Complaints Services Officer

7 months ago


Canterbury, United Kingdom NHS Professionals Full time

**Job Title**:Complaints Services Officer

**Location**:Kent and Canterbury Hospital, Ethelbert Rd, Canterbury, CT1 3NG

**Shift Pattern**: Monday
- Friday 8am-4pm or 9am-5pm (37.5 hours a week)

**Pay**: £12.45 per hour

**Trust Location**:East Kent Hospitals NHS Foundation Trust

Would you like to be a part of a team that works well together, always there to help each other? If you answered yes, East Kent Hospitals NHS Foundation Trust is the place for you.

**About the Trust**

We are one of the largest hospital trusts in England, with five hospitals and community clinics serving a local population of around 695,000 people. We also provide some specialist services for a wider population, including renal services in Medway and Maidstone and a cardiac service for all of Kent based at William Harvey Hospital, Ashford.

**What you’ll be responsible for**:

- Provide a responsive, flexible, customer focussed and reactive complaints response to meet the needs of patients, carers and their families. Using own initiative, or with guidance from the Complaints Manager, deal with and resolve enquiries to support quick resolution, where possible, by providing immediate advice and assistance. If it is not possible to provide the advice instantaneously, then to provide guidance as to when the information will be available.
- Assist the Team Leader - Patient Resolution Services (TM - PRS) to ensure the standards for complaints are delivered in accordance with the Trust’s Complaints, Compliments and PALS policy.
- Raise serious incidents and legal issues, which may be raised through PALS or complaints, with the Team Leader or Senior PALS Officers.
- Provide an open, impartial and sensitive customer service.

**You’ll learn the following whilst working at the trust**:
1. An in depth understanding of the roles and responsibilities involved in working within the NHS

2. Knowledge of the systems used, to effectively complete your role to the highest standard at all times

3. A sense of teamwork, gained through working alongside and supporting colleagues from all levels, within the organisation

**You’ll have the following skills/experience**:

- Excellent communication skills
- both verbal and written
- Microsoft office skills
- Outlook, Word, and Excel
- Ability to meet deadlines and work under pressure
- Previous admin experience
- Very strong admin skills
- Previous NHS experience
- NHS System Knowledge
- This role may require you to show evidence of vocational level 3 qualification or at least 2 years relevant experience._

**As a member of NHS Professionals, you have fantastic benefits**:

- Competitive pay rates
- work this week, get paid next week
- **Essential support when you need it
- 24/7 365 days**:

- call us anytime
- **Multi locational**:

- work across neighbouring Trusts
- **Manage your shifts and timesheets on the go**:

- access your “My Bank” shift portal anywhere, anytime online or through your smartphone
- **Varied working options to suit your lifestyle**:

- access to the Bank gives you options of ad hoc shifts or longer-term placements
- **Training and development opportunities**:

- Keep up with the essentials and more
- **Build holiday allowance for every shift you work**:

- your work life balance is important to us
- **Stakeholder pension scheme available**:

- a flexible future for you and yours

**Who are NHS Professionals?**

As an equal opportunities’ organisation, NHSP is committed to the equal treatment of all current and prospective Bank members and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender reassignment, or marriage and civil partnership. We believe there is a strong case for the Equality, Diversity and inclusion agenda and we strongly encourage suitably qualified applicants form a range of backgrounds to apply.

By joining us you can look forward to a choice of flexible Bank shifts across any of our client Trusts in England, as well as the ability to develop professionally and gain experience in several wards or areas.

**Disclaimer**

NHS Professionals manage your data, please see our Privacy Notice on our website.

**Job Types**: Full-time, Temporary contract

**Salary**: £12.45 per hour

Schedule:

- Monday to Friday

Application question(s):

- Do you have previous admin experience?

Work Location: In person

Reference ID: 71792



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