Head of Complaints

9 months ago

Sheffield, United Kingdom Sheffield Health & Social Care NHS Foundation Trust Full time

We are delighted to be recruiting substantively to the Head of Complaints here at Sheffield Health and Social Care. This is a senior leadership position in the Quality Directorate with responsibility for the Complaints department. The postholder will have a key role in continuing to provide robust leadership, lead the development of policies and procedures relating to complaints functions - complaints and compliments, working with colleagues across the Trust to ensure a coordinated approach and appropriate feedback.
- Manage and continuously develop the Complaints Procedures and, in accordance with national requirements, act as the Trust’s designated Complaints Manager.
- Ensure effective management of the complaints function, both operational and managerial, through excellent corporate governance, reputation management and contributing to organisational learning.
- Operational and managerial responsibility for all matters relating to Complaints and Compliments and other areas of customer feedback and support/signposting.
- Provide expert advice to colleagues across the organisation on issues relating to informal and formal complaints.
- Line manage and take responsibility for the day-to-day management, training and development of staff within the complaints function, ensuring that staff are appraised, empowering staff to fulfil their potential and maximise their contribution to the Quality Directorate.
- Prepare and attend relevant meetings to present papers and reports as required to management and services.
- Deputise for the Head of Clinical Governance and Risk in their absence on all matters relating to their areas of responsibility.

We are passionate about providing the very best care to the people we support, and we're looking for amazing people who share this passion to join us.

What is it that makes our Trust such a special place to work? Well, it's all about the people. Our staff, service users, carers and families all come from such diverse backgrounds and all have expertise and stories to share.

It’s important that you feel supported in your role, that the people who you work with are as passionate as you are and that your health and wellbeing is taken care of

If you're interested in developing your career, you'll have access to a range of training and education opportunities, including apprenticeships, work experience and placements, as well as the chance to get involved in research.

We are all very proud of the difference we make to people's lives each and every day and if that's something that you'd like to be part of we'd love to have you with us.
- Lead the development of policies and procedures relating to complaints functions - complaints and compliments, working with colleagues across the Trust to ensure a coordinated approach and appropriate feedback to services.
- Work with the Patient Safety Specialist and Engagement and Experience Team to develop triangulated reporting and organisational learning arising from complaints and wider service user and carer feedback.
- Work with wider Trust colleagues to administer and oversee informal feedback from service users and carers, working to share information with colleagues and provide prompt response, reporting and identify and share organisational learning.
- Responsible for individual projects, and any other duties within the general scope of the post and appropriate to the grading.
- Demonstrate a commitment to the Trust’s organisational values and beliefs
- Observe and promote the Trust’s policies and procedures including those in respect of conduct, health and safety and equality of opportunities.
- Demonstrate a commitment to ongoing professional development, attending relevant events and learning from good practice elsewhere.

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