NHS Grampian
LW245830 - Complaints and Feedback Officer
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LW245830 - Complaints and Feedback Officer
NHS Scotland – Complaints & Feedback Officer
About the Role
NHS Scotland is committed to encouraging equality and diversity among its workforce. The aim is to foster a representative, inclusive workforce where everyone feels respected and can perform at their best.
Location: Hybrid (Summerfield House, NHS Grampian)
NHS Grampian’s Complaints and Feedback Team seeks a motivated, organised, and empathetic professional with strong interpersonal skills to join as a Complaints & Feedback Officer. Key requirements include:
- Meticulous attention to detail
- Exceptional communication and interpersonal skills
- Strong organisational skills and IT proficiencies
- Ability to prioritise, multitask, and problem-solve in a fast-paced environment
The role ensures complaints are managed in alignment with NHS Grampian’s policies, procedures, and statutory regulations. Duties include:
- Regular public engagement to discuss and derive lessons from complaints and feedback.
- Handling challenging and emotionally sensitive conversations via telephone or face-to-face.
- Supporting and managing team staff while collaborating with professionals across the organisation.
- Mantaining accurate records, identifying trends, and producing reports using databases and internal systems.
This opportunity aligns with our continuous improvement strategy, focusing on clinical governance, risk management, adverse events, complaints, and regulatory compliance.
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Hours: 22.5 per week
Key Responsibilities
- Ensure compliance with NHS Scotland’s policies, procedures, and legal requirements.
- Engage constructively with the public to address and learn from complaints and feedback.
- Manage and support team members while fostering collaborative, transparent, and compassionate responses.
- Monitor trends in complaints via reporting and database systems.
- Support broader clinical governance, risk management, and compliance initiatives across NHS Grampian.
Requirements
- Interpersonal and communication skills suited to high-stress, emotionally demanding interactions.
- Familiarity with NHS regulations and recording systems essential.
- Adaptability and crisis management abilities in fast-moving environments.
- Try to participate (or prospect of achieving these skills) in roles with client-based, complaint-handling, or policy compliance experience.
Working Environment
Hybrid-based, with remote options coinciding with office needs in Summerfield House, NHS Grampian.
NHS Grampian serves over 500,000 people across Aberdeen, Aberdeenshire, and Moray, embedding its priorities within a compassionate, values-driven culture.
Equality and Accessibility
NHS Grampian is an inclusive employer. Candidates requiring adjustments during the recruitment process should inform the recruitment team via gram.recruitment@nhs.scot.
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Interviews will initially include in-person elements. Arrangements for disabled candidates or valid extenuating circumstances will be considered for full equality in participation.
Application Process
- Apply via Jobtrain (avoid CV uploads; they are not considered).
- Closes on specified time (or early if volume supports it).
- Supporting Statement for reviews (should avoid AI templates; only add specific skills).
General advice:
- Use Google Chrome or Microsoft Edge for a smoother Jobtrain experience.
- Confirm accuracy of contact details (especially email address) and residency information.
- Be alert for supporting emails (including junk folder/contract-related submissions).
Accessibility Statement: Link available
For technical support during Jobtrain submission: Jobtrain Candidate Support Hub
Note: Should this post operate within Aberdeen City Low Emission Zone, the applicant must cover associated vehicle costs (if applicable). If you’re an NHS Grampian staff member, update your Jobtrain profile to highlight current employment status.
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