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Senior Complaints Officer

2 months ago

AshtonUnderLyne, United Kingdom Pennine Care NHS Foundation Trust Full time

The successful applicant will be a key member of our Trust's PALS & Complaints Team, coordinating responses to concerns and complaints raised by those that use our services. They will ensure we respond to complaints in a way that resolves them for the person who is raising the concerns and results in service improvements for our organisation.

This will include engaging with the person raising the complaint to agree
the issues to be responded to and outcome sought, preparing the case for
investigation,, screening of investigation reports and drafting of our Trust’s response based on the investigation findings.

As a member of the team, the post holder will contribute to developments in concern and complaints handling processes, the team’s function and deliver training to staff.

It is an opportunity to make an impact on the lives of those that use our services and improve the systems within which our colleagues work.
- Ensuring that complaints are investigated and responded to in accordance with the Trust’s Complaints Policy.
- Offering support and advice to people raising complaints and Trust staff throughout the complaints process.
- Identifying the most appropriate means of resolving the complaints received whilst also making sure that they are thoroughly investigated and any opportunity for learning is identified.

Full details can be found in the job description.

We are proud to provide high quality mental health and learning disability services, both inpatient and in the community across five boroughs of Greater Manchester - Bury, Oldham, Rochdale, Stockport and Tameside and Glossop.

Our vision is for a happier and more hopeful life for everyone in our communities and our staff work hard to deliver the very best care for the people who use our services. We’re really proud of our #PennineCarePeople and do everything we can to make sure we’re a great place to work.

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