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Jorvik Gillygate

Governance and Complaints Assistant

The closing date is 03 August 2025

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Job summary

We are seeking a detail-oriented and proactive Governance and Complaints Assistant to join our team. This role is key in supporting the governance framework and ensuring that complaints are managed effectively, in line with company policies and procedures. You will work closely with the Managing Partner and assist in maintaining high standards of service delivery.

This is a part-time position, working Monday, Wednesday, and Friday, for six hours per day. The work pattern can be agreed with the successful candidate. The salary is £24,694.92 pro rata.

Main duties of the job

The Governance and Complaints Assistant plays a key role in supporting the smooth operation of the practice with a particular focus on patient feedback and complaints handling.

The successful candidate will act as the first point of contact for patient complaints they will be responsible for investigating concerns, liaising with relevant staff, and ensuring that responses are timely, professional, and in line with policy.

This role requires strong organisational, written, and verbal communication skills, along with a high level of discretion and professionalism.

About us

Jorvik Gillygate Practice are a forward thinking, innovative and driven organisation who recognise that the quality of care we provide is only as good as the quality of the people that work at our practice.

We are committed to providing each other with an open friendly and supportive environment where all staff are comfortable sharing ideas and who can expect to be provided with all the tools and support, they need to enjoy working and succeeding at Jorvik Gillygate.

Details

Date posted

18 July 2025

Pay scheme

Other

Salary

£24,694 a year

Contract

Permanent

Working pattern

Part-time

Reference number

A3630-25-0007

Job locations

Woolpack House

The Stonebow

York

North Yorkshire

YO1 7NP


East Parade Medical Practice

89 East Parade

York

YO317YD


South Bank Medical Centre

175 Bishopthorpe Road

York

YO231PD


Job description

Job responsibilities

Complaints Management:

Assist in logging, tracking, and categorising complaints through the company's complaints management system.

Contact patients directly to acknowledge complaints, gather additional information, and provide updates on the resolution process

Liaise with relevant departments to ensure complaints are addressed and resolved promptly.

Ensure that complaints are handled in compliance with company policies and relevant regulatory requirements.

Prepare and maintain reports related to complaint trends, resolutions, and patient feedback.

Help coordinate significant event meetings and record minutes.

Governance Support:

Assist in the preparation and maintenance of governance documentation, including policies and procedures.

Support the team to be up to date with training ensuring compliance with internal governance frameworks and external regulations.

Help coordinate governance meetings and record minutes.

General Administrative Support:

Provide administrative support with Governance and Complaints, including scheduling meetings, organising documentation, and maintaining filing systems.

Assist in the creation of presentations and reports related to complaints and governance matters.

Job description

Job responsibilities

Complaints Management:

Assist in logging, tracking, and categorising complaints through the company's complaints management system.

Contact patients directly to acknowledge complaints, gather additional information, and provide updates on the resolution process

Liaise with relevant departments to ensure complaints are addressed and resolved promptly.

Ensure that complaints are handled in compliance with company policies and relevant regulatory requirements.

Prepare and maintain reports related to complaint trends, resolutions, and patient feedback.

Help coordinate significant event meetings and record minutes.

Governance Support:

Assist in the preparation and maintenance of governance documentation, including policies and procedures.

Support the team to be up to date with training ensuring compliance with internal governance frameworks and external regulations.

Help coordinate governance meetings and record minutes.

General Administrative Support:

Provide administrative support with Governance and Complaints, including scheduling meetings, organising documentation, and maintaining filing systems.

Assist in the creation of presentations and reports related to complaints and governance matters.

Person Specification

Experience

Essential

  • Skills & Experience
  • Previous experience in an administrative role, ideally within governance or complaints handling (or a similar environment).
  • Strong organisational skills and attention to detail.
  • Ability to manage sensitive information with discretion.
  • Excellent written and verbal communication skills.
  • Ability to work independently and as part of a team.
  • Strong problem-solving skills and ability to remain calm under pressure.
  • A proactive approach to managing tasks and ensuring deadlines are met.

Desirable

  • Familiarity with complaints management.
  • Knowledge of relevant regulations or industry standards related to governance and complaints.
Person Specification

Experience

Essential

  • Skills & Experience
  • Previous experience in an administrative role, ideally within governance or complaints handling (or a similar environment).
  • Strong organisational skills and attention to detail.
  • Ability to manage sensitive information with discretion.
  • Excellent written and verbal communication skills.
  • Ability to work independently and as part of a team.
  • Strong problem-solving skills and ability to remain calm under pressure.
  • A proactive approach to managing tasks and ensuring deadlines are met.

Desirable

  • Familiarity with complaints management.
  • Knowledge of relevant regulations or industry standards related to governance and complaints.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Jorvik Gillygate

Address

Woolpack House

The Stonebow

York

North Yorkshire

YO1 7NP


Employer's website

https://www.jorvikgillygatepractice.co.uk/ (Opens in a new tab)

Employer details

Employer name

Jorvik Gillygate

Address

Woolpack House

The Stonebow

York

North Yorkshire

YO1 7NP


Employer's website

https://www.jorvikgillygatepractice.co.uk/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

HR Assistant/Clinical Admin Manager

Sue Harris

sue.harris20@nhs.net

03033340894

Details

Date posted

18 July 2025

Pay scheme

Other

Salary

£24,694 a year

Contract

Permanent

Working pattern

Part-time

Reference number

A3630-25-0007

Job locations

Woolpack House

The Stonebow

York

North Yorkshire

YO1 7NP


East Parade Medical Practice

89 East Parade

York

YO317YD


South Bank Medical Centre

175 Bishopthorpe Road

York

YO231PD


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