Concerns and Complaints Facilitator
Lewisham and Greenwich NHS TrustLondon
Overview
This is a NHS role (permanent) with Lewisham and Greenwich NHS Trust based in London. The advertised salary is £28,392 to £31,157. Applications close on 29 October 2026. GovJobs has indexed this vacancy from its official source — use the apply button to view the full advert and apply directly.
Job description
The post holder is accountable to the Associate Director of Quality and Governance but reports to the Concerns and Complaints Officer. The post holder...
The post holder will be responsible for managing and responding to compliments and concerns (also referred to as the Patient Advice and Liaison Service (PALS)) relating to services provided by Lewisham and Greenwich NHS Trust. They will ensure that all cases are handled in a timely, sensitive and empathetic manner, working collaboratively with clinical and non-clinical colleagues across the Trust to facilitate effective resolution.
The post holder will ensure that all concerns and complaints are managed in a manner that reflects the organisation's commitment to the delivery of high-quality care and to continuous learning from patient and carer feedback. They will provide appropriate guidance and support to patients, carers and staff throughout the process, and will ensure full compliance with all relevant regulatory, statutory and organisational requirements.
Concern and Complaint Process: Efficiently complete the administrative and central management processes of concerns and complaints received, to support the timely and effective resolution. Be the first point of call for anyone wishing to raise a concern or make a complaint. Work closely with patients and carers of the service, understanding their concerns, desired outcomes and discussing and agreeing options and timescales for resolution. Provide high quality and high-level support and advice to Trust staff on the handling of concerns. Ensure all concerns and complaints are logged in the Trusts Local Risk Management system, Ulysses, ensuring attention to detail and high standards of documentation.
Communication: Implement clear and concise communication techniques, ensuring a patient-centred approach in all interactions. Facilitate transparent communication between patients, families, and healthcare staff, fostering an environment of trust and openness Ensure that patients, their relatives, and carers have access to information about the concerns and complaints processes.
Patient Advocacy and Support: Advocate on behalf of patients and families within the trust to ensure their concerns are appropriately addressed. Provide emotional support and guidance to patients and families navigating healthcare processes, fostering a compassionate and empathetic environment.
Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:
- Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
- Widening access (anchor institution) and employability
- Improving the experience of staff with disability
- Improving the EDI literacy and confidence of trust staff through training and development
- Making equalities mainstream
Essential: - NVQ level 4/Vocational qualification level 4 or equivalent experience; - GCSE (or equivalent qualification) at grade C or above in English
Desirable: - A-level English; - European Computer Driving License (ECDL) or equivalent; - Training/certifications in customer service/patient advocacy
Essential: - Experience of working within the NHS or in a similar customer facing environment; - Experience of handling distressing situations; - Experience of working with all levels of staff; - Significant Administrative experience; - Experience of providing support and information to patients or the public
Desirable: - Experience of working within a PALS/complaints or customer service role
Essential: - Knowledge of the NHS PALS and complaints procedures; - Excellent communication skills, both verbal and written, with and empathetic and person-centred approach; - Experience of using Microsoft Word, Powerpoint and Excel; - Ability to analyse problems and identify solutions; - Excellent organisational skills with the ability to manage and prioritise multiple tasks; - Ability to analyse data and trends, providing insight
Essential: - Ability to deal with angry or distressed people; - Ability to work autonomously and in a team
How this role compares
We hold 1,237 NHS vacancies in London that publish a salary, and their median advertised starting figure is £46,149. This role pays less than about 91% of them.
There are 13,012 NHS roles open across the UK on GovJobs right now, 1,697 of them in London.
You have 8 days left to apply. NHS adverts we hold typically run for around 46 days, so this is a shorter window than usual.
Lewisham and Greenwich NHS Trust has 40 other vacancies open on GovJobs, with a breakdown of what they pay and the kinds of roles they recruit for.
These figures are calculated from the vacancies GovJobs currently holds, not from official pay statistics. They are a guide to the market, not a valuation of this post.
How to apply
GovJobs does not take applications or send your details to the employer. Use the apply button to open the official Nhs Jobs advert, then check the employer's instructions, attachments, person specification and closing time before applying.
This listing was last checked on 21 Oct 2026, 06:09. If the official advert has changed or closed, report it and we will review the listing.
Why this listing is on GovJobs
GovJobs indexes public-sector vacancies from official sources, normalises the title, employer, location, salary and deadline, and links back to the source so you can verify the advert yourself.
The source for this role is Nhs Jobs. Applications stay on the official employer or source website, not on GovJobs.