Complaints Officer

Complaints Officer

United Kingdom (Remote)

Ref: QS002

Reporting to: Complaints Lead

Remuneration: £29,000 per annum FTE - plus £1000 working from home allowance

Contract Type: Permanent/ Full time - 40hours per week

Location: Home-based/various UK meeting locations as required

Closing Date for applications: Wednesday 25th November 2026*

About Us:

Psychiatry UK is the UK’s leading provider of digital psychiatry services, working both privately and with the NHS to support children, teenagers and adults with expert, patient-centred care.

A career with Psychiatry UK allows you to expand your knowledge, enhance your skills, and gain valuable life experience—all while enjoying the flexibility of a remote full-time role. As part of a leading online mental health service, you'll collaborate with innovative, forward-thinking professionals in a dynamic, multidisciplinary team committed to making a real difference.

The Complaints Officer will manage a varied caseload of complaints from initial receipt through to resolution, ensuring a compassionate, fair and patient-focused approach throughout. They will conduct thorough and impartial investigations, liaising with internal teams and external stakeholders to establish findings, communicate outcomes and identify opportunities for service improvement.

The Complaints Officer will ensure complaints are managed in line with organisational policies, regulatory requirements and agreed timescales, maintaining accurate records and appropriately escalating any risks or safeguarding concerns. They will communicate sensitively with adults, children and young people, their families and representatives, ensuring confidentiality, transparency and a commitment to patient safety and continuous improvement.

This is a home-based role (applicants must reside in the UK), though occasional travel may be required for face-to-face meetings at various locations within the UK.

As our Complaints Officer, you will:

• Monitor internal systems for complaint management oversight, ensuring accurate record keeping

• Liaise and communicate effectively, professionally and efficiently with patients, both adults and children, their parents or representatives and internal staff/consultants, providing regular updates and ensuring transparency. Remaining clear and consistent in all communication throughout the complaints process

• Ensure the voice and experience of the child is appropriately considered within the complaints process when managing a chid or young person’s complaint

• Maintain key professional relationships with other members of staff/consultants to investigate and/or enact solutions

• Remaining conscious of a collaborative working style, whilst taking ownership of a case and able to work independently

• Supporting patients, or their representatives empathetically throughout the complaint process, ensuring a fair investigation is conducted to conclude a non-biased outcome

• Able to clearly identify risk, appropriate escalation of incidents and concerns, following procedures to mitigate risk where required

• Collate and analyse information from various sources as part of the investigation, outcome and learning process

• Able to identify systemic issues and escalate accordingly

• Write thorough ad detailed formal response letters and reports to a professionally high standard

• Participate in complaint related meetings, working with senior management on cases for discussion

To succeed as our Complaints Officer, you will be:

A highly organised, detail-oriented professional with excellent communication and interpersonal skills, capable of building positive relationships across all levels of the organisation. You will demonstrate strong investigative and problem-solving abilities, sound judgement and a compassionate, professional approach when handling sensitive matters. You will be confident producing clear, accurate written correspondence and reports, adapting your communication style to meet the needs of adults, children and young people, their families and representatives. You will work effectively both independently and collaboratively, maintaining confidentiality and professionalism throughout.

Essential Qualifications, Skills and Experience:

• Educated to NVQ Level 3 in a relevant subject, or equivalent qualification or demonstrable relevant experience.

• Experience managing complaints, preferably within healthcare, mental health, children's services or another regulated environment.

• Demonstrable experience handling sensitive and confidential information.

• Experience producing professional written correspondence, investigation findings and reports.

• Awareness of safeguarding requirements for adults, children and young people, including the identification and appropriate escalation of concerns.

• Understanding of confidentiality and Data Protection legislation, including UK GDPR.

• Knowledge or awareness of NHS complaints procedures and CQC regulatory requirements.

• Proficiency in Microsoft Office applications, including Teams, Outlook, Word, Excel and PowerPoint.

Desirable Qualifications, Skills and Experience:

• Degree or higher-level qualification in a relevant discipline.

• Experience working within private healthcare.

• Experience working in a remote environment.

• Experience leading or conducting formal complaint investigations.

• Practical experience working within CQC-regulated services.

• Knowledge of the Parliamentary and Health Service Ombudsman and relevant complaints processes.

• Understanding of parental responsibility, consent and confidentiality considerations relating to children and young people.

Psychiatry UK: Supporting You

We want you to enjoy your work while feeling healthy, happy, and appreciated. That’s why we’ve created a benefits package designed with you in mind. You’ll have access to a range of wellbeing perks, including a Health Cash Plan, Well Hub Subscription, access to an Employee Assistance Programme, Annual Volunteering Day, Enhanced Sickness and Family Leave pay, Length of Service Bonus, Work from Home allowance and Pension options.

At Psychiatry UK, we care about what matters to you.

Recruitment Process

At Psychiatry UK, we are committed to creating an inclusive and accessible recruitment process. Our process includes:

· Application

· Profile review

· Screening conversation

· Competency based interview(s)

If at any point you require any reasonable adjustments —such as additional time, assistive technology, or an alternative format for materials—please let us know. We are happy to accommodate your needs to ensure you have a fair and comfortable experience.

If this opportunity excites you, why not apply today? *We review applications as they come in and may close the advert early if we receive a high volume of interest. To ensure you don’t miss out, we encourage you to submit your application as soon as possible.