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Complaints Handler - NHS Digital

  • Location:

    Leeds, West Yorkshire

  • Sector:

    Admin & Secretarial

  • Job type:


  • Salary:

    Up to £11.53 per hour

  • Contact:

    Leeds CL

  • Contact email:

    [email protected]

  • Job ref:


  • Published:

    15 days ago

  • Expiry date:


Job Description

Job Description

Role: Complaints Handler - NHS Digital

Salary: £11.53 per hour

Hours: Full time, 37.5 hours per week Monday-Friday 9am-5pm

Location: Home working initially then Hybrid working introduced. The office is located in Leeds City Centre.

Duration: Temporary contract for 6 months, with possibility to be reviewed for extension and opportunities to apply for permanent positions within the NHS

Target Start Date: 23rd May 2022 as we appreciate possible notice periods

Training and Induction period may last 2 - 4 weeks. If you have required significant time off, please make us aware at the interview stage.

Role Overview:

  • Day to day management of new complaints received by NHS Digital, from members of the public through to healthcare practitioners, all with varying extents of complexity and sensitivity requirements
  • You will be required to receive, record, and resolve complaints, which may involve the investigation, case management and subsequent escalation to relevant business process owners.
  • Triaging complaints via written methods and liaising with back-office teams to find the most suitable and timely response within SLA obligations
  • Broader exposure to the NHS Digital business through the supporting of various functions or service delivery owners when providing responses to complaints
  • The role would be perfect for an inquisitive mind, and a passion for the delivery of outstanding customer outcomes, all within a fast paced and adaptable work environment

What we are looking for:

  • Strong communication and customer service skills
  • Outstanding emotional intelligence, soft skills (both verbal and written), and an ability to manage sensitive situations appropriately
  • A natural learner who takes control of their own development in a supportive environment
  • Can work within existing processes and procedures where some adaptive or creative thinking is occasionally required
  • Excellent communication skills - ability to write your own literate responses, being conscious of tone, grammar and spelling.
  • Excellent attention to detail and problem-solving skills - with the ability to identify what a complaint is asking, identify key information within the complaint, ensure all points raised are responded too via case management, research, and investigation to resolve the complaint.
  • Must have genuine interest and concern for customer complaints and work with commitment and dedication towards finding solutions.
  • Excellent teamwork skills - our people are our greatest asset!
  • Able to manage own workload
  • This is not a scripted contact centre; agents will be expected to use their initiative and research skills to resolve a complaint


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