Job summary We are looking to appoint a Complaints Coordinator who will work as part of a close knit team whilst managing their own caseload of complaints made by patients, relatives and carers who use services provided by Sheffield Teaching Hospitals NHS Foundation Trust. It is an interesting role where each day will be different. The successful candidate will liaise with patients, carers and relatives to understand their concerns and how we can work with them to resolve the issues. They will also liaise with staff across the Trust to coordinate complaint responses in accordance with Trust processes and policy, ensuring all complaints are responded to in a comprehensive, timely and professional manner. In addition to the complaints caseload, you will also support other governance and patient experience work including training to support the key focus of the department's work to improve the overall experience for people who use STH services. Main duties of the job We are looking for candidates with excellent interpersonal skills, experienced in producing and writing reports, able to manage time effectively and be confident in dealing skilfully with patients/families who may be upset, angry or bereaved. About us Sheffield Teaching Hospitals NHS Foundation Trust is one of the UK's biggest providers of integrated hospital and community-based healthcare, providing a comprehensive range of local and tertiary services to the residents of Sheffield, South Yorkshire, Mid Yorkshire and North Derbyshire and also some highly specialist services to all parts of England. We have a history of delivering high quality care, training and developing high calibre multidisciplinary health professionals, clinical excellence and innovation in medical research. We have a budget in excess of £1.2billion and deliver over 2 million patient contacts every year thanks to the support of our 18,500 staff. You will be working for an organisation which values and respects all of its staff and the community it serves. The Trust is a leader in the NHS and research sectors and provides excellent benefits for its staff. This includes commitments to professional development but also many policies to support employees in balancing their personal and professional lives. Date posted 17 March 2025 Pay scheme Agenda for change Band Band 6 Salary £37,338 to £44,962 a year pa/pro rata for part time staff Contract Permanent Working pattern Full-time Reference number 190-0003-DIR Job locations Royal Hallamshire Hospital Glossop Road Sheffield S10 2JF Job description Job responsibilities Please view the attached Job Description and Person Specification documents for full details regarding this post. When completing your application please ensure that you clearly demonstrate how you meet the role criteria. Job description Job responsibilities Please view the attached Job Description and Person Specification documents for full details regarding this post. When completing your application please ensure that you clearly demonstrate how you meet the role criteria. Person Specification Qualifications Essential Post graduate diploma or equivalent Qualification in relevant field, e.g. Communications, clinical qualification, English language, Health & Social Care, or equivalent breadth of experience and training acquired through a combination of qualifications, training and on the job experience in a relevant field. Evidence of IT short courses / demonstrable experience in Microsoft Office Packages Experience Essential Experience of working in a large, complex organisation Relevant experience of complaints handling procedures Experience of producing and writing reports Experience of customer care, complaints handling / monitoring Experience of managing a varied case load Experience in effective time management Desirable Relevant experience at senior level in a large organisation Knowledge of the NHS Complaints Regulations Skills and Knowledge Essential Excellent and effective written and verbal communication skills Confident in dealing skilfully with patients/families who may be upset or angry or bereaved Confident to use IT systems and databases Able to effectively manage competing deadlines Effectively prioritises and manages high workload Desirable Training with regards to managing Violence and Aggression Good presentation skills Evidence of showing initiative to improve systems and processes Personal Qualities Essential Reflective, shares good practice and learning Well organised and methodical worker Able to develop excellent working relationships Person Specification Qualifications Essential Post graduate diploma or equivalent Qualification in relevant field, e.g. Communications, clinical qualification, English language, Health & Social Care, or equivalent breadth of experience and training acquired through a combination of qualifications, training and on the job experience in a relevant field. Evidence of IT short courses / demonstrable experience in Microsoft Office Packages Experience Essential Experience of working in a large, complex organisation Relevant experience of complaints handling procedures Experience of producing and writing reports Experience of customer care, complaints handling / monitoring Experience of managing a varied case load Experience in effective time management Desirable Relevant experience at senior level in a large organisation Knowledge of the NHS Complaints Regulations Skills and Knowledge Essential Excellent and effective written and verbal communication skills Confident in dealing skilfully with patients/families who may be upset or angry or bereaved Confident to use IT systems and databases Able to effectively manage competing deadlines Effectively prioritises and manages high workload Desirable Training with regards to managing Violence and Aggression Good presentation skills Evidence of showing initiative to improve systems and processes Personal Qualities Essential Reflective, shares good practice and learning Well organised and methodical worker Able to develop excellent working relationships Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name Sheffield Teaching Hospitals NHS Foundation Trust Address Royal Hallamshire Hospital Glossop Road Sheffield S10 2JF Employer's website https://www.sth.nhs.uk (Opens in a new tab)