![North West Anglia NHS Foundation Trust](https://media.trabajo.org/img/noimg.jpg)
Complaints Assistant
2 weeks ago
Job summary
An exciting opportunity has arisen at North West Anglia NHS Foundation Trust to join our dynamic and fast paced complaints team. Our department is responsible for the management of all Trust wide patient complaints and we are looking for a confident, well-organised and committed Complaints Assistant whose position will be paramount to the process of the formal complaints journey.
The successful applicant will work closely with other members of our small Complaints Team and Complaints Management while building good working relationships with the Clinical Divisions. Team work is essential while there is also the opportunity for you to work on your own initiative.
This role is a great opportunity for you to grow your knowledge and expand your skills for healthcare administration along with playing a key part in the effective management of formal complaints. You will be the first point of contact for all of our complainants, providing a prompt, courteous and confidential service. You will perform allocated tasks to progress the complaint such as registration, data inputting, liaising with the Divisions and facilitating local resolution meetings to provide a robust, comprehensive administrative process to support the complaints service.
The ability to work under pressure and prioritise own workload and to meet departmental and Trust deadlines are crucial in the support to the team. You must have the ability to demonstrate effective oral and written communication skills.
Main duties of the job
Be the first point of contact for all enquiries relating to the Complaints Department. This may include identifying the key issues in the complaint, explaining the process, ensuring complainants feel involved in it and have clarified their key concerns. Responsible for handling telephone enquiries and other communications with diplomacy, respect and confidentiality at all times Recognising the severity of some complaints and possible safeguarding issues and escalating appropriately Maintain communication links with the Patient Advice and Liaison Service and the Clinical Risk Department Act upon e-mails received throughout the day. Type letters, emails and other communication as required. Prioritise workload by observing any deadlines, using your own initiative. Support the overall workload priorities of the Complaints Team to ensure they are able to work effectively utilising their time efficiently. Ensure any actions required following telephone calls are documented and are completed in a timely fashion. Arrange complaint meetings Undertake the day to day organisation of the office, developing systems for the control of paperwork and maintaining records as directed The post-holder will be required to meet strict deadlines and undertake any other duties applicable to the post and grade as may be assigned.About us
We are dedicated to fostering diversity and inclusivity within our workforce and warmly welcome applications from individuals of all backgrounds, with a particular emphasis on encouraging those from disabled, Black, Asian and Minority Ethnic (BAME) communities, as well as candidates from our local area.
As part of our commitment to supporting our employees we offer a range of benefits including:
Generous annual leave entitlement starting at 27 days and increasing to 29 days after five years of service and 33 days after 10 years of service, in addition to the national Bank Holidays (pro-rata for part time staff); Membership of the NHS Pension Scheme: Flexible working opportunities; Enhanced hourly rates for unsociable hours night shifts, weekends, bank holidays; Opportunities for career development and training to help you progress in your role; Wellbeing support and activities to promote a healthy work environment; Access to our in-house physiotherapy service; On-site canteens offering subsidised meals; Subsidised staff parking (currently free); Free Stagecoach Bus Travel to and from work within Cambridgeshire and PeterboroughWe strive to create a supportive and inclusive workplace where employees feel valued and empowered to excel in their roles. Join us and become part of a team dedicated to making a positive difference in our community.
Job descriptionJob responsibilities
For further information please review the Job Description and Person Specification which will provide all the information about the Complaints Assistant role
Person SpecificationQualifications
Essential
GCSE English (or equivalent) GCSE Maths (or equivalent) NVQ Level 2 in Administration (or equivalent)Desirable
IT qualification or equivalent experienceExperience
Essential
Experience of providing excellent customer service with internal and external customers by telephone or in person Experience of providing high quality administration services in a busy environment Experience of Microsoft Word, Excel and OutlookDesirable
Experience of working within the NHS Experience working in complaintsSkills
Essential
Ability to demonstrate effective oral and written communication skills Ability to provide positive solutions to customer enquiries Ability to use MS Office packages as follows: ? Excel, to produce spreadsheets which include formulas. ? Word, to produce letters and templates Ability to work under pressure and prioritise own workload to meet deadlines Ability to work effectively both independently and as part of a team Must be a methodical worker with attention to detail Good knowledge of general office procedures and customer careDesirable
Experience of working with Care Flow, Anglia ICE, Letter Manager, Etrack & Evolve Experience of NHS Complaints guidelines-
Complaints Officer
2 weeks ago
Peterborough, Peterborough, United Kingdom North West Anglia NHS Foundation Trust Full timeJob summary Are you a team player with outstanding communication, organisational and IT/administrative skills? Do you have personable and empathetic customer service experience, with the ability to listen and problem solve? If you do, we would welcome your application We have an exciting opportunity for an experienced Complaints Officer to join our fast...
-
Legal Complaints Handler
2 weeks ago
Peterborough, Peterborough, United Kingdom Diligenta Full time £25,000Complaints Handler Complaints Handler Monday to Friday, Flexible between, 8am - 6pm Lynch Wood, Peterborough, PE2 6FY Join Diligenta as a Complaint Handler and become an integral part of our exceptional customer service delivery. Representing our brand, you'll ensure every customer feels relieved or satisfied after their call . With multiple positions...
-
Administration Assistant
2 weeks ago
Peterborough, Peterborough, United Kingdom ZM Full timeZM are Looking for an Part Time Admin Assistant:Duties To Include (But Not Limited To) Answering ALL Incoming Phone Calls in a Polite and Professional Manner Welcoming Customers and Staff in a Professional Manner Dealing with Complaints in a Professional Manner Making and Sending out Booking Confirmations Liaising with Schools & Local Authority Liaising With...
-
Assistant Food
2 weeks ago
Peterborough, Peterborough, United Kingdom Select Appointments Full timeAre you ready for an exciting opportunity that could transform your career? My client is offering an exceptional role that could be just what you're looking for. Are you passionate about the food and beverage industry? We're seeking an Assistant Food & Beverage Manager to join our team and play a pivotal role in delivering an outstanding guest experience. ...
-
Learning Support Assistant
2 weeks ago
Peterborough, Peterborough, United Kingdom TCHC Group Full timeBasildon (BC):Fixed:£18,415: Job DescriptionPeterborough:Fixed-Contract:£23,000: Job DescriptionWhat are we looking for?:TCHC is looking for a Learning support Assistant who will be creative and engaging to ensure individuals of SEND achieve their qualification(s) and work efficiently across the team. You will be supported by your Centre Manager who is...
-
Soft Fm Monitoring Assistant
2 weeks ago
Peterborough, Peterborough, United Kingdom North West Anglia NHS Foundation Trust Full timeCompletion of monitoring activities to identify shortfall in standard delivery by the Soft FM service providers will assist with improving patient experience Be responsible for ensuring the Soft FM Service provision information provided to all users of the hospital, including patients, staff and visitors directly, is accurate, up to date and readily...
-
Pals Administrative Assistant
2 weeks ago
Peterborough, Peterborough, United Kingdom North West Anglia NHS Foundation Trust Full timeTo take details of any issues raised and either respond back to the enquirer or pass the concern on to a member of the PALS team. Use initiative and knowledge to assess each situation and deal with them accordingly, seeking guidance as required. Communicating effectively including discussion and written communication. Providing help and support to other...
-
Spar Sales Assistant
2 weeks ago
Peterborough, Peterborough, United Kingdom AF Blakemore Full timeSPAR Sales Assistant / Post Office Counter Clerk (18+), Hampton Court, Peterborough.Min 16 Hours per week (more when store needs).Flexible shifts, including early mornings, weekends and evenings.We have an exciting opportunity for a Post Office Counter Clerk /SPAR Sales Assistant (18+) who is motivated, friendly, hands-on and passionate about their store...
-
Clinical Risk Admin Lead
2 weeks ago
Peterborough, Peterborough, United Kingdom North West Anglia NHS Foundation Trust Full timeTo act as Clinical Risk Admin Lead to the Head of Complaints and Clinical Risk, co-ordinating comprehensive administrative support for the Clinical Risk Team. Key focus of communication between the Clinical Risk Team, Trust staff and other NHS organisations, external bodies and users of the service. Have a detailed understanding of Clinical Risk Management...
-
One to One Learning Support Assistant
2 weeks ago
Peterborough, Peterborough, United Kingdom DT Resourcing Ltd Full timeMy client was set up in August 2004. Since then, we have continued to develop and bring programmes to support young people to learn, achieve and progress to greater opportunities. My client is an organisation that believes in creating opportunities for all. An organisation who is friendly, considerate, and honourable in all its services and operations. Most...
-
Customer Service Advisor
2 weeks ago
Peterborough, Peterborough, United Kingdom Adecco Full timeAdecco are looking for a customer service advisor to join a fast-growing utilities company in Peterborough City Centre. This role is suitable for someone with excellent customer service skills who is comfortable speaking to customers over the phone.This job role includes two shift patterns: 9am to 5:30pm and 12pm to 8:30pm. You will be required to work both...
-
Pts Controllers/planners
2 weeks ago
Peterborough, Peterborough, United Kingdom Bridge of Hope Full timeResponsible for the planning of transport for future dates. Responsible for the control of NHS service resources for the current day. To ensure all patients on our transport get home as quickly as possible.Planning of transport for future dates.Responsibility for the control of NHS services resources, including volunteer car service drivers for the current...
-
Assistant Team Leader
2 weeks ago
Peterborough, Peterborough, United Kingdom UK Event Medical Services Limited Full timeJob type: PermanentBase: PeterboroughPay: TBCCompany pension schemeHolidays- 28 days per year (pro rata)Hours: Contracted hours = 40hrs 4 on 4 off rota pattern. The business operates 24/7, 365 days per year.About UKEMSOperating from 6 UK bases, UK Event Medical Services is recognised as one of the UK's leading providers of independent ambulance services and...
-
Sales Support Executive
2 weeks ago
Peterborough, Peterborough, United Kingdom Reed Business Support Full timeSales Support ExecutiveAre you an experienced Sales Support Executive? Do your talents lie in providing a fantastic customer service throughout the whole customer sales process? If the answer is yes please read on.My client is looking for a Sales Support Executive to join their existing team and really make their mark.As their new Sales SupportExecutive,...
-
Claims Admin
2 weeks ago
Peterborough, Peterborough, United Kingdom General and Medical Healthcare Full timeJob Description - Call Handler - Claims Admin£23,000 Full Time SalaryRegular Monday to Friday daytime hours available with General & Medical, a well-established family-runexcellent communication skills and experience with customer calls. Essential skills include Microsoft Officeand you will need to demonstrate excellent organisation ability to manage your...
-
Risk Support Coordinator
2 weeks ago
Peterborough, Peterborough, United Kingdom Adecco Full time £28,000 - £30,000Technical Support Team Leader ?? Contract Details: Permanent ?? Are you an experienced Technical Support Team Leader looking for a new challenge? �? We have an exciting opportunity with our client, a leading manufacturing organisation, in need of a skilled individual to join their dynamic team Lead the technical support team, ensuring efficient picking,...
-
Home Care Training Co-ordinator
2 weeks ago
Peterborough, Peterborough, United Kingdom Helping Hands Full time £26,000Are you an experienced Care Coordinator looking for a new opportunity? Due to continued growth and expansion we are looking for a Care Coordinator to join the coordination team. Supporting the Live-In Care service this role is an integral part of the success of the whole region. As a Care Coordinator you will manage and monitor the delivery of a...
-
Contact Centre Agent
2 weeks ago
Peterborough, Peterborough, United Kingdom CarWorld Car Supermarket Full timeMain responsibilities will include Dealing with customer enquires in a timely and professional manner Handle any customer service queries to satisfaction Identify and maximise sales opportunities through cross selling and up selling through a "sales by service" approach Maintain knowledge on: products, procedures and policies so an accurate and high level of...
-
Customer Service Agent
2 weeks ago
Peterborough, Peterborough, United Kingdom Yours Clothing Limited Full timeCOMPANY STATEMENT:Yours Clothing is the UK's best value plus size fashion retailer on the high street and online. We are growing at pace, with the additions of our menswear brand, BadRhino, stocking large size menswear and our Long Tall Sally brand, specialising in tall women's clothing.Our continued success comes from our entrepreneurial thinking and...
-
Contract Support Coordinator
2 weeks ago
Peterborough, Peterborough, United Kingdom Adecco Full time £28,000 - £30,000Technical Support Team Leader ?? Contract Details: Temp To Perm ?? Are you an experienced Technical Support Team Leader looking for a new challenge? �? We have an exciting opportunity with our client, a leading manufacturing organisation, in need of a skilled individual to join their dynamic team Lead the technical support team, ensuring efficient...