Liaison Officer (Investigation and Complaints) (1x permanent, 1x fixed term)

Radix Solutions; Manchester; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading healthcare regulatory body in the UK seeks a Liaison Officer for their Fitness to Practice team. This role involves providing excellent customer service in handling complaints, analyzing casework, and facilitating meetings. This is a hybrid position with flexible working options. The ideal candidate should possess strong communication, analytical skills, and experience in customer-focused roles. Join a supportive organization that values diversity and offers excellent benefits, including generous leave and pension contributions.

Benefits

30 days holiday with the option to buy and sell more

Generous employer pension contribution of 15%

Access to learning and development opportunities

Flexible working patterns

Attractive annual salary review

Discounts at high street and online stores

Discounted gym membership

Private medical insurance

Employee assistance programme

Cycle to work scheme

Bike lockers and shower facilities

Qualifications

• Experience in handling complaints and concerns in a customer-focused role.
• Ability to organize and facilitate effective meetings.
• Strong analytical skills to understand and assess casework.

Responsibilities

• Respond to customer complaints and concerns, both in writing and via phone.
• Organize and conduct meetings with complainants.
• Analyze information related to casework and complaints.

Skills

Customer service

Communication

Analytical skills

Meeting facilitation

Job description

Liaison Officer (Investigation and Complaints)

About the General Medical Council (GMC)

We work with doctors, physician associates (PAs), anaesthesia associates (AAs), those they care for and other stakeholders to support good, safe patient care across the UK. We set the standards doctors, PAs, AAs and their educators need to meet, and help them achieve them. If there are concerns these standards may not be met or that public confidence in doctors, PAs, or AAs may be at risk, we can investigate, and take action if needed.

The Role

The GMC currently have a permanent post and a 12 month fixed term post available. The Liaison Officer will work as a member of the Liaison Team within the Fitness to Practice (FTP) directorate of the GMC, working to deliver excellent customer service and efficiency in the handling of FTP complaints and concerns.

They will do this by:

• Taking calls and responding in writing to FTP customer complaints and concerns.
• Organising and facilitating effective meetings with complainants.
• Understanding and analysing information relating to casework and complaints.

Liaison Officers play a leading role in providing support both to doctors and members of the public in raising concerns, whilst subsequently providing further explanation both during our processes and following the closure of their concerns.

This is a hybrid role between home working and office working, you'll work 2 days a month in the office, or more if you prefer. We may ask you to attend the office on additional days where necessary, for example for training.

We are happy to consider a range of flexible working options. Flexible working requests will be considered in line with the policy.

You can find more detail on the tasks you will undertake, and the essential skills required for the role, in the job description.

How to apply for the role

If you are interested in applying for this role, please provide a CV and a separate supporting statement, which demonstrates your reason for applying and a summary of how you can meet the essential skills listed in the job description, provide examples where possible. Please note, applications submitted without a CV and supporting statement will be considered incomplete and not shortlisted.

We will assess the information you provide against the essential skills required for the role and let you know whether you will progress to the next stage of the recruitment process. Details on how to complete this can be found in the attached guidance document.

We recognise that generative AI tools may assist you in refining your job application. It is essential to use these tools responsibly to ensure your application remains authentic and reflective of your personal experiences, so please ensure you read our AI guidance before submitting your application.

GMC Benefits - Why work for us

You'll benefit from being part of an organisation that is genuinely committed to its people with several excellent benefits including:

• 30 days holiday with the option to buy and sell more
• A generous employer pension contribution of 15%
• Access to a range of learning and development opportunities designed to support your ongoing progression
• Flexible working patterns
• Attractive salary that's reviewed annually
• Discounts at 100s of high street and online stores
• Discounted gym membership
• Private medical insurance
• Employee assistance programme
• Cycle to work scheme for those wanting a greener commute
• Bike lockers and shower facilities

Equality, Diversity and Inclusion

The GMC values diversity and has made a public commitment to processes and procedures that are fair, objective, transparent and free from discrimination. We are committed to the Disability Confident Employer scheme, and candidates with a disability who best meet the essential criteria outlined in the person specification will be offered an interview.

The GMC is a charity registered in England and Wales (1089278) and Scotland (SC037750).