Complaints Officer

Salary: £35,777 to £42,090 per annum (pro rata)

Location: London / Hybrid (2 days minimum in office per week)

Hours: 35 hours per week

Contract: 3 month Fixed-term contract – starting end Sept/start Oct

Our Dental Complaints Service (DCS) is recruiting a Complaints Officer on an initial 3-month fixed term contract.

The Dental Professionals Hearings Service (the Hearings Service), conducts hearings for cases investigated and brought by the General Dental Council (GDC). Cases are adjudicated by independent committees consisting of lay and dental professional panellists.

The Hearings Service is administratively separated from the GDC.

This is an integral role in the team and you will:

• Facilitate, through the provision of information, guidance, signposting and support, the local resolution of complaints raised to the Dental Complaints Service by patients in relation to their private dental care.
• When necessary, facilitate and mediate complaints in an impartial, fair and informed manner to secure a mutually agreed outcome.
• On occasion where a separate mediator is required, work to convene and, if required and subject to availability, attend a complaints panel as the final recourse available to complainant and registrant, to secure an agreed outcome for a complaint.

Key Areas of Responsibility:

• Manage a varied and complex caseload of DCS matters, progressing complaints in accordance with departmental procedures and deadlines.
• Communicate quickly with customers of the DCS by telephone, e- mail, web form and post.
• Co-ordinate and regularly update all parties involved in looking to assist a patient and a dental professional resolve a complaint
• Organise and provide written reports on complaints for volunteer panel members and attend complaints panel meetings.
• Prioritise work independently, managing own workload and using initiative and problem-solving skills to manage competing demands.
• Develop and maintain effective working relationships with internal and external stakeholders, by providing consistent and high-quality customer service.
• Manage large quantities of sensitive information, safeguarding privacy.
• Ensure that Corporate Governance is maintained for corporate complaints, FOI/GDPR and recording and reporting of data breaches.
• Maintain accurate records and case information using the case management system to ensure the integrity of data is maintained.
• Recognising high risk/cases of a serious nature, and escalate issues where appropriate.

Person Specification:

• Experience in complaints resolution or customer service activity at an operational level and delivers a high-quality service to the satisfaction of customers which is measurable.
• Excellent verbal communication and customer service skills, including listening and negotiating skills and demonstrates empathy, tact and discretion in discussing sensitive issues and challenging situations.
• Excellent written skills with the ability to write correspondence to customers and prepare clear and concise reports.
• Organises own workload effectively with minimal need for supervision, competently handles a high volume of enquiries and varied caseload and demonstrates an ability to deliver within strict deadlines.
• Experience of maintaining accurate records, case information and other records using the case management system.

Benefits:

The GDC is committed to creating a diverse and inclusive workplace, that provides an environment that reflects our values and culture and allows employees to flourish.

To support this we offer a range of family friendly, inclusive employment policies, including flexible working arrangements from day one and employee networks that aid growth and development.

Some of our benefits include:

• 27 days holiday (plus statutory) - rising to 30 days after 2 years’ service
• Flexitime scheme
• Employer pension contributions up to 10%
• Buy/Sell annual leave
• Enhanced Maternity, Paternity and Adoption leave from 1 years’ service.
• Life assurance, income protection plan and enhanced sick leave policy
• Staff discounts including eye care contributions and discounted gym membership.

We encourage and support the recruitment, retention, and career development of people from as wide a range as possible of ethnic, cultural and social backgrounds.

How to apply:

For further details and to apply please click the apply button.

As part of your supporting statement, please answer the following questions (we would advise using STAR format to help you provide relevant information):

1. What experience do you have in complaints resolution or customer service activity that would be relevant to delivering a high-quality and measurable service to our customers?
2. Please give an example of a challenging situation when you have used verbal communication and customer service skills, to provide empathy, tact and discretion in discussing sensitive issues.
3. How have you organised your workload effectively and delivered to strict deadlines when handling a high volume of enquiries and varied caseload?
4. When have you been responsible for maintaining accurate records, case information and other records? Please include details of any systems you may have used.

Closing date: 23:59 on 7th September 2025

Important: we expect to receive a large number of applications for this role and we reserve the right to bring this campaign to a close early. We would therefore advise you to submit your application as soon as possible.

Please no agencies unless instructed otherwise