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Population Matters, Remote
£18,000 per annum (0.6 FTE, based on a full-time equivalent salary of £30,000)
Are you an enthusiastic, organised & experienced fundraiser who's passionate about people, nature and planet? This could be the role for you
Posted today Apply Now
Top job
Population Matters, Remote
£24,000 per annum (0.8 FTE, based on a full-time equivalent salary of £30,000)
Are you an enthusiastic, efficient & experienced fundraiser who's passionate about people, nature and planet? This could be the role for you
Posted today Apply Now
Top job
Molly Rose Foundation, Remote
£47,000 - £51,000 per year
Seeking an experienced Trusts Fundraiser with the drive to build a growing portfolio forward to protect children and young people online.
Posted today Apply Now
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Picker Institute Europe, Remote
£32,226 - £36,875 per year
Quantitative Research Associate for large scale national quantitative surveys
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Religions for Peace UK, Remote
£38,000 - £42,000 per year
Posted today Apply Now
The Launchpad Collective, Remote
£25,480 per year FTE
Posted today Apply Now
Cleft Lip and Palate Action (CLAPA), Remote
£42,000 per annum FTE (pro rata)
Posted today Apply Now
National Youth Agency, Remote
£43,054 per annum (dependent on experience and qualifications)
Posted today
Page 1 of 15
Remote
£20,012.1 - £22,013.4 per year
Part-time
Permanent

Actively Interviewing

This organisation is scheduling interviews as applications come in. They're ready to hire as soon as they find the right person. Don't miss your opportunity, apply now!

Job description

�� Location: UK (Remote with occasional travel)
�� Salary: Rest of UK - £20,012.14 London - £22,013.42
�� Hours: 21 hours per week

Willingness to travel for team meetings, training events and centre visits as required. Travel is funded.

MSI Reproductive Choices UK is looking for a highly organised and compassionate Complaints & Customer Services Facilitator to join our Quality & Governance Team.

This is a rare opportunity to join our Quality & Governance team and develop specialist expertise in complaints management, governance, and client experience within a leading healthcare organisation.

The successful candidate will benefit from dedicated one-to-one training, coaching and support from our experienced Quality & Customer Services Manager, gaining valuable knowledge and practical experience in complaint investigations, medico-legal processes, organisational learning and quality improvement. This role offers an exceptional platform for professional development and would suit someone looking to grow their career in governance, quality, patient experience, customer services or healthcare management.

Why Join Us? ��

We offer a supportive, values-driven environment where your contribution is recognised and rewarded:

�� Financial Benefits

  • Competitive salary
  • Up to 5% employer pension contribution
  • Fast expense reimbursement (within 10 days)

�� Work-Life Balance

  • 25 days annual leave + your birthday off
  • Family-friendly policies

�� Rewards & Perks

  • Long service recognition
  • Discounts at 4,000+ retailers via Blue Light Card

�� Health & Wellbeing

  • 24/7 GP access
  • Employee Assistance Programme

�� Career Development

  • Paid training and development
  • Accredited apprenticeships
  • Clear progression pathways

Key Responsibilities

  • Formal Complaints Management: Support the investigation, documentation, and resolution of formal complaints, ensuring timely and compassionate responses.
  • Evidence Gathering & Analysis: Review clinical records, staff statements, call transcripts, policies, and other relevant information to support investigations.
  • Stakeholder Engagement: Work collaboratively with clinical, operational, and senior leadership teams to support investigations and share learning outcomes.
  • Medico-Legal Claims: Assist in gathering documentation, statements, and evidence to support claims management and reporting.
  • Police & Legal Requests: Support the management of police requests, legal enquiries, and information disclosures in line with legislation and governance requirements.
  • Information Governance: Maintain accurate records and ensure all disclosures comply with data protection and safeguarding principles.
  • Quality Improvement: Analyse complaints and claims data to identify trends, risks, and opportunities for service improvement.
  • Governance Reporting: Prepare reports and information for governance groups and organisational committees.
  • Learning & Improvement: Share findings and lessons learned with management teams to support continuous improvement across services.
  • Client-Centred Communication: Ensure communications with complainants are clear, empathetic, and professional at all times.
  • Advice & Support: Provide guidance to colleagues on complaint handling, best practice, and quality standards.

 

Skills & Experience

  • Experience managing formal complaints within a healthcare, regulatory, legal, or other high-risk environment.
  • Experience supporting or managing medico-legal claims.
  • Strong understanding of information governance, data protection, and disclosure processes.
  • Ability to conduct thorough investigations and present balanced, evidence-based findings.
  • Excellent written and verbal communication skills.
  • Experience handling sensitive and confidential information with professionalism and discretion.
  • Confident engaging with multidisciplinary teams, senior leaders, and external agencies.
  • Strong stakeholder management and influencing skills.
  • Excellent organisational skills with the ability to manage competing priorities and deadlines.
  • Proficient in Microsoft 365 applications and case management systems.
  • Knowledge of quality, governance, regulatory compliance, or safeguarding processes would be advantageous.
  • Understanding of NHS governance or patient safety frameworks would be beneficial.

 

Join MSI UK and help transform client feedback into meaningful improvements that strengthen the quality, safety, and experience of care for every client.

Organisation
MSI Reproductive Choices UK View profile Organisation type Registered Charity Company size 501 - 1000

We have been providing NHS-funded and private abortion and vasectomy care through our network of local clinics across England for over 40 years.

MSI Reproductive Choices UK logo Play
MSI-Nursing-Times-award-pic-745x420.jpgMSI-Reproductive-Choices-UK-20230612_0769-tiny.jpgImage-12.png-tiny.jpgMSI-Reproductive-Choices-UK-20230605_0302-scaled.jpg
Posted on: 24 July 2026
Closing date: 07 August 2026 at 16:15
Tags: Administration, Advice / Information, Customer support