Complaints Investigator

Complaints Investigator: (Company Name - Subscribers only)

An exciting opportunity has arisen for an experienced and motivated Complaints Investigator/Coordinator to join the Patient Complaints and Feedback Team at Doncaster and Bassetlaw Teaching Hospitals (Company Name - Subscribers only) Foundation Trust.

Working closely with clinical and operational teams across the Trust, you will lead the investigation of patient complaints, ensuring concerns are managed fairly, thoroughly and in line with (Company Name - Subscribers only) Complaints Regulations, Trust policies and the Parliamentary and Health Service Ombudsman Principles of Good Complaint Handling.

You will independently manage a caseload of complex and sensitive complaints, gathering and analysing evidence, undertaking investigations, identifying learning opportunities and preparing high-quality reports and responses on behalf of the Chief Executive. The role requires excellent communication skills and the ability to build positive relationships with patients, families and multidisciplinary teams.

As a key member of the Patient Experience team, you will support a culture of openness, learning and continuous improvement by translating feedback and complaint outcomes into meaningful service improvements that enhance patient safety and experience.

This role would suit an individual with strong investigative skills, experience of complaints handling or governance, excellent report-writing abilities and the confidence to work autonomously while influencing and supporting teams across the organisation

Main duties of the job

The Complaints Investigator will manage a caseload of patient complaints and concerns, ensuring investigations are conducted thoroughly, sensitively and in line with (Company Name - Subscribers only) Complaints Regulations, Trust policies and national guidance.

Key responsibilities include investigating complex complaints, gathering and analysing evidence, reviewing records, identifying learning and preparing high-quality response reports. The post holder will liaise with patients, families and staff to ensure concerns are understood and addressed effectively.

Working with clinical and corporate teams, the role will support timely complaint resolution, identify themes and trends, promote learning from feedback and contribute to service improvements. The post holder will provide advice on complaints handling, support cases escalated to external bodies, maintain accurate records and contribute to performance reporting.

Key Skills and Experience Required

The successful candidate will have excellent communication, investigation and report-writing skills, with the ability to analyse information and manage sensitive situations professionally. Experience of complaints handling, investigations, governance or patient experience is desirable. Candidates should be organised, analytical, able to prioritise workloads, work independently and build effective relationships with patients, clinicians and managers. A commitment to patient-centred care and continuous improvement is essential.

About us

DBTH is one of Yorkshire’s Leading acute trusts, serving a population of more than 440,000. Our services are based over three main hospital sites and several additional services employing over 7,000 colleagues.

At DBTH we have a comprehensive framework of behaviours that guide us in our daily working lives, these form the DBTH Way. We pride ourselves on our commitment to the values of We Care and now the DBTH Way builds upon these foundations, providing further clarity on what it means to embody these values in our everyday interactions.

As an organisation that supports flexible working, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.

As an equal opportunities employer, we encourage applicants from all sectors of the community, particularly from under-represented groups including those with disabilities, members of our ethnic minorities and LGBTQ+ communities.

We offer a range of benefits to support our people including:o Extensive range of learning opportunitieso (Company Name - Subscribers only) Pension Schemeo Generous holiday entitlement in line with Terms & Conditionso Comprehensive health and wellbeing supporto (Company Name - Subscribers only) Car Lease schemes and a range of salary sacrifice schemeo Discounts on restaurants, getaways, shopping and finance through external providers.

Details

Date posted

17 September 2026

Pay scheme

Agenda for change

Band

Band 6

Salary

£39,959 to £48,117 a year Pro rata per annum

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

272-8275868

Job locations

Doncaster and Bassetlaw Hospitals

Doncaster

DN2 5LT

United Kingdom

Job description

Job responsibilities

Please see attached to the advert a job description and person specification for further details. Please ensure you read this document carefully.Please note, if your application is successful you will be required to present original certificates of qualifications that are listed in the person specification under essential.

Certificate of sponsorship

For individuals who may require sponsorship under the skilled worker or health & care visa route please use the link below to check your eligibility. Check if you need a UK visa – GOV.UK

Please note that from 9th April2025, band 2 & 3 entry roles are no longer eligible for sponsorship. Job description

Job responsibilities

Please see attached to the advert a job description and person specification for further details. Please ensure you read this document carefully.Please note, if your application is successful you will be required to present original certificates of qualifications that are listed in the person specification under essential.

Certificate of sponsorship

For individuals who may require sponsorship under the skilled worker or health & care visa route please use the link below to check your eligibility. Check if you need a UK visa – GOV.UK

Please note that from 9th April2025, band 2 & 3 entry roles are no longer eligible for sponsorship.

Person Specification

Knowledge & Experience

Essential

• Significant experience of complaint handling and investigation.
• Experience of managing a complex caseload.
• Experience of undertaking investigations and producing detailed reports.
• Experience of analysing complex information from multiple sources.
• Experience of writing executive-level correspondence.
• Experience of working with senior clinicians and managers.
• Knowledge of (Company Name - Subscribers only) Complaints Regulations.
• Knowledge of PHSO Principles of Good Complaint Handling.
• Understanding of Root Cause Analysis methodologies.
• Understanding of governance, risk and patient safety processes.

Desirable

• Experience investigating Serious Incidents.
• Experience within an (Company Name - Subscribers only) governance environment.
• Experience of complaint management systems including Datix.
• Knowledge of Duty of Candour requirements.
• Knowledge of safeguarding processes.

Qualifications & Training

Essential

• Degree level qualification or equivalent knowledge and experience.
• Evidence of continuing professional development.
• Educated to GCSE English and Maths (or equivalent).

Desirable

• Clinical qualification.
• Governance, investigation or quality improvement qualification.
• Leadership or management qualification.
• Root Cause Analysis training.

Personal Attributes & Skills

Essential

• Excellent written communication skills.
• Ability to draft complex reports and executive correspondence.
• Advanced investigation skills,
• Ability to challenge constructively and professionally.
• Strong negotiation and influencing skills.
• Ability to manage competing priorities
• High levels of emotional resilience
• Ability to analyse and interpret complex information
• Ability to work independently and make decisions.
• Strong organisational and Influencing skills
• Excellent interpersonal and stakeholder management skills.

Demonstrate Our We Care Values and the DBTH Way

Essential

• Kind, Inclusive, Person-centred, Empowering, Accountable, Collaborative, Attentive Listening, Integrity and Honesty, Courage and Positivity.

Person Specification

Knowledge & Experience

Essential

• Significant experience of complaint handling and investigation.
• Experience of managing a complex caseload.
• Experience of undertaking investigations and producing detailed reports.
• Experience of analysing complex information from multiple sources.
• Experience of writing executive-level correspondence.
• Experience of working with senior clinicians and managers.
• Knowledge of (Company Name - Subscribers only) Complaints Regulations.
• Knowledge of PHSO Principles of Good Complaint Handling.
• Understanding of Root Cause Analysis methodologies.
• Understanding of governance, risk and patient safety processes.

Desirable

• Experience investigating Serious Incidents.
• Experience within an (Company Name - Subscribers only) governance environment.
• Experience of complaint management systems including Datix.
• Knowledge of Duty of Candour requirements.
• Knowledge of safeguarding processes.

Qualifications & Training

Essential

• Degree level qualification or equivalent knowledge and experience.
• Evidence of continuing professional development.
• Educated to GCSE English and Maths (or equivalent).

Desirable

• Clinical qualification.
• Governance, investigation or quality improvement qualification.
• Leadership or management qualification.
• Root Cause Analysis training.

Personal Attributes & Skills

Essential

• Excellent written communication skills.
• Ability to draft complex reports and executive correspondence.
• Advanced investigation skills,
• Ability to challenge constructively and professionally.
• Strong negotiation and influencing skills.
• Ability to manage competing priorities
• High levels of emotional resilience
• Ability to analyse and interpret complex information
• Ability to work independently and make decisions.
• Strong organisational and Influencing skills
• Excellent interpersonal and stakeholder management skills.

Demonstrate Our We Care Values and the DBTH Way

Essential

• Kind, Inclusive, Person-centred, Empowering, Accountable, Collaborative, Attentive Listening, Integrity and Honesty, Courage and Positivity.