Complaints Officer

United Kingdom (Remote)

Reporting to: Complaints Manager

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

Contract Type: Permanent/Fixed Term/ 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.

We are seeking a highly motivated and detail-oriented Complaints Officer to manage a caseload of complaints across the organisation from initial receipt through to resolution. The role is patient-focused, ensuring that every complaint journey is handled with empathy, professionalism, and fairness, with clear communication and appropriate apologies where necessary. Working closely with colleagues across departments and external organisations, the Complaints Officer will investigate concerns, gather information, identify and escalate risks, and ensure timely and effective resolution. They will maintain accurate records in line with internal processes and data protection requirements, while supporting organisational learning and service improvement by identifying trends and preventing recurrence. The role requires staying up to date with relevant legislation, regulations, and policies, including Regulation 16, NHS complaints standards, Safeguarding, Data Protection, and Duty of Candour.

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 complaint management systems to ensure accurate record-keeping and oversight.

• Liaise effectively with patients, their representatives, and internal staff, providing regular updates and maintaining transparency throughout the complaints process.

• Communicate with complainants and external parties via telephone, video call, email, and other appropriate channels.

• Build and maintain professional relationships with colleagues to investigate complaints and facilitate effective resolutions.

• Adopt a collaborative working style while taking ownership of cases and working independently when required.

• Support patients empathetically throughout the complaints process, ensuring fair investigations and impartial outcomes.

• Appropriately escalate concerns in line with organisational procedures to mitigate risk.

• Gather, collate, and analyse information from multiple sources to inform investigations, outcomes, and organisational learning.

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

• Draft high-quality response letters and reports to a professional standard.

• Participate in complaint-related meetings and contribute to case discussions with senior management.

• Undertake other appropriate duties as delegated by the Manager.

• Actively participate in regular supervision with the line manager and in the PUK PDR process to maintain and develop skills in line with agreed objectives.

• Complete mandatory and role-specific training, including Information Governance, Safeguarding, and Health and Safety.

To succeed as our Complaints Officer, you will be:

• Educated to NVQ Level 3 in a relevant subject, or equivalent qualification, or with significant proven experience in a comparable role.

• Proven experience handling complaints within a dedicated complaints team, ideally within a healthcare setting.

• Demonstrable experience in managing sensitive and confidential information in line with relevant legislation.

• Experience in letter and report writing to a high professional standard

• Exceptional communication and interpersonal skills, with the ability to work effectively at all levels of the organisation.

• Strong attention to detail and accuracy in all aspects of work.

• Excellent problem-solving skills, with the ability to analyse issues and identify effective solutions.

• Ability to work collaboratively as part of a team, as well as independently when required.

• Proficient in IT systems and software including Microsoft Teams, Outlook, Word, Excel, and PowerPoint.

• Clear understanding of confidentiality requirements and the Data Protection Act.

• Awareness of NHS and Care Quality Commission (CQC) regulations.

• Awareness of the Parliamentary and Health Service Ombudsman’s role and procedures.

Desirable Qualifications, Skills and Experience:

• Experience in private healthcare industry 

• Experience in remote working 

• Experience with CQC regulations 

• Experience leading investigations 

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.