Complaints Administrator

Complaints Administrator Rate: £17.09 per hour (Umbrella)

Location:

Reading, Berkshire Working Pattern:
Hybrid, with attendance in the Reading office once per week (non negotiable) An NHS organisation is seeking a Complaints Administrator to join its Public and Patient Experience team. This is an excellent opportunity for an experienced administrator or customer service professional to support the management of patient complaints and concerns within a busy healthcare environment. As the first point of contact for the team, you will act as the "front door" for incoming enquiries, providing a professional and responsive service via telephone and email while ensuring complaints are handled efficiently and in line with procedures.

Key Responsibilities Act as the first point of contact for complaints and enquiries received by telephone and email. Log all complaint-related activity accurately on the Blueteq system. Acknowledge all new complaints within three working days using established templates. Ensure patient consent is obtained before progressing complaints. Escalate cases to senior team members once consent has been received. Close cases appropriately where consent is not obtained.

Maintain accurate records and ensure all communications are documented. Support the wider complaints team with general administrative duties. Attend the Reading office once per week to process and scan incoming post. Candidate Profile The successful candidate will have:
Previous experience within NHS complaints, patient experience, healthcare administration, or a customer service environment. Excellent communication skills and confidence dealing with the public via email and telephone. Strong organisational skills and attention to detail. Experience managing sensitive or confidential information. Good IT skills and the ability to work with case management systems and Microsoft Office applications. The ability to work independently while contributing to a supportive team environment.

This role would particularly suit candidates with experience in NHS complaints handling, patient services, customer relations, financial services customer support, or other administrative roles involving sensitive case management.