Senior Complaints Officer

We have an exciting opportunity for a Senior Complaints Officer to join our Clinical Governance team. This role is a based in our Head Office in Central London (NW1 4LJ), with a hybrid working model. We are also offering a competitive salary of £42,757 - £52,248 per annum plus a fantastic array of benefits.

Established in 1932, The London Clinic is one of the UK's largest private hospitals, with 8 state-of-the-art facilities located in the heart of London's medical community around Harley Street. We have circa 1350 employees, and we are dedicated to providing our patients with expert, individualised treatment and care. We cover a comprehensive range of services, including complex medical and surgical procedures plus a range of cancer services. The London Clinic has a supportive and warm working culture where your contribution is valued, and you can help us deliver our three core values of "We go further", "We work as one" and "We personalise care."

Job Profile

We are looking for an experienced and empathetic Senior Complaints Officer to lead the management of complaints and patient experience across the clinic. Reporting to the Head of Clinical Governance, you will play a pivotal role in ensuring that concerns are addressed with professionalism, sensitivity, and a focus on learning and improvement.

This is an ideal opportunity for a skilled complaint professional - especially those with NHS experience - who is passionate about patient advocacy, service quality, and continuous improvement.

• Job Type: This is a full-time, permanent position working 37.5 hours per week.
• Department: Clinical Governance
• Salary: £42,757 - £52,248 (Depending on experience)
• Working Pattern: Monday to Friday. Hybrid - 3 days onsite, 2 days remote
• Location: 1 Park Square West, London, NW1 4LJ (Baker Street and Regents Park stations)

• Benefits package:
  Contributory pension scheme (total annual contribution up to 20%).
  Private Medical Healthcare.
  33 day's annual leave (Inclusive of bank holidays).
  Season ticket travel loan, family friendly benefits, and a wide range of discounts with a variety of retailers/services, plus much more.
  We also offer excellent career development; with clear career pathways and access to further education.

Key Duties

• Lead the end-to-end complaints process, ensuring timely, fair, and thorough resolution of patient concerns.

• Oversee complex or sensitive complaints, including conducting investigations and chairing meetings with patients and families.

• Support the implementation of The London Clinic's Patient Experience and Complaints Strategy in line with national guidance and regulatory requirements.

• Guide and coach clinical and non-clinical teams on effective complaints handling, service recovery, and learning from feedback.

• Produce detailed reports and trend analyses using Datix or similar systems to identify themes and drive improvements.

• Ensure compliance with ISCAS, PHSO, and CQC frameworks and standards.

• Represent the organisation in governance forums and external reviews where complaints and patient experience are discussed.

Skills & Experience

Essential:

• Experience in complaints management within a healthcare setting (NHS or independent).

• In-depth knowledge of ISCAS, PHSO, and national complaints frameworks.

• Excellent communication and interpersonal skills, with the ability to handle sensitive situations and difficult conversations with empathy and professionalism.

• Strong investigative and report-writing abilities.

• Familiarity with complaints systems such as Datix and the ability to analyse feedback data.

• A collaborative mindset and the ability to work autonomously.

Desirable:

• Experience in independent/private healthcare.

• PSIRF training or involvement in patient safety investigations.

• Knowledge of quality improvement tools and methodologies (e.g. QSIR).

• Relevant postgraduate qualification in patient safety, governance, or healthcare leadership.
  

The Ideal Candidate

We are looking for a candidate who embodies both professionalism and empathy. You will be confident managing challenging situations while remaining calm, solution-focused, and respectful. The ideal person will bring:

• Significant experience in healthcare complaints, ideally within the NHS or a regulated healthcare environment.

• A strong understanding of relevant frameworks such as ISCAS, PHSO, and CQC requirements.

• Emotional intelligence and excellent communication skills-able to navigate sensitive conversations with patients, families, and staff alike.

• Confidence in leading investigations, compiling detailed reports, and making evidence-based recommendations.

• A natural collaborator who is comfortable working with senior stakeholders, yet also autonomous and self-directed.

• A commitment to patient advocacy, openness, and continuous service improvement.

The London Clinic has charitable status which is fundamental to our identity and how we operate, enabling our teams to invest in treatments, technology and facilities that benefit our patients, staff and the wider community.

We are committed to safeguarding and protecting all adults at risk, children and young people by implementing robust safer recruitment practices during our selection process. Pre-employment checks are undertaken in accordance with industry standards and regulations, and successful applicants may be required to undertake an Enhanced Disclosure via the Disclosure and Barring Service (DBS). If you would like further information about our safer recruitment policy then please contact a member of our recruitment team.

The London Clinic is proud of its diverse workforce and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We absolutely welcome applicants from underrepresented groups; if you think you have the skills and experience for the job, please apply - we would love to hear from you regardless of your background.