Who are we?
HTG-UK (Health Transportation Group UK) is one of the UK’s largest Non-Emergency Patient Transport (NEPTS) providers, carrying out over 550,000 journeys on behalf of the NHS every year. We have a total of 15 operational bases across the UK, over 700 employees and are leading the way in delivering safe, caring, high-quality patient transport.
The role
We have an exciting secondment opportunity within our Patient Experience Team for a Patient Experience and Complaints Co-ordinator.
This temporary position will cover maternity leave for a period of 9 months and is an excellent opportunity for a dedicated professional who is looking to expand their range of experience within HTG.
This role will involve taking calls, administrative work, database entry, commencing investigations and responding to concerns from patients/carers/families. It is vital that you can communicate well with a strong knowledge of spelling and grammar. This is an emotionally demanding role and requires people with a lot of empathy, listening skills, patience and emotional resilience.
In this role you will ensure the department is active in patient engagement, fully compliant with CQC, NHS and CCG regulations and requirements, as well as proactively investigate concerns raised from external sources, such as patients, patients relatives and health care professionals. The role will involve working closely with Commissioners, Incidents, Safeguarding/Quality Leads, and Ops Teams to ensure all identified risks are escalated appropriately, in a timely manner.
You have the opportunity to positively influence Patient Experience by providing high quality responses to patients, health care professionals and stakeholders. You will need to be enthusiastic about delivering learnings and outcomes to complaints and adverse incidents, ensuring all parties, internal and external, are provided with clear support and guidance as needed. In this post, you will be responsible for reviewing the systems in place to improve the efficiency of the service and the learning from complaints & incidents
About you

• Proven experience in a customer service, patient-facing, or complaints handling role.
• Familiarity with administrative tasks, data entry, and working with databases.
• Understanding of CQC, NHS, and CCG regulations is desirable.
• Strong verbal and written communication skills, including a solid grasp of grammar and spelling.
• Ability to convey empathy, patience, and understanding, especially when dealing with sensitive matters.
• Proficient in listening and handling emotionally charged interactions with composure and professionalism.
• High level of emotional resilience, with the ability to manage the demands of an emotionally challenging role.
• Keen attention to detail, with the capacity to manage multiple priorities efficiently.
• Enthusiastic about patient engagement and improving patient experience through quality interactions and responses.
• Ability to work effectively both independently and collaboratively with internal teams such as Commissioners, Safeguarding, and Quality Leads.
• Committed to learning from complaints and incidents, with a proactive approach to reviewing and improving systems for enhanced service delivery.

Desirable Criteria:

• Previous experience in the healthcare sector or within a Patient Experience team.
• Prior involvement in investigations or incident response is beneficial.

Equal Opportunities
The Company’s Equal Opportunities policy affirms our commitment to ensure that no patient, employee or prospective employee is discriminated against, whether directly or indirectly on the grounds of gender, sexual orientation, age, marital status, responsibility for dependants, disability, religion, creed, colour, race, nationality, ethnic or national origin, trade union activity, social background, health status, or is disadvantaged by conditions or requirements which cannot be shown as justifiable.
Safeguarding
The organisation takes the issues of Safeguarding Children, Adults and addressing domestic violence very seriously. All employees have a responsibility to support the organisation in our duties by:

• Attending mandatory training on Safeguarding children and adults
• Making sure they are familiar with their and the organisation’s requirements under relevant legislation
• Adhering to all relevant national and local policies, procedures, and professional codes
• Reporting any concerns to the appropriate authority

Job Types: Full-time, Fixed term contract
Contract length: 9 months
Pay: £24,960.00 per year
Benefits:

• Company pension
• Referral programme
• Store discount

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work authorisation:

• United Kingdom (required)

Location:

• Lincoln, LN6 3AH (preferred)

Work Location: Hybrid remote in Lincoln, LN6 3AH