Job Title: Complaints Officer

Department: Clinical Governance

Hours: 37.5 Monday to Friday

Contract: Permanent

Salary: £37,452 - £47.279

We are looking for an experienced Complaints Officer to join our Clinical Governance team at The London Clinic. This is a key role, central to how we respond to patient concerns and continuously improve our services.

You will play an important part in delivering a high quality, responsive complaints service, ensuring every concern is handled with care, professionalism, and good attention to detail. This role would suit someone who is organised, comfortable managing complex complaints in a healthcare setting, confident engaging with patients, families, and senior stakeholders, and motivated by improving patient experience.

About Us

Established in 1932, The London Clinic is one of the UK's largest independent charitable hospitals, based in the heart of central London, just moments from Harley Street. We operate across 8 closely connected sites, with our main hospital offering 234 beds, 10 operating theatres including a hybrid theatre, and a wide range of specialist services.

We are known for delivering high quality, patient centred care across complex medical and surgical specialties. Alongside our clinical excellence, patient experience, safety, and continuous improvement remain a clear priority across the organisation.

This role sits within our Clinical Governance function, working closely with the Patient Experience team. Complaints and feedback are a vital part of how we learn and improve. As a Complaints Officer, you will be at the centre of this, ensuring concerns are managed professionally, fairly, and with empathy, while helping to drive meaningful improvements across the hospital.

The Role

You will take ownership of a caseload of complaints from receipt through to resolution, ensuring each case is managed in line with regulatory standards and internal processes. Working closely with clinical and non-clinical teams, you will carry out thorough investigations, produce clear and well-structured responses, and identify opportunities to strengthen services.

This is a varied and fast paced role that requires resilience, sound judgement, and the ability to handle sensitive situations with confidence and professionalism

Key Responsibilities:

• Manage complex complaints end to end to deliver timely and fair resolutions
• Investigate concerns thoroughly to establish facts and support informed outcomes
• Produce clear, high quality written responses to ensure professional and transparent communication
• Apply regulatory standards to ensure complaints are handled compliantly and consistently
• Advise and support managers to strengthen complaints handling across the hospital
• Keep complainants informed to maintain trust and confidence throughout the process
• Analyse complaint trends to identify risks and drive service improvements
• Deliver clear reporting to support senior decision making
• Support patient feedback initiatives to strengthen patient voice and experience
• Contribute to governance forums to embed learning and continuous improvement
• Work in an organised way with good attention to detail to ensure accuracy across all documentation and case management

About You:

• Experience managing complaints within healthcare
• Strong understanding of complaints processes and regulatory frameworks
• Excellent written and verbal communication skills
• Confident handling complex and sensitive situations
• Highly organised with strong attention to detail
• Able to analyse information and produce clear, structured reports
• Resilient, empathetic, and patient focused in your approach
• Organised with good attention to detail.

Desirable experience includes working within independent healthcare, using Datix, and exposure to quality improvement or patient safety initiatives.

Benefits

We offer a range of benefits including flexible working and great career opportunities. Our core benefits are:

• Private Medical Insurance
• Contributory pension scheme (total contribution up to 20%)
• 25 days holiday plus bank holidays
• Life assurance
• Travel season ticket loan
• Family friendly benefits
• A range of retail discounts
• Excellent career development; with clear career pathways and access to further education.

We are committed to safeguarding and protecting all adults at risk, children and young people by implementing robust safer recruitment practices during our selection process. Pre-employment checks are undertaken in accordance with industry standards and regulations, and successful

applicants may be required to undertake an Enhanced Disclosure via the Disclosure and Barring Service (DBS). If you would like further information about our safer recruitment policy then please contact a member of our recruitment team.

The London Clinic is proud of its diverse workforce and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We absolutely welcome applicants from underrepresented groups; if you think you have the skills and experience for the job, please apply - we would love to hear from you regardless of your background.