Location
London

Hours
Full Time (hours not specified)

Salary
£33,094 per annum

About the Role
Guy’s and St Thomas’ is one of the UK’s busiest and most successful NHS foundation trusts, providing a full range of hospital and community services across south London and specialist care for patients from further afield. The Trust is renowned for clinical excellence, high quality teaching, research, and a commitment to delivering outstanding patient care. The Complaints Administrator plays a vital role within the Department, often acting as the first point of contact for families, carers, and service user networks. This position is central to ensuring a positive patient experience and upholding the Trust’s reputation for high quality service delivery.

The role involves managing complaint case set-up, medical records disclosure, and expert use of the RADAR/DATIX complaints management database to ensure accurate data entry and reporting. You will support the team by handling correspondence, arranging meetings and travel, preparing training materials, and providing comprehensive secretarial and administrative support. The post holder will also assist with research and information gathering to support complaint investigations and local resolution processes.

Guy’s and St Thomas’ values diversity and is committed to equality of opportunity, supporting flexible working arrangements and ensuring a supportive environment for all staff. The Trust encourages applications from individuals who are passionate about delivering excellent service and improving patient care through effective complaints management.

Experience
- Significant experience in an administration role.
- Experience working in a clinical or other pressurised service delivery environment.
- Experience producing written material to a high standard.
- Experience working in a customer-focused environment.

About you
- Excellent communication skills, both written and verbal, including a good telephone manner.
- Ability to use initiative, work unsupervised, and organise own workload priorities.
- Ability to maintain absolute confidentiality.
- Ability to quickly learn new electronic information systems.
- Skilled in managing multiple streams of activity simultaneously with thoroughness and accuracy.
- Able to take accurate and meaningful minutes.
- Computer literate with ability to analyse data using databases, Excel, or related tools.

Qualifications
- Educated to ‘A’ Level standard including maths and English.
- Diploma level qualification in IT or computer systems.

Desirable
- Graduate level education and/or relevant professional qualifications.
- Experience in complaints, claims administration, clinical risk management, or governance.