Quality & Governance Complaints Officer

Quality & Governance Complaints Officer – 6 Month FTC

Reports to: Quality and Governance Lead

Salary: £32,000–£36,000

Location: Basingstoke - Hybrid (with occasional travel to office as required)

Hours: 37.5 hours per week

Please note, this is a 6 month fixed term contract.

Skylight Psychiatry is a forward thinking, dynamic mental health service. We are a CQC registered service delivering person-centred assessment, care and support, with our ultimate aim being to improve the lives of people with neurodevelopmental conditions such as ADHD, Autism and Learning disabilities.

Role Purpose

The Quality & Governance Complaints Officer will provide dedicated capacity for the effective management and resolution of formal patient complaints. The post-holder will coordinate complaints from receipt through to resolution, using sound judgement and working independently within agreed parameters, while escalating more complex or significant matters where appropriate.

The role will work collaboratively across clinical, operational, governance and patient-experience teams to support timely responses, positive resolution and organisational learning.

Key Responsibilities

Complaints coordination

• Manage formal patient complaints from receipt through to resolution, ensuring they are handled fairly, sensitively and within required timescales.

• Investigate complaints, gather relevant information and coordinate input from clinical, operational and other colleagues as required.

• Draft clear, empathetic and evidence-based responses and independently resolve routine complaints within agreed authority.

• Recognise and escalate complex, significant or specialist matters appropriately.

• Maintain accurate complaint records and support effective tracking and reporting.

• Provide advice and guidance on complaints and concerns where appropriate, including supporting early resolution.

• Identify recurring themes and learning from complaints and contribute to service improvement.

General governance support

• Provide administrative and coordination support across wider quality and governance activity, including audits, risk registers, service development plans, policy reviews and associated action plans, as required.

Person Specification

• Experience within a complaints department, ideally healthcare related.

• Strong administrative and organisational skills with high attention to detail

• Proactive and can-do attitude

• Demonstrate initiative, identifying opportunities to improve processes

• Experience coordinating complex processes, casework, or workflows

• Confidence managing deadlines and handling sensitive information

• Clear and professional written communication skills

• High resilience and ability to work calmly with emotionally charged material

• Confidence using digital systems, databases, and case management tools

• Experience working in quality and clinical governance with a passion in the field

• Experience working in healthcare or regulated environments is highly desirable

Benefits:

• Opportunities for professional development and growth within the service

• Annual salary review

• 25 days annual leave.

• Pension scheme offered

• Birthday off as additional leave

• Work related electronic devices provided

At Skylight Psychiatry, we are committed to fostering a fair and inclusive workplace where everyone can thrive and reach their full potential. We recognise that diverse teams encourage creativity and productivity, so we warmly welcome applications from individuals of all backgrounds. We encourage candidates to apply regardless of age, gender, gender identity or expression, religion or belief, disability, ethnicity, or sexual orientation. Together, we create an environment that values and celebrates diversity!

Job Types: Full time, Permanent

Length: 6 month fixed contract

Work Location: Hybrid remote in Basingstoke, RG24 8AG.