Office Co-Ordinator

2 weeks ago


Nottingham, United Kingdom Nottingham University Hospitals NHS Trust Full time

You will act as a point of contact for complainants and work closely with complaint investigators throughout the complaint investigation process.You would need to have an excellent working knowledge of the NUH Management of Complaints & Feedback Policy and the Local Authority Social Services and NHS Complaint Regulations (2009). In this varied and very interesting role you would manage a caseload of complaints and work in a busy fast paced environment working within a structed process.


You would also need to produce reports using Microsoft excel and PowerPoint and be confidence in the delivery of training.
Managing a caseload of complaints from receipt to the final response.


Coordinating the complaints workload with the support of a Complaints Officer, adhering to fixed timescales, ensuring these are achieved.


Arrange and facilitate local resolution meetings.


Deliver training.
We are committed to providing a person-centred, responsive service and this vacancy would suit someone with excellent customer service skills who can demonstrate a commitment to the NHS and the values and behaviour standards of the Trust.


Our usual office hours are 8.30pm, Monday to Friday.
Nottingham University Hospitals NHS Trust is committed to providing an integrated Trust-wide 4Cs service, incorporating the management of complaints, concerns, comments and compliments. This role is primarily to facilitate the progression of concerns through the NHS Complaints procedure. Working closely with a Complaints Officer you will be the point of contact for complainants, adhere to the strict deadlines and operating procedures in relation to complaints handling. Liasing with divisional colleagues and external partners to ensure the correct and timely management of complaints and feedback.
Training & Qualifications
ECDL / RSA II typing or equivalent.
Experience of complaints handling and/or Patient Advice Liaison Services or in a customer service setting.

Experience of multi-agency and partnership working.
Experience in the analysis of data and production of reports

Queens Medical Centre



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