Complaints Officer

5 months ago

Birmingham, United Kingdom NHS Birmingham and Solihull Integrated Care Board Full time

The Complaints officer is a key part of the West Midlands Primary Care Complaints Team, which sits within the Office of the West Midlands and will have responsibility for supporting the Senior Complaints Officer to ensure effective operational delivery of the Complaints Service and supporting the ICBs proactive approach to listening and responding to patient and carer feedback.

We are seeking a dedicated post holder to join our complaints team who can display our team values.

Collaborator, support and share in order to achieve our goals.
Share and celebrate success as one team.
Celebrate each other’s unique skills.

The job is suitable for individuals who have a passion for ensuring high quality service is provided to our patients and stakeholders. The individual should demonstrate that they have good attention to detail and is self-motivated and can work under significant pressure and work to demanding timescales.

The job is not suited to people who are not resilient to working in a fast-paced environment, working flexible, in line with ever changing demands within the service and ability to meet tight deadlines.

Working with staff across the organisation as well as a range of external partners and stakeholders, the post-holder is responsible for ensuring the ICB meets all statutory requirements in relation to Complaints, and that a professional, reliable and accessible service is provided consistently across the organization.

Main duties of the job The Complaints officer will work closely with the Senior Complaints Officer in managing a complex caseload of complaints across the West Midlands. The post is suitable for someone with experience in customer relations and concerns/complaint resolution, ideally in the NHS or similar setting. An experienced team manager, they must be able to work effectively with people at all professional levels, both internally and externally.

As a Complaints Officer the post holder will work as part of a dynamic team in delivering an effective service supporting managers and staff in managing complaints.

The post holder is a key member of the team whose overarching goal is to enable, promote and support the effective use of data, information, knowledge and technology to improve, inform and support a portfolio of projects, services, and initiatives.

A Complaints Officer will manage a caseload of complaints from the point of receipt to resolution. This will include;
- Liaising with the complainant and offering them a discussion on the handling of their complaint
- Being the named contact for the complainant throughout the complaints process - keeping them updated proactively
- Liaising with the provider(s) and securing their full and detailed investigation/response in a timeframe in keeping with the West Midlands ICBs key performance indicators
- Ensuring that the response from the provider(s) addresses all of the issues raised in the complaint and is presented in a format suitable to share with the complainant
- Manages the complexity of issues across consent, safeguarding and patient safety arising in complaints - escalating to the Complaints Manager and/or wider team as and when required
- Be able to constantly re-prioritise in the face of fluctuating volumes of work and be resilient in difficult and/or sensitive situations involving conflict, bereavement and challenge
- Negotiate with all parties to ensure that the lead on multi-agency complaints is proportional and appropriate
- The post holder may be required to attend face to face meetings on and off site with patients, complainants and providers in order to facilitate local resolution. This could be at any stage of the process.
- Please Note : For a detailed job description for this vacancy, please see attached Job Description*

As a member of our system you will actively demonstrate system values in all that you do. You will be driven to address health inequalities and create an environment that is inclusive for all people.

In return NHS Birmingham and Solihull can offer you the opportunity to thrive and develop in a team that is supportive, ambitious and inclusive. You will have plenty of opportunities to build your skills and experience, with a chance to work with colleagues across our five Provider Trusts, two Local Authorities, voluntary organisations, Integrated Care Board (ICB) and NHS England to truly effect change and add value.

We know that diversity fosters creativity and innovation and are committed to challenging discrimination, promoting equality of opportunity for all, being a fair and inclusive employer, and creating a place of work in which all of us feel we belong.

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