Job overview

Are you looking for a job where you can support patients, their relatives, friends and carers in providing feedback to the Trust and supporting our complaints process. If so, this may be the position for you. The complaints team function within our Patient Experience Team are looking to recruit Complaints Officers. You will form part of our friendly and dedicated team to support in the administration and management of the complaints process. You will work closely with a Senior Complaints Coordinator and liaise with complainants, divisional colleagues and stakeholders throughout the process.

The demands of the job are varied and involve communication in writing, the telephone and in person during complaint meetings. You would be dealing with a range of service users who may at times be upset or challenging. If you can show compassion, empathy and sensitivity this role would be ideally suited to you. Within this role, you will be able to demonstrate your excellent administration experience, organisation and typing skills. If you can multi-task and have the ability to engage, listen and work pro-actively, working to timescales and within a set process, we would like to hear from you.

We can offer you support and training if you can offer us a caring, compassionate manner and a willingness to work with our staff and service users.

Main duties of the job

In addition to the below summary you need to familiarise yourself with full Job Description and Person Specification documents attached to this advert.

Able to support in the management of a caseload of complaints.

Able to act with compassion and display empathy in sometimes challenging situations and difficult conversations.

Able to manage administration tasks, entering data on to the Trust’s database with accuracy.

Able to work in a busy environment.

Able to compose emails and type letters to an excellent standard of spelling and grammar.

Confident in liaising with Divisional staff to aid resolution of enquiries.

A good working knowledge of Trust systems and processes.

Excellent typing ability and knowledge of Microsoft systems (outlook, word and Excel).

Previous applicants need not apply.

Working for our organisation

We are a friendly and kind team who pride ourselves on delivering a high quality service but also a supportive environment in which to work.

We work weekdays, 8.30am to 4.30pm.

You would be working in a team who have the vision to be the BEST Service in the NHS!

Detailed job description and main responsibilities

As detailed in the job description:

Accurate and timely data entry of Complaints, concerns and enquiries to our computerised system. Action and distribution of incoming media in writing, email and telephone.

Typing letters, composing emails and check listing letters produced by colleagues.

Administration duties including photocopying files, filing, post and utilising courier service.

To be responsible for ordering stationary supplies, including stock control of patient information leaflets.

Providing information on the complaints process and advocacy to patients, relatives and their families.

Set up and maintain complaint files in line with IG requirements.

Act as a point of contact, with support from the Senior Complaints Coordinator for the Division in relation to queries relating to complaints and concerns from patients, their carers and families.

Support the Senior Complaints Coordinator in the management of complaints in line with national and local policy, ensuring correspondence is acknowledged within national guidance.

Support the arrangement and servicing of complaint meetings, including ensuring meetings are recorded and appropriate notes taken.

To administratively support investigation managers to complete investigations within the timeframe as outlined in the complaints regulations.

Prepare final responses and present to the Chief Executive, or nominated Deputy for Trust sign-off.

Work with the Senior Complaints Coordinator and Division to ensure actions are identified and recorded, and fed into the divisional governance monitoring processes.

Maintain the Divisional Complaint logs

In conjunction with the Senior Complaints Coordinator, prepare reports identifying trends and lessons learnt to support improvements to service delivery.

Participate in the evaluation and monitoring of the Service.

Work with our Divisional colleagues, developing good working relationships with clinical and non-clinical staff within the Divisions.

Build and maintain good relationships with key stakeholders, service user groups and the local community.