Band 3 - Complaint Administrator, Complaints

Provide administrative support to the complaints team in line with NHS complaints regulations and local policy. Log new complaints, enquiries, and concerns onto the complaints management system (Datix) accurately and in a timely manner. Act as a point of contact for complainants, providing updates and handling queries sensitively and professionally. Acknowledge complaints and ensure correspondence is sent within required timescales (3 working days). Manage incoming telephone calls and emails, responding to queries where appropriate and directing calls to the relevant team or individual. Maintain and update complaint records, ensuring all documentation is complete, accurate, and securely stored. Support team with complaint triaging process.