![East Suffolk and North Essex NHS Foundation Trust](https://media.trabajo.org/img/noimg.jpg)
Pals & Complaints Coordinator
3 days ago
An exciting opportunity has arisen within the current PALS & Complaints team at ESNEFT, on a full time, permanent basis specifically within the PALS office at Ipswich Hospital.
The focus of this post is to support service users in the resolution of their enquiries, concerns and complaints. You will work closely with a wide range of departments and staff.
**To be successful in this role, you should have the following**:
- GCSE in English Language, Grade C or equivalent
Proven customer service experience
IT skills and knowledge of Microsoft programmes
Excellent interpersonal skills and a good telephone manner
Ability to generate professional correspondence
Have an eye for detail
The ability to work to deadlines often under pressure
The competence to work independently
You will be based on site primarily in the PALS office at Ipswich Hospital but will be expected to contribute to the full PALS & Complaints team and across both ESNEFT sites as needed.
Reporting to the PALS & Complaints Manager, the post holder will support the delivery of positive Patient Experience initiatives at ESNEFT.
You will possess excellent listening and interpersonal skills including the ability to effectively manage relationships internally and externally, demonstrate empathy, impartiality and sensitivity when dealing with all forms of correspondence from patients or their representatives relating to health service concerns.
You must be able to recognise the needs of patients, their families and carers and be able to communicate complex and sensitive or contentious information with tact, diplomacy and understanding.
Good listening skills and an awareness of the need for discretion and high levels of confidentiality are essential and the role also demands outstanding organisational and time management skills, as well as the ability to manage competing priorities against tight deadlines.
We are ESNEFT and we provide hospital and community health services to almost one million people across east Suffolk and north Essex. Our dedicated staff deliver care from acute hospitals in Colchester and Ipswich, community hospitals, surgeries, community clinics and in patients’ own homes.
We are the largest NHS organisation in East Anglia, employing more than 12,000 staff.
We pride ourselves on supporting our staff. We offer a wide range of training and development opportunities, as well as flexible working options.
Along with supporting you to achieve your career goals we offer a generous pension scheme, unsocial hours payments (where applicable), 27 days annual leave on commencement (pro rata) and access to a range of NHS discounts. Our Staff Health and Wellbeing programme offer a variety of services.
Our philosophy is that Time Matters to everyone. Across the Trust, we concentrate on improving the things we do and removing those which cause time delays for our staff and patients.
We are investing in our commitment to Time Matters with a partnership with leading electronic patient record (EPR) supplier Epic. This digital transformation will bring what’s widely regarded as the world’s best EPR system to ESNEFT, transforming life in hospital for staff and patients.
If you are passionate about patient care and want to develop your skills and knowledge, then we want to hear from you.
**Purpose of Role**:
**This means specific accountability to**: Co-ordinate and facilitate the Trust’s Complaints/PALS policy on behalf of the Trust and to act as a central point of contact for all concerns, complaints and compliments.
To provide a welcoming, professional and high quality Complaints/PALS service and environment encouraging patients, carers and visitors to access the service. To ensure the service is accessible, friendly, compassionate and caring.
Contribute to the fulfilment of schedules and meeting of deadlines to support Divisions and departments.
Act as an interface between complainants or PALS enquirers and Trust staff.
To build and maintain good professional working relationships with clinical and non-clinical staff across the Trust and beyond to ensure the speedy resolution of problems.
Deal tactfully and diplomatically in a professional and empathetic manner with distressed patients/relatives/carers and members of the general public wishing to raise concerns, acknowledging their heightened level of anxiety and overcoming difficulties with any language barriers.
Maintain the smooth running of the department ensuring targets for answering and responding to enquiries and concerns are met in line with local and national guidance.
Ability to be flexible and prioritise workload in accordance with the provision of a front line and responsive service.
Receive complex, sensitive or emotive complaints, and acknowledge within the timeframe set by the Trust’s Complaints Handling policy.
Prepare a draft response as appropriate.
Undertake quality and formatting functions to ensure that complaint response letters are under
-
Pals & Complaints Coordinator
2 months ago
Ipswich, United Kingdom East Suffolk and North Essex NHS Foundation Trust Full time**Purpose of Role**: This means specific accountability to: Co-ordinate and facilitate the Trusts Complaints/PALS policy on behalf of the Trust and to act as a central point of contact for all concerns, complaints and compliments. To provide a welcoming, professional and high quality Complaints/PALS service and environment encouraging patients, carers and...
-
Pals & Complaints Coordinator
2 weeks ago
Ipswich, Suffolk, United Kingdom East Suffolk and North Essex NHS Foundation Trust Full timePurpose of Role: This means specific accountability to: Co-ordinate and facilitate the Trusts Complaints/PALS policy on behalf of the Trust and to act as a central point of contact for all concerns, complaints and compliments. To provide a welcoming, professional and high quality Complaints/PALS service and environment encouraging patients, carers and...
-
Complaints and Pals Co-ordinator
2 months ago
Ipswich, United Kingdom East Suffolk and North Essex NHS Foundation Trust Full timeAn exciting opportunity has arisen within the current PALS & Complaints team at ESNEFT, on a full time, permanent basis specifically within the Complaints Department at Ipswich Hospital. The focus of this post is to support service users in the resolution of their enquiries, concerns and complaints. The post holder will work closely with a wide range of...
-
Complaints and Pals Co-ordinator
2 months ago
Ipswich, United Kingdom East Suffolk and North Essex NHS Foundation Trust Full time**An exciting opportunity has arisen within the current PALS & Complaints team at ESNEFT, on a full time, permanent basis specifically within the Complaints Department at Ipswich Hospital.** **The focus of this post is to support service users in the resolution of their enquiries, concerns and complaints. The post holder will work closely with a wide range...
-
Patient Experience Coordinator
3 weeks ago
Ipswich, United Kingdom Practice Plus Group Full time**About The Role**: Practice Plus Group are seeking a **Patient Experience Coordinator** for our North East Essex (CAS) Service! You will oversee the **administration and co-ordination of all complaints, compliments, healthcare professional feedback (HPF), incidents and concerns** that are received for the region using the dedicated software, Datix. You...
-
Customer Service Coordinator
2 weeks ago
Ipswich, Suffolk, United Kingdom Fawkes and Reece Full timeMy client are a high end residential developer based in Suffolk who are currently looking for a Customer Service Coordinator to join their team for a head office based role.Do you have experience within new build customer care?Do you thrive in a fast paced environment?Do you have good knowledge of the new build property & defects?Day to day duties: Providing...
-
Logistics Coordinator
4 weeks ago
Ipswich, United Kingdom Reed Procurement & Supply Chain Full timeCommodity Coordinator Location: Ipswich (IP3) **Salary**: From 20k A fantastic opportunity has come up to work for a global agricultural business, with over 11,000 people in 35 countries, this is a great opportunity to get your foot in the door to a fantastic career within logistics. What’s involved? - To undertake the matching of both purchase and...
-
Patient Experience Coordinator
2 weeks ago
Ipswich, Suffolk, United Kingdom Practice Plus Group Full timeAbout The Role:Practice Plus Group are seeking a Patient Experience Coordinator for our North East Essex (CAS) ServiceYou will oversee the administration and co-ordination of all complaints, compliments, healthcare professional feedback (HPF), incidents and concerns that are received for the region using the dedicated software, Datix.You will also act as a...
-
Divisional Governance
2 weeks ago
Ipswich, United Kingdom East Suffolk and North Essex NHS Foundation Trust Full timeDo you have a passion for patient safety and experience? If you do we have an exciting opportunity for a hardworking and enthusiastic individual to undertake the role as Divisional Governance & Quality Project Officer for the Division of Integrated Pathways. The division includes Older Peoples Services at Ipswich Hospital, Integrated Therapies, East Suffolk...
-
Permitting Coordinator
22 hours ago
Ipswich, United Kingdom Carrington West Full timePermitting Coordinator Location: Ipswich, Suffolk Are you ready to take your career to the next level with the UK's premier highways maintenance provider? We manage an extensive network of 48,652 km of roads and over 300,000 streetlights, always prioritizing sustainability and minimizing our impact on local communities. We are currently seeking a dynamic and...
-
Permitting Coordinator
1 day ago
Ipswich, United Kingdom Carrington West Full timePermitting Coordinator Location: Ipswich, Suffolk Are you ready to take your career to the next level with the UK's premier highways maintenance provider? We manage an extensive network of 48,652 km of roads and over 300,000 streetlights, always prioritizing sustainability and minimizing our impact on local communities. We are currently seeking a...
-
Warehouse amp Yard Supervisor
2 months ago
Ipswich, United Kingdom OCU Full timeOCU Opals is a leading Telecom Engineering& Utilities company dedicated to delivering excellence. Wepride ourselves on a commitment to efficiency reliability andexceptional service to ourcustomers.RoleOverview:We are seeking adedicated and experienced Warehouse and Yard Supervisor to overseeour operations. The ideal candidate will manage and coordinate...
-
Warehouse amp Yard Supervisor
4 weeks ago
Ipswich, United Kingdom OCU Full timeOCU Opals is a leading Telecom Engineering& Utilities company dedicated to delivering excellence. Wepride ourselves on a commitment to efficiency reliability andexceptional service to ourcustomers.RoleOverview:We are seeking adedicated and experienced Warehouse and Yard Supervisor to overseeour operations. The ideal candidate will manage and coordinate...
-
Permitting Coordinator/ Administrator
1 day ago
Ipswich, United Kingdom Carrington West Full timePermitting Coordinator/ Administrator Location: Ipswich, Suffolk Are you ready to take your career to the next level with the UK's premier highways maintenance provider? We manage an extensive network of 48,652 km of roads and over 300,000 streetlights, always prioritizing sustainability and minimizing our impact on local communities. We are currently...
-
Divisional Governance
1 month ago
Ipswich, United Kingdom East Suffolk and North Essex NHS Foundation Trust Full timeJob summary Do you have a passion for patient safety and experience? If you do we have an exciting opportunity for a hardworking and enthusiastic individual to undertake the role as Divisional Governance & Quality Project Officer for the Division of Integrated Pathways. The division includes Older Peoples Services at Ipswich Hospital, Integrated...
-
Divisional Governance
4 weeks ago
Ipswich, United Kingdom East Suffolk and North Essex NHS Foundation Trust Full timeJob summary Do you have a passion for patient safety and experience? If you do we have an exciting opportunity for a hardworking and enthusiastic individual to undertake the role as Divisional Governance & Quality Project Officer for the Division of Integrated Pathways. The division includes Older Peoples Services at Ipswich Hospital, Integrated...
-
Case Manager
4 weeks ago
Ipswich, United Kingdom Sovereign & Bale Full timeCase Manager Ipswich probation CFO3, 9 - 5 Monday to Friday Who are we? We are a progressive charity on an exciting journey to help five times more people over the next five years. For over 30 years we have supported disabled and disadvantaged people to make positive changes to their lives through training and employment, andour ambitious plans need the...
-
Technical Service Engineer
3 weeks ago
Ipswich, United Kingdom Bennett & Game Recruitment Full timeTechnical Service Engineer required for my client based near to Ipswich, who work within the food machinery industry of engineering. They are looking for a service engineer who can go and visit clients, across the country. The successful Technical Service Engineer will report to the Calibration and Service Department and be part of the team that processes...
-
Resident Liaison Officer
1 month ago
Ipswich, United Kingdom Panoramic Associates Full timePanoramic Associates is currently recruiting a Resident Liaison Officer situated within the Investment and Compliance Department. You'll play a pivotal role in the daily management of programme and project administration tasks, including coordinating resident liaison activities. Job Title: Resident Liaison Officer Location: Colchester (Once a...
-
Resident Liaison Officer
4 weeks ago
Ipswich, United Kingdom Panoramic Associates Full timePanoramic Associates is currently recruiting a Resident Liaison Officer situated within the Investment and Compliance Department. You'll play a pivotal role in the daily management of programme and project administration tasks, including coordinating resident liaison activities. Job Title: Resident Liaison Officer Location: Colchester (Once a...