Risk & Complaints Handler
2 weeks ago
Job Summary: The PALS & Complaints Officer plays an integral role in delivering an excellent frontline support service by listening, managing, and learning from patient experiences to improve the quality of services we provide. The post holder will perform a range of tasks related to the administration and coordination of complaints and other feedback, ensuring compliance with relevant legislation and guidance. Additionally, the role involves providing high-quality, responsive assistance to the general public and external organizations through the Patient Advice and Liaison Service.
Main Duties of the Job:
Manage a caseload of enquiries and complaints, ensuring accurate documentation and progress tracking.
Support initiatives within service areas that focus on improving patient experience.
Maintain corporate records of complaints, concerns, compliments, and comments using the Trust's Datix risk management system.
Liaise with representatives from the Parliamentary & Health Services Ombudsman, Social Services, General Professional Councils, Advocacy Services, and other relevant external parties as necessary.
Deliver responsive assistance and signposting services to the general public and external organizations.
Person Specification:
Values:
~ Demonstrable ability to meet Trust values
Education & Qualifications:
~ Essential: Educated to diploma/degree level or equivalent experience
Skills & Abilities:
Essential:
Excellent interpersonal and networking skills
Excellent communication (written and verbal) and listening skills
Ability to work autonomously and make independent decisions
Good organization and attention to detail, with the ability to manage workload to defined deadlines
Highly developed IT skills, including proficiency in Microsoft Office packages and databases (Outlook, Excel)
Empathy, negotiation, and conflict resolution skills to manage and deescalate potentially difficult situations
Desirable:
~ Experience working with health-related terminology and concepts, and knowledge of patient record systems
Experience:
Essential:
Significant experience in handling NHS complaints and working within the NHS complaints process.
Experience in analyzing problems and providing solutions within a healthcare setting.
Experience in dealing with distressed patients and service users.
Experience in working with professionals from various healthcare backgrounds to deliver outstanding patient care
Desirable:
Understanding of quality improvement methodologies.
Experience with NHS patient record systems.
Other Requirements:
Essential:
Commitment to Continuous Professional Development.
Understanding of confidentiality, information governance, and the Data Protection Act.
Knowledge of issues surrounding equality of access, clinical governance, and patient engagement methodologies.
Highly motivated, resourceful, and able to secure cooperation from colleagues at all levels.
Ability to maintain high standards of diplomacy and confidentiality.
Patience and the ability to remain calm in stressful situations.
Ability to convey complex information to anxious and distressed patients and appropriately manage frustrations that may manifest as verbal aggression.
-
Complaints Handler
1 week ago
London, Greater London, United Kingdom Dynamite Recruitment Full time £27,000 - £27,500Complaints Handler £ £27500 plus fantastic benefits Dynamite recruitment is looking to recruit an experienced Complaints Handler to join an award-winning business in Portsmouth. As a Complaints Handler you will be responsible for supporting a busy Customer Service / call centre team and will take full ownership of customer complaints from start to...
-
Complaints Handler
3 weeks ago
London, United Kingdom Lloyd Recruitment Services Ltd Full time**Complaints Handler - FCA Complaints** Lloyd Recruitment Services are delighted to be recruiting on behalf of one of our leading clients, a FTSE250 financial services organisation, that seek an experienced Complaints Handler to handle all informal and formal complaints within regulatory guidelinesand support the department and business to minimise the...
-
Complaint Handler
6 days ago
London, United Kingdom Tate Full time**Complaint Handler** **Remote Working** **£19.80 per hour** **Temporary Position, up until March 2024** **Financial / Banking Complaints Experience Required.** Attention all experienced complaints handlers! Are you skilled in financial banking complaints and looking for a new opportunity to work from home? We have the perfect position for you. We...
-
Legal Complaints Handler
1 month ago
London, United Kingdom Undisclosed Full timeJob Title: Complaints Handler Duration: 6 months Location: Reigate / Remote – will initially have to do some training in Reigate Complaint Handler will report to the Customer Services Complaints Manager. As a Complaints Handler you will be: Recording and acknowledging all complaints in writing as they are captured Investigating and resolving...
-
Legal Complaints Handler
1 month ago
London, United Kingdom Undisclosed Full timeJob Title: Complaints Handler Duration: 6 months Location: Reigate / Remote – will initially have to do some training in Reigate Complaint Handler will report to the Customer Services Complaints Manager. As a Complaints Handler you will be: Recording and acknowledging all complaints in writing as they are captured Investigating and resolving...
-
Legal Complaints Handler
4 weeks ago
London, United Kingdom Undisclosed Full timeJob Title: Complaints Handler Duration: 6 months Location: Reigate / Remote – will initially have to do some training in Reigate Complaint Handler will report to the Customer Services Complaints Manager. As a Complaints Handler you will be: Recording and acknowledging all complaints in writing as they are captured Investigating and resolving...
-
Legal Complaints Handler
4 weeks ago
London, United Kingdom Undisclosed Full timeJob Title: Complaints Handler Duration: 6 months Location: Reigate / Remote – will initially have to do some training in Reigate Complaint Handler will report to the Customer Services Complaints Manager. As a Complaints Handler you will be: Recording and acknowledging all complaints in writing as they are captured Investigating and resolving...
-
Legal Complaints Handler
2 weeks ago
London, United Kingdom Undisclosed Full timeJob Description Job Title: Complaints Handler Location: Reigate / Remote – will initially have to do some training in Reigate Complaint Handler will report to the Customer Services Complaints Manager. As a Complaints Handler you will be: Recording and acknowledging all complaints in writing as they are captured Investigating and resolving...
-
Complaint Handler
4 weeks ago
London, United Kingdom Admiral Recruitment Full timeA position has now arisen for a Complaint Handler to join a prestigious Menswear brand located in their Flagship store based in the City of London. My Client has a high Celebrity Clientele and is very established, Offering a great salary with many amazing benefits and room to progress throughout your career with them. The Complaint Handler role will entail...
-
Complaints Handler
3 weeks ago
London, United Kingdom Admiral Recruitment Full timeA position has now arisen for a Complaint Handler to join a prestigious Menswear brand located in their Flagship store based in the City of London. My Client has a high Celebrity Clientele and is very established, Offering a great salary with many amazing benefits and room to progress throughout your career with them. The Complaint Handler role will entail...
-
Complaints Handler
3 days ago
London, United Kingdom Admiral Recruitment Full timeA position has now arisen for a Complaint Handler to join a prestigious Menswear brand located in their Flagship store based in the City of London. My Client has a high Celebrity Clientele and is very established, Offering a great salary with many amazing benefits and room to progress throughout your career with them. The Complaint Handler role will entail...
-
Complaints Handler
3 weeks ago
London, United Kingdom Admiral Recruitment Full timeA position has now arisen for a Complaint Handler to join a prestigious Menswear brand located in their Flagship store based in the City of London. My Client has a high Celebrity Clientele and is very established, Offering a great salary with many amazing benefits and room to progress throughout your career with them. The Complaint Handler role will entail...
-
Complaint Handler
1 week ago
London, United Kingdom Huntress Full timeComplaint Handler A powerhouse within the professional services industry is looking for a Complaint Handler to join their team remotely on an initial 7 month contract. Key Responsibilities - Take ownership of complaints that could be complex in nature across a full range of propositions and channels. - Liaise with customers directly to make sure the nature...
-
Complaints Handler
4 weeks ago
London, United Kingdom Admiral Recruitment Full timeA position has now arisen for a Complaint Handler to join a prestigious Menswear brand located in their Flagship store based in the City of London. My Client has a high Celebrity Clientele and is very established, Offering a great salary with many amazing benefits and room to progress throughout your career with them. The Complaint Handler role will entail...
-
Complaints Handler
2 weeks ago
London, United Kingdom Admiral Recruitment Full timeA position has now arisen for a Complaint Handler to join a prestigious Menswear brand located in their Flagship store based in the City of London. My Client has a high Celebrity Clientele and is very established, Offering a great salary with many amazing benefits and room to progress throughout your career with them. The Complaint Handler role will entail...
-
Complaints Handler
3 weeks ago
London, United Kingdom Admiral Recruitment Full timeA position has now arisen for a Complaint Handler to join a prestigious Menswear brand located in their Flagship store based in the City of London. My Client has a high Celebrity Clientele and is very established, Offering a great salary with many amazing benefits and room to progress throughout your career with them. The Complaint Handler role will entail...
-
Complaints Handler
1 month ago
London, United Kingdom Undisclosed Full timeJob Title: Complaints Handler Duration: 6 months Location: Reigate / Remote – will initially have to do some training in Reigate Pay rate £250 p/d umbrella Job Description About the role - What you need to know: Complaint Handler will report to the Customer Services Complaints Manager. As a Complaints Handler you will be: Recording and...
-
Complaints Handler
1 month ago
London, United Kingdom Undisclosed Full timeJob Title: Complaints Handler Duration: 6 months Location: Reigate / Remote – will initially have to do some training in Reigate Pay rate £250 p/d umbrella Job Description About the role - What you need to know: Complaint Handler will report to the Customer Services Complaints Manager. As a Complaints Handler you will be: Recording and...
-
Complaints Handler
4 weeks ago
London, United Kingdom Undisclosed Full timeJob Title: Complaints Handler Duration: 6 months Location: Reigate / Remote – will initially have to do some training in Reigate Pay rate £250 p/d umbrella Job Description About the role - What you need to know: Complaint Handler will report to the Customer Services Complaints Manager. As a Complaints Handler you will be: Recording and...
-
Complaints Handler
4 weeks ago
London, United Kingdom Undisclosed Full timeJob Title: Complaints Handler Duration: 6 months Location: Reigate / Remote – will initially have to do some training in Reigate Pay rate £250 p/d umbrella Job Description About the role - What you need to know: Complaint Handler will report to the Customer Services Complaints Manager. As a Complaints Handler you will be: Recording and...
