Band 4 Complaints Administrator

5 months ago


Gloucester, United Kingdom NHS Somerset Integrated Care Board Full time

Purpose of Role The Collaborative Commissioning Hub (CCH) complaints team provides a complaints resolution service to all seven Integrated Care Boards (ICBs) in the South West of England, for primary care services including general practice, dental, pharmacy and optometry. The Complaints Team Administrator will support the complaints team in the provision of high quality and timely services. This will include: Provision and coordination of administrative and secretarial services, including for example, preparation of papers, agendas and minute taking. Supporting the team with management of complaints, gathering and collating information.

Provision of a front of house function for the team. Undertaking standardised elements of the complaints process including acknowledgement, consent, records management and liaison with stakeholders as required. Oversight of the complaints management system, ensuring that it is up to date at all times. Communications and Relationships The CCH team has positive and engaging relationships with key stakeholders including ICBs, NHS England and the Parliamentary and Health Service Ombudsman, and the Complaints Team Administrator will continue to work to nurture and maintain those relationships.

Work collaboratively with internal and external stakeholders to provide a quality complaints service to our customers. Working together with other administrative staff to provide an effective front of house function, including telephone calls, written contacts and visitors to the office. Autonomy / Freedom to Act Undertake standardised elements of the complaints management process, including acknowledgement of complaint, obtaining consent and liaising with stakeholders in relation to information required. Support complaints team colleagues to manage complaints.

Responsible for the ordering of stationery and consumables for the team within budget, and ensure their safe keeping. Analytical / Judgement Skills Support the Complaints Team Manager to triage new work and distribute to team members. Planning and Organisation Comply with governance requirements, including management of confidentiality. Contemporaneously record information within the complaints management system.

Manage the electronic team diary, including arranging appointments and associated travel. Ensure that all contact is dealt with in a timely manner and distributed to relevant parties, including sensitive and confidential information. Input, monitor and check data, including data required for performance management and to determine themes and trends from learning. Development and maintenance of electronic and paper filing systems, ensuring information is kept securely and is accessible to the team.

Preparation of agendas, taking and distributing minutes / notes of meetings. Patient and Client Care Ensure that all contact with complainants, and others, is of highest professional standard. Uphold organisational policies and principles on the promotion of equality. Create an inclusive working environment where diversity is valued, everyone can contribute, and everyday actions ensure we meet our duty to uphold and promote equality.

Plan and organise events as directed, providing necessary administrative support. Manage challenging situations, for example angry complainants, in accordance with policy. Service Development / Policy Review Support the organisations ways of working, model its values and champion the NHS Constitution. Contribute to the review and development of existing systems and processes and contribute to the development of new and improved ways of working.

HR / Responsibility for Training and Recruitment Provide advice and support to others on own area of responsibility. Support training and induction of new staff into the team. Ensure the health, safety and wellbeing of all staff within the department. Research and Development Support complaints team staff to undertake research and development activities as directed.

The job description is not exhaustive, and the Complaints Team Administrator is expected to carry out other tasks as delegated and appropriate



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