gesh Complaints Support Officer (ESTH) | St George's University Hospitals NHS Foundation Trust

The purpose of the role is to provide high quality and efficient administrative support to theComplaintsor PALS team.

The main duties of the role are

• provide administrative support to the managers and department, includingscanning,photocopyingand distributingcorrespondence
• Draft letters, documents, agendas and taking minutes of departmentalmeetingsasrequired
• Open,sort,distributeand,whereappropriate,dealwithincomingpostonadailybasis.
• Manage calls received to ensure they are passed to the relevant person to deal with ortaking action or a message as appropriate. This may include dealing with distressed orangrycallers.
• Maintain and update systems already in place to record and enable progress ofcomplaints or enquiries to be accurately monitored by updating tracking sheets anddatabasesonadaily basis.
• UsetheDatixmodulestosupport thework ofthe ComplaintsandPALSteam.
• Co-ordinate arrangements and papers for the departments meetings and provideadministrativesupporttothisand othermeetingsasnecessary.
• AcknowledgelettersofthanksandforwarddonationsontotheCharity.

St George’s, Epsom and St Helier University Hospitals and Health Group cares for a population of four million people in South West London and North East Surrey. Our sites include St George’s Hospital, one of 11 major trauma centres in the UK and the largest healthcare provider and major teaching hospital in the area; St Helier Hospital, home to the South West Thames Renal and Transplantation Unit and Queen Mary's Hospital for Children; and Epsom Hospital, home to the South West London Elective Orthopaedic Centre (SWLEOC).

After years of collaboration, our two Trusts became a hospitals group in 2021. While remaining as two separate Trusts, being a hospitals group will help us to collaborate more closely on research, and the development, education, and training of our 17,000-strong workforce.

· TosupporttheComplaintsorPALSteaminmovingforwardandachievingtheTrustscorporate objectives.

· Buildandmaintaingoodrelationshipswithclinicalandnon-clinicalstaffintheclinicalservicesand corporatedepartments.

· Ensure systems are in place to communicate key issues identified by Complaints orPALS torelatedfunctionswithintheTrust.

***Please note that this advert may close early if a large volume of applications are received***

This advert closes on Tuesday 19 May 2026

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