Complaints Officer

3 weeks ago


Sheffield, United Kingdom Reed Business Support Full time

I am currently recruiting for a complaints officer to work on behalf of a leading public health organisation based in the S10 postcode.

**Duties will include**:

- To be responsible for handling complaints, as delegated by the Complaints Manager, in line with Trust policy.
- Work closely with Divisions, service managers and clinical staff, to provide a timely and effective complaints investigation process.
- Administrate complaint investigations and provide a quality, comprehensive, concise unbiased report within the allocated timescale, planning action plans for improvements where appropriate.
- Work collaboratively on joint complaint investigations with the relevant investigators.
- Undertake the initial contact with the complainant to identify and agree the complaint resolution for the complaint investigation, and take formal minutes of meetings with complainants.
- Ensure the findings and recommendation of the investigation are discussed and agreed with the responsible managers
- Draft response letters on behalf of the Chief Executive and with involvement of the Divisions.
- Ensure the complainant/patient is kept up to date with the progress of their investigation
- To be to communicate complex, highly distressing and sensitive information in an appropriate manner in writing, in person and by telephone
- Support the Complaints Manager to ensure regular updates are available on the progress of complaints for completion of the complaints escalation report.
- Maintains systems for recording and reporting of ongoing complaint investigations.
- Quality checking of draft responses, against agreed resolution plans, to ensure that responses provide the required level of accuracy and detail
- Facilitate effective resolution meetings with complainants, on behalf of the Divisions, ensuring there are accurate records and appropriate actions taken
- Manage ongoing workload and deadlines whilst dealing with frequent interruptions to planned work, this may involve urgent issues which require immediate attention.
- Collate data relating to compliments and process this monthly to inform reporting.

**To be successful in this role you will have the following skills/experience**:

- Be customer service focussed
- Have strong experience of handling complaints in writing/via phone from start to finish
- Be confident to challenge staff where required throughout the process
- Have excellent IT skills and be able to pick up new systems quickly
- Be empathetic to complainants
- Feel confident working as part of a team
- Have an understanding of GDPR and data protection

An attractive hourly rate of £14.92 (PAYE) is on offer and the hours of work are from 9am to 5pm Monday to Friday.

**What Reed can offer you as a temporary employee**:

- A dedicated consultant who will act as your key point of contact during and between any bookings
- Secure & online time sheet system which is quick and easy to use
- A self-service portal to access holiday requests/ Payslips/ P45 at your own leisure
- A dedicated payroll team
- Access to free training
- Access to discount club/ healthcare/ reed rewards
- Pension /paid holiday scheme/ maternity benefits
- Contacts for other Reed consultants and divisions
- Opportunities to work with some of the UKs leading employers including local authorities, NHS and local SME's



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