Apprentice Complaints

An exciting opportunity has arisen for a highly motivated individual to join our Complaints and Patient Advice and Liaison Service (PALS) Team as an Apprentice Administrator. This is a newly created role bringing together the administrative duties of both the above teams, including the Trusts Interpreting Services.

You will coordinate and deliver the administrative duties with line management responsibility for the band 3 Administrator. You will have excellent IT skills and a calm compassionate disposition.

You will be completing the Level 3 Business Administrator Apprenticeship. If you already hold this qualification at Level 3 or above, then you are not eligible to apply.

Please read the advert and Job Description carefully before applying, ensuring that you clearly demonstrate how you meet the criteria in the person specification.

To be eligible for an Apprenticeship you must meet the following criteria:
Be 16 years old or over

Have the right to work in the UK

Have been permanently resident in the UK for the past 3 years

**PLEASE NOTE**: The post is offered as fixed term; but will become permanent on successful completion of the apprenticeship.

Applications are welcome from people who have lived experience of the care system.

The post holder will work as part of the Complaints and PALS team both at Queen’s and King George Hospitals.

The post holder will provide a high-quality day-to-day administrative service to the Complaints and PALS team and support the team to deal with patient/relatives/visitors issues in an efficient way.

The post holder will be required to speak to clients and be required, on occasions, to de-escalate difficult behaviours in a professional manner, or to ensure a manager is able to assist the client. The role requires effective communication skills, sometimes imparting challenging information.

The post holder will assist in complying with all statutory and regulatory guidelines and ensure high level administration to ensure all internal targets are met, in line with the Trust’s Complaints and PALS policies and procedures.

The post holder will maintain robust, transparent and secure administrative systems, to ensure information is kept efficiently and effectively and complies with corporate and information governance.

Under the leadership of our Chair, Jacqui Smith and Matthew Trainer, our Chief Executive we provide care for the residents of three diverse London boroughs. More than half of our 7,500 strong workforce are from black, Asian and minority ethnic groups and most live in Barking and Dagenham, Havering and Redbridge. We also provide healthcare services to people in south-west Essex, and specialist neurosciences services to the whole of the county.

Our services include all the major specialties of large acute hospitals, operating from two main sites - King George Hospital in Goodmayes and Queen’s Hospital in Romford. We also provide outpatient services at Brentwood Community Hospital, Barking Hospital, Loxford Polyclinic and Harold Wood Polyclinic.

We know we have more work to do to improve waiting times for urgent and emergency care, and this will be one of the many benefits of our closer collaboration with Barts Health. Working with them and with all our partners across north east London, we will find a sustainable solution to enhance patient care.

We are particularly proud of our regional Neurosciences Centre; Radiotherapy Centre; Hyper Acute Stroke Unit; and dedicated breast care service at King George Hospital. We’re also pleased to be part of the NEL Cancer Alliance.

For further information on this role, please see the attached detailed Job Description and Person Specification.