Complaint and Patient Experience Officer
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North East & North Cumbria ICB Complaint and Patient Experience Officer
The closing date is 22 September 2026
Job summary
North East and North Cumbria Integrated Care Board is seeking a motivated, resilient and highly organised Complaints and Patient Experience Officer to join our Complaints and Patient Experience Team. This is a Band 6 role, working on a hybrid basis across ICB locations, supporting the effective management of complex complaints and patient experience contacts across the services we commission.
The ICB has a key role in ensuring high quality, safe and accessible health services for communities across the North East and North Cumbria. As part of this, the Complaints and Patient Experience Team helps ensure that concerns are managed sensitively, efficiently and in line with statutory requirements, while supporting learning and improvement across the system.
Please note this post is only accepting applications from current staff members of North of England Commissioning Support (NECS).
Main duties of the job
In this role, you will manage a caseload of complex complaints and patient experience contacts from receipt through to resolution. You will be a named contact for complainants, liaising with patients, families, carers, providers and colleagues to ensure issues are understood, investigated and responded to appropriately. You will secure detailed provider responses, prepare high quality written correspondence, maintain accurate records on SIRMS, and ensure cases are progressed within agreed timescales.
You will also support the Head of Complaints and Patient Experience with workflow management, case prioritisation, performance reporting and the identification of themes and trends. The role involves working with a wide range of internal and external stakeholders, including NHS providers, clinical colleagues, contracting teams, advocacy organisations, Healthwatch and the Parliamentary and Health Service Ombudsman where required.
About us
Our Integrated Care Board (ICB) is the largest in the country.
The ICB is responsible for ensuring that high quality and safe health services are accessible to all of our communities. It has a wide range of functions, including; promoting integration of health and care services, improving peoples health and well-being, reducing health inequalities.
With a £6.6 billion budget and a workforce of 170,000 people across the North East and North Cumbria. As well as strategic functions, ICB staff also work at place level with local health and wellbeing boards in each of our 14 local authority areas. These teams also work alongside our 67 primary care networks which are groups of local GP practices, social care teams and other community- based area providers.
The ICB works with our Provider Collaborative too, this includes the 11 NHS Foundation Trusts in the region, to deliver our shared priorities.
Details
Date posted
15 September 2026
Pay scheme
Agenda for change
Band
Band 6
Salary
£39,959 to £48,117 a year Per annum
Contract
Permanent
Working pattern
Full-time, Job share
Reference number
134-8294193
Job locations
Pemberton House
Colima Avenue
Sunderland
SR5 3XB
United Kingdom
Job description
Job responsibilities
We are looking for someone with excellent communication, analytical and organisational skills, who can manage competing priorities and remain calm and professional in sensitive, emotive or challenging situations. You will need to be confident in handling complex information, maintaining confidentiality, escalating risk appropriately and producing clear, compassionate and accurate written responses.
This is an opportunity to make a meaningful contribution to improving patient experience and strengthening the way the ICB responds to concerns.
If you are committed to fairness, learning, quality improvement and excellent public service, we would welcome your application.
Job description
Job responsibilities
We are looking for someone with excellent communication, analytical and organisational skills, who can manage competing priorities and remain calm and professional in sensitive, emotive or challenging situations. You will need to be confident in handling complex information, maintaining confidentiality, escalating risk appropriately and producing clear, compassionate and accurate written responses.
This is an opportunity to make a meaningful contribution to improving patient experience and strengthening the way the ICB responds to concerns.
If you are committed to fairness, learning, quality improvement and excellent public service, we would welcome your application.
Person Specification
Qualifications
Essential
- Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area
- Further training or significant experience in project management, financial management or supporting change management processes
Knowledge and Experience
Essential
- Experience of managing complaints and patient experiences in a healthcare environment
- Familiarity with the NHS complaints and patient experiences regulations
- Experience and understanding of evaluating and measuring the performance of health services
- Experience in communications and stakeholder management
Desirable
- Comprehensive knowledge of project management and/or health information systems development
- Workforce development knowledge and experience
- Previous experience in similar role in public sector
Qualifications
Essential
- Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area
- Further training or significant experience in project management, financial management or supporting change management processes
Knowledge and Experience
Essential
- Experience of managing complaints and patient experiences in a healthcare environment
- Familiarity with the NHS complaints and patient experiences regulations
- Experience and understanding of evaluating and measuring the performance of health services
- Experience in communications and stakeholder management
Desirable
- Comprehensive knowledge of project management and/or health information systems development
- Workforce development knowledge and experience
- Previous experience in similar role in public sector
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
North East & North Cumbria ICB
Address
Pemberton House
Colima Avenue
Sunderland
SR5 3XB
United Kingdom
Employer's website
https://northeastnorthcumbria.nhs.uk/ (Opens in a new tab)
Employer details
Employer name
North East & North Cumbria ICB
Address
Pemberton House
Colima Avenue
Sunderland
SR5 3XB
United Kingdom
Employer's website
https://northeastnorthcumbria.nhs.uk/ (Opens in a new tab)
Employer contact details
For questions about the job, contact:
Head of Complaints and Patient Experience
Lynda Hutchinson
Details
Date posted
15 September 2026
Pay scheme
Agenda for change
Band
Band 6
Salary
£39,959 to £48,117 a year Per annum
Contract
Permanent
Working pattern
Full-time, Job share
Reference number
134-8294193
Job locations
Pemberton House
Colima Avenue
Sunderland
SR5 3XB
United Kingdom
Supporting documents
Privacy notice
North East & North Cumbria ICB's privacy notice (opens in a new tab)
Support links
© Crown copyright
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