Patient Experience Officer

We are looking for a compassionate and experienced Patient Experience Officer to join NHS Hampshire and Isle of Wight ICB.

You will play a key operational role in delivering a high-quality, patient-centred complaints and experience service, managing complex cases from receipt to resolution in line with NHS standards and legislation.

You will also supervise a small team, support consistent case handling, and contribute to learning and service improvement. The role includes deputising for the Patient Experience Manager when required.

Main duties of the job

Manage a caseload of complaints, including complex and sensitive cases. Lead complaint triage, assessment and investigation. Work with complainants to agree resolution plans and provide clear, compassionate communication. Ensure timely, high-quality responses in line with policy and key performance indicators. Supervise and support staff to deliver consistent case management. Build effective relationshi...