Patient Care Complaints Advisor

Complaints Advisor (Patient Care) – Glasgow
As Phlo grows, more patients and partners are coming to us and we’re looking for a Patient Care Complaints Advisor to join our Patient Care Team. You’ll own complaints and escalations from first contact to resolution, making sure every patient is heard, treated fairly and given a clear outcome. As a regulated online pharmacy, some complaints involve medicines and patient safety, so you’ll know when an issue needs a pharmacist and get it to the right people quickly. You’ll also turn complaints into learning, spotting themes and helping the team prevent repeats. It’s a chance to help shape how we handle complaints as we grow, while building practical skills in investigation, root-cause analysis and data insight.

The Job
On a day-to-day basis, you’ll be involved in the following:
Handling complaints

• Logging every complaint received by phone, email, live chat or review sites on the day it arrives and acknowledging the patient within the agreed timeframe with a named contact and clear next steps.
• Triaging on arrival and flagging anything involving patient safety, a medicine error or a side effect to our Patient Services team.
• Resolving straightforward issues at first contact wherever possible.
• Reviewing escalations from the Patient Care Team, partners and senior leaders, following up until each one is closed.
• Escalating serious, high-risk or clinical complaints to the Head of Patient Services and the Superintendent Pharmacist.
• Investigating complaints using order history, patient conversations, call recordings, prescribing notes and dispatch records to find the root cause.
• Writing clear, fair final responses that explain what happened, what we’ve done and what will change, including how patients can take things further if they’re still unhappy.
• Reviewing complaints that may have reached deadlock, to make sure they’ve been fully investigated and the outcome is clearly documented.
• Keeping the open complaints queue within agreed limits, prioritising by risk and age and planning when volumes rise.

Patient experience

• Speaking directly with patients, including those who are upset or distressed, de-escalating calmly and keeping them updated at every step.
• Taking inbound patient calls for scheduled hours each week and giving the wider Patient Care Team extra support when it’s needed.
• Quality-checking the team’s replies to Trustpilot and Google reviews before they go live and passing any reviews about side effects, dosing or treatment results to Patient Services for clinical review.

Governance and improvement

• Keeping a complete, accurate complaints log in line with UK GDPR and record-retention requirements and preparing data for governance meetings and audits.
• Producing a monthly report on complaint volumes, themes, root causes and response times, with recommended actions
• Collaborate in the design and documenting of complaints processes, templates and escalation routes and checking that agreed changes are working.
• Working with the Patient Care Team’s leaders to turn complaint findings into practical coaching and short training sessions.
• Using approved AI tools to summarise cases, draft responses and spot trends, always checking outputs for accuracy and protecting patient data.

The Person
Ideally, we’re looking for someone with the following:

• Experience in a customer or patient-facing role, ideally in healthcare or another regulated setting.
• A track record of handling complaints or escalations from start to finish, including difficult conversations with upset people.
• Excellent written communication, with the ability to explain complex or sensitive situations in plain, patient-friendly language.
• Confidence handling inbound calls and the flexibility to support the wider team when demand is high.
• Good judgement about when an issue needs clinical input and the discipline to route it rather than answer it yourself.
• Strong attention to detail, a methodical approach to investigation and accurate record-keeping.
• Confidence working with data to spot trends and turn them into clear, practical recommendations.
• Good organisation and the ability to prioritise when volumes rise.
• Confidence working with colleagues at every level and challenging processes constructively on the patient’s behalf.
• Understanding of confidentiality, UK GDPR and the needs of vulnerable patients.
• Comfort in using, or an eagerness to learn, systems such as Intercom and Confluence, and an interest in using AI responsibly.

The Perks
And in joining Phlo, you’ll receive a competitive package designed to support your wellbeing, development and success, including:

• Salary between £29,000 and £32,000 depending on experience
• Opportunity to join a growing, regulated online pharmacy and help shape how we handle complaints
• Regular collaboration with teams across the business, including Patient Services, Pharmacy and Product, to turn patient feedback into lasting improvements
• Company Bonus Scheme – up to 10% depending on performance
• 33 days annual leave (inclusive of 8 bank holidays)
• An extra day of annual leave for every complete year of service, up to 5 extra days
• An extra day off for your Birthday to prolong the celebrations
• Pension scheme – 5% employer contribution
• Private Medical Insurance via Vitality
• Bereavement Leave policy covering family, friends, pets, and miscarriage
• Enhanced Maternity, Paternity and Adoption Pay after 1 year of service
• Charity Day to support a cause that’s important to you
• Dependant Leave to take care of the people who rely on you
• Duvet Days to rest and reset
• Fertility Leave to support your journey to parenthood
• Pawternity Leave to welcome a new pet
• Menopause Leave to support employees
• 20% Staff Discount on Phlo Clinic products
• 8 x free professional counselling sessions to support your mental health
• Perkbox membership for discounts and points
• £500 Employee Referral Scheme
• Hybrid working, casual dress code and a great culturePlease note, eligibility criteria for benefits applies.

Interested? Please apply now.
Closing date for applications is 16.11.26. Please note that the advert may close early, depending on application volume.

The Logistics
We’re headquartered in the Onyx building on Bothwell St in Glasgow City Centre and have a hybrid working model to support a blend of in person and remote working.

About Phlo
Phlo is ranked 13th in the Sunday Times 100 Tech 2026, recognising it as one of the UK's fastest-growing technology companies. At Phlo, we’re redefining modern healthcare - combining innovation, compassion and technology, putting patients at the heart of everything we do.

Our mission is to help people across the UK take control of their health by making access to care simpler, faster and more personal.

We’re a team of professionals who share the same values - collaboration, curiosity and a genuine drive to make a difference. It’s that shared purpose that makes Phlo a rewarding place to work and one where great ideas turn into meaningful impact.

It’s an incredibly exciting time for Phlo as we scale up rapidly. By joining the team, you will have an opportunity to grow our company and enhance our products from day one.

For more information about Phlo’s services please visit www.phloclinic.co.uk, www.wearephlo.com or check out our socials and Trustpilot reviews!

To deliver great service to Phlo’s patients we're building a company that’s reflective of their diversity. We’re an inclusive workplace that promotes and values difference, where everyone, from any background, can do their best work and be proud to belong.