• Locations

  London

• Salary

  £154 - £172 per day

• Sector

  Admin & Customer Service, Customer Service

• Type

  Temporary

Morgan Hunt are currently working with a national healthcare charity in their search for an interim Feedback & Complaints Officer to join on an initial 2-month temporary assignment.

This is an excellent opportunity for an experienced complaints professional to take ownership of an organisation-wide feedback and complaints process, ensuring cases are managed efficiently while helping drive service improvement through effective analysis and organisational learning.

This role will suit someone who can quickly familiarise themselves with established processes, systems and governance frameworks, enabling them to make an immediate impact. You will coordinate the end-to-end management of external feedback and complaints, ensuring each case is acknowledged promptly, allocated to the appropriate service area, progressed within agreed timescales and escalated where necessary.

Working collaboratively with colleagues across a range of operational and corporate teams, you will act as the central point of coordination throughout the complaints process, monitoring progress, maintaining accurate records and ensuring responses are delivered to a consistently high standard.

Alongside complaints coordination, you will play an important role in analysing feedback to identify trends, themes and opportunities for organisational learning. You will produce reports and management information that help improve services, strengthen governance and support continuous improvement across the organisation. Experience undertaking root cause analysis and identifying recurring issues would therefore be highly advantageous.

The successful candidate will have previous experience managing end-to-end complaints or feedback processes, ideally within the charity, healthcare, healthcare regulation or wider public sector. You will be highly organised, proactive and able to build positive relationships across a diverse range of stakeholders while managing multiple cases simultaneously.

Job Title: Feedback & Complaints Officer

Location: Remote / Hybrid (Ideally 20% in Birmingham or London)

Rate: £19.25 – £21.50 per hour (Umbrella)

Contract Type: Temporary (2 Months – with opportunity to apply for the permanent position)

Hours: Full-Time (35 Hours)

Key Responsibilities

· Coordinate the organisation’s end-to-end feedback and complaints process.

· Acknowledge, log and monitor complaints, ensuring accurate records are maintained throughout.

· Allocate cases to the appropriate teams and coordinate responses within agreed deadlines.

· Escalate complex or overdue matters where appropriate.

· Liaise with stakeholders across the organisation to ensure timely and high-quality complaint resolution.

· Monitor compliance with internal processes, governance frameworks and service standards.

· Analyse complaints and feedback to identify trends, recurring themes and opportunities for improvement.

· Produce management information, reports and performance data to support organisational learning.

· Contribute to continuous improvement of complaints processes and feedback systems.

· Support wider quality assurance and governance activities where required.

Candidate Profile

· Previous experience managing end-to-end complaints or feedback processes.

· Ability to quickly understand and apply organisational processes, policies and governance frameworks.

· Strong organisational skills with the ability to manage multiple cases and competing deadlines.

· Excellent stakeholder management and communication skills.

· Experience maintaining accurate case records and coordinating responses across multiple teams.

· Strong attention to detail and commitment to delivering high-quality customer service.

· Experience analysing complaints data, identifying trends and supporting service improvement.

· Experience conducting root cause analysis and producing management reports would be highly desirable.

· Previous experience within healthcare, healthcare regulation, charities or the wider public sector would be advantageous.

Why Apply?

This is an excellent opportunity to join a values-driven organisation where you’ll play an important role in improving the experience of service users through effective complaints management and organisational learning. With the opportunity to apply for the permanent position, this assignment also offers the potential for longer-term career development.

If you are interested in this opportunity, please contact Alfie Robinson at Morgan Hunt on for more information.

Morgan Hunt is a multi-award-winning recruitment Business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to temporary vacancies. Morgan Hunt is an equal opportunities employer, job suitability are assessed on merit in accordance with their skills, qualifications and abilities to perform the relevant duties required in a particular role.