Complaints Officer

2 weeks ago

Epsom, United Kingdom Epsom and St Helier University Hospitals NHS Trust Full time

The Complaints Officer plays a vital role within the team, providing a key point of contact for complainants, Trust staff and external stakeholders. The Complaints Officer will develop good working relationships with complainants, providing them with clear support and guidance as needed, and facilitate handling of their complaint to ensure that, using information provided following investigation, their questions and concerns are adequately addressed.

The Complaints Officer is responsible for supporting the effective delivery of the Trust’s complaints function, providing clear and thorough responses that are sent to complainants in a timely way (and in-line with local targets and statutory requirements).

Complaints Team

The Complaints Team operates in a very busy working environment, and is a key part of the Trust’s wider Patient Experience Team. The views of people who use our services are important to us. We want to know when things have gone well, but also when we don’t get things right, so we can learn from our mistakes.

Educated to A level grade C or above, an NVQ level 4 (or relevant experience), the post-holder will possess excellent written and oral communication skills. Able to work in a high-pressure environment, they will demonstrate the ability to prioritise their workload and deliver competing tasks. A keen and capable team player, the post-holder must also be able to work autonomously, providing a high quality service to our patients and service users.A significant proportion of the Complaints Officer’s work will focus on facilitating the receipt of information from the relevant staff, reviewing this to ensure it addresses all of the concerns raised in a complaint, and drafting an appropriate response for senior sign off and approval

Epsom and St Helier University Hospitals NHS Trust provides a range of medical services to approximately 490,000 people living across southwest London and northeast Surrey. In addition, we provide more specialist services, in particular renal and neonatal intensive care, to a wider area, covering parts of Sussex and Hampshire.
We serve an area that is rich in diversity, with a mix of urban and rural areas, and differing levels of quality of life. We cover some of the most prosperous postcodes in the country, as well as some poorer areas. Together with our colleagues at NHS Surrey and NHS Sutton and Merton, we work to make sure that we deliver the best possible care to the communities we serve.
The Trust employs approximately 5,000 staff across its hospitals and is supported by over 500 volunteers.

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