Complaints and Governance Officer

Job Description:

Complaints and Governance Officer

Contract Type: Permanent

Location: Cromwell Hospital, London SW5 0TU

Salary: Up to £36,000 + fantastic benefits

Hours: Full Time, 37.5 hours per week

Closing Date: 24th August 2025 at 11:59pm

We make health happen

Are you passionate about delivering exceptional patient experiences and driving service improvement? Do you thrive in a role where empathy, resilience, and problem-solving come together to create meaningful change? If so, we would love to hear from you.

We are seeking a Complaints and Governance Officer to be a key part of our dedicated complaints team, supporting our mission to deliver world-class care that is expertly tailored to the needs of every individual.

What You Will Do:

As the main interface for individuals wishing to make a formal complaint, you will exercise excellent listening skills, empathy, and firmness, knowing when to escalate situations appropriately.

You will:

• Resolve patient concerns quickly and effectively, negotiating practical and appropriate solutions.
• Listen, understand, and analyse problems presented by patients, their representatives, the public, and staff-distinguishing between issues that can be resolved immediately and those requiring further investigation.
• Prioritise and manage competing demands with high levels of concentration, given the unpredictable nature of the work.
• Take a proactive approach to quality improvement, ensuring emerging issues are addressed with a customer-focused and inclusive mindset.
• Liaise with services to ensure timely completion of actions arising from complaint recommendations.
• Maintain comprehensive records on Datix, including complaint logging, subjects, recommendations, outcomes, and learning.
• Keep complainants informed at every stage of their complaint journey, especially when changes or delays occur.
• Coordinate meetings between complainants and services, chairing or taking notes as required.
• Collaborate across all levels of staff to ensure complaints are handled swiftly and effectively.
• Stay up to date with ISCAS code and CQC standards and guidance to ensure best practice.

We are looking for someone who is:

Experienced in customer-facing complaints management, ideally within a healthcare setting.

A confident and effective communicator, able to handle sensitive conversations with professionalism.

Educated to a good standard of secondary education.

Skilled in using IT packages, including MS Office and Power BI.

Familiar with risk management systems such as RL DATIX or equivalent.

Capable of preparing clear and insightful data reports.

Benefits

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health - from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

Joining Bupa in this role you will receive the following benefits and more:

• Payment of Professional Registration fees (if applicable)
• Equivalent to 25 days holiday per year, increasing through length of service, with option to buy or sell
• Bupa health insurance as a benefit in kind
• An enhanced pension plan and life insurance
• Support with travel costs via a season ticket loan or cycle2work
• Discounted access to online gym sessions through Gympass
• Various other benefits and online discounts
• Opportunity to participate in our annual awards ceremony

Why Bupa?

We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose - helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to "Be you at Bupa", we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

If you require information regarding this role in an alternative format, please email: [email protected]

At Bupa we strive to ensure all our of customers, patients and staff are safe. All employees have a duty to ensure that safeguarding children, young people and adults at risk is prioritised and acted on appropriately,

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