Incidents Handler

United Kingdom (Remote)

Reporting to: Complaints Manager

Remuneration: £26,000 - plus £1000 working from home allowance

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

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

Closing Date for applications: Friday 29th August*

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 Incident Handler is responsible for managing incidents from initial report to resolution, ensuring accurate documentation, effective investigation, and timely follow-up. Working closely with internal teams, external stakeholders, patients, and families, the role ensures safety concerns are addressed, risks are identified, and lessons are learned to improve service delivery. The post holder will prepare reports, maintain records, and stay up to date with relevant legislation, safeguarding requirements, and incident reporting frameworks.

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 Incident Handler you will:

• Monitor internal systems for incident oversight, assignment, and management, ensuring accurate and up-to-date record keeping.

• Review and screen incoming incidents based on category and harm level, applying appropriate escalation procedures to mitigate risk.

• Collate information from multiple sources and participate in incident investigations.

• Promote and support training on incident reporting processes across Psychiatry-UK.

• Manage and prioritise own workload effectively, responding flexibly to changing priorities.

• Prepare letters, reports, presentations, data set slides, and other documents to a high professional standard.

• Prioritise all incoming correspondence and distribute as appropriate.

• Act as a point of contact for the team, responding effectively and passing on relevant information in a timely manner.

• Develop and maintain an effective, accurate, and secure electronic filing system that is accessible to other team members.

• Participate in incident-related meetings, preparing agendas, recording detailed minutes, and typing up group discussions and interviews as required.

• Work with senior management on cases for discussion and follow up on agreed actions.

• Carry out other delegated duties as required by the Manager.

• Engage in regular supervision with the line manager and participate in the Psychiatry-UK PDR process to maintain and develop personal skills.

• Attend relevant online and mandatory training, including Information Governance, Safeguarding, and Health & Safety.

To succeed as our Incident Handler, you will be:

• NVQ Level 3 qualified (or equivalent) with proven healthcare administration experience

• Exceptional communication and interpersonal skills across all organisational levels

• Strong attention to detail and problem-solving abilities

• Experienced in incident handling and administration in healthcare settings

• Skilled in managing sensitive and confidential information (GDPR/Data Protection compliant)

• Proficient in Teams, Outlook, Word, Excel, and PowerPoint

• Knowledge of NHS, CQC regulations, and PSIRF reporting

• Collaborative team player with excellent organisational skills

Desirable Qualifications, Skills and Experience:

• Experience in private healthcare industry

• Experience in remote working

• Degree in relevant qualification

• Experience with CQC regulation

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. Please feel free to reach out to us at recruitment@psychiatry-uk.com to discuss any adjustments that would support you.

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.