving, and is motivated by seeing investigation and insight lead to practical, measurable improvements.
About Synnovis
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.
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What Sets Synnovis Apart
- The scale and complexity of the services we deliver.
- A strong focus on learning, improvement, and patient experience.
- Complaints and feedback are actively used to improve services, influence decision-making, and strengthen quality and governance.
Development and Learning
- A suite of learning opportunities available through The ACCE competencies programme, enabling you to reach your potential, learn new skills, and achieve your goals.
- 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.
Application Information
For further details or informal visits, contact:
- Name: Henry Ofodidon
- Job Title: Customer Service Team Manager
- Email Address: henry.ofodidon@synnovis.co.uk
You can apply for finance to drive innovation and service development for the benefit of patients through our Innovation Accelerator Fund.
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