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Complaints Co-ordinator




Priory Group Head Office, 80 Hammersmith Road, London, W14 8UD

Priory Group Division

Central Services

Vacancy Type

Permanent - Full Time


£25,000 per annum



Job Advert - Division Information

When you join Priory Group you'll be part of something special - an innovative and rapidly growing organisation that is helping to redefine the health, social care and education landscape across the UK.

Job Advert Location Description

This role is situated in our London Hammersmith office.

Job Advert Role Description

The Priory Group have an exciting opportunity for a Complaints Co-ordinator to join the team and support our growing business. The Complaints Co-ordinator will assist in ensuring the effective and timely co-ordination, management and monitoring of all complaints. The Complaints Co-ordinator will also be responsible for responding to and assisting managers with complaints that are escalated through the stages of the Priory Complaints Process. The Complaints Co-ordinator will work in close consultation with Managers, Personal Data and the Legal and Compliance team and will report directly to the Group Complaints Manager.

Complaints Co-ordinator duties include but not limited to

  • Day-to-day administration of any new complaints received centrally and assigning for investigation to the relevant service manager.
  • Monitoring and accurately recording of all complaints received, ensuring that investigation and response deadlines are adhered to; requesting regular updates from management together with a copy of the complaint response for file and case closure.
  • Assisting with complaints that are escalated to Stage 2 ‘Internal Review’, issuing timely letters to complainants whilst maintaining deadlines, requesting consent when required and gathering of all evidence required to review the case.
  • Providing administrative support in relation to those complaints being investigated or adjudicated at Stage 3 by external bodies (Ombudsman etc.) by arranging for the collation of all required documentation and producing a detailed timeline of the complaint investigation process.
  • Provision of ad hoc data and information to the Senior Management Team and Priory Board, when required.
  • To establish information requirements, acting proactively to provide data reports and statistics accordingly.

What we would like from the Complaints Co-ordinator

  • Usually works within existing processes and procedures where some adaptive or creative thinking is occasionally required.
  • Previous general experience within a coordinator role ideally within the risk and/or healthcare sector; with the emphasis on good communication and writing skills.
  • Good level of experience in drafting and writing.
  • Ability to work under pressure and stress as the role can frequently be very stressful.
  • Must have a genuine interest in and concern for customer complaints and work with commitment and dedication towards finding solutions.

What we would like to give you

  • 25 days annual leave + bank holidays
  • Online discounts and cashback rewards
  • SMART pension
  • Technology Scheme (qualifying period)
  • Cycle to Work Scheme (qualifying period)
  • Employee Referral Scheme
  • Career Pathways Programme

Please take the time to familiarise yourself with the full attached job description prior to making an application.

Division DBS info


All roles will be subject to a successful disclosure at an appropriate level from the Disclosure and Barring Service (DBS), Access NI or Disclosure Scotland. We are an equal opportunities employer. Priory Group will cover the cost of a DBS.

Job Description


Closing Date