Complaints Handler
You will lead the investigation and resolution of complex complaints regarding service delivery, operational processes, and staff conduct at the Infected Blood Compensation Authority. Your day involves reviewing case files, gathering evidence, and conducting empathetic discussions with complainants and their representatives. You will draft response letters and reports, analyse complaint data to identify operational trends, and collaborate with legal, policy, and operations teams to ensure fair outcomes. The role ensures justice and transparent service for individuals impacted by the infected blood scandal.
What they're looking for
- Track record of managing complex complaints in a regulated or public sector
- Understanding of Parliamentary Ombudsman Complaint Standards
- Ability to interpret complex operational procedures and evidence
- Exceptional written and verbal communication skills with empathy
- Strong decision-making skills with integrity and accountability
Nationality requirements
This job is broadly open to UK nationals, Republic of Ireland, Commonwealth citizens, EU/EEA/Swiss/Turkish nationals with relevant status.
Selection process
Expected sift date w/c 12th October 2026 and expected interview w/c 26th October 2026. Interviews will be conducted face to face, preceded by a written exercise.
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