Complaints Resolution Officer

2 weeks ago

Birmingham, United Kingdom HealthHarmonie Full time

**Complaint Resolution Officer
**Role & Responsibilities
Provide high-quality administration and support to the Head of Quality and team by completing the roles and responsibilities detailed below.

**Complaint Management
- The ability to review, investigate and respond to complaints raised, internally and externally using complaint management methodologies to form the response and provide lessons learnt back to the relevant departments.
- Respond to complaints raised through the Datix portal, providing robust action plans back to the relevant ICBs (Integrated Care Boards) or PALs teams
- Ensure all complaints are completed in line with HealthHarmonie's complaints policy.
- A clear understanding of both HealthHarmonie and NHS pathways to provide clear and accurate information in complaint responses.
- A Clear understanding of HealthHarmonie contracts to provide accurate information in complaint responses.
- The ability to recognise and report on complaint trends to the Head of Quality and support in the creation of service improvement plans
- Work with wider departments to implement service improvement projects and support the Head of Quality in holding those departments accountable to their actions.

**About you**

This role would be suitable for an individual who has had previous experience in formal complaint management. Experience within the Healthcare sector would be advantageous for applicants.

**Essential Criteria**
- Previous formal complaint-handling experience
- Excellent computer literacy skills and fully proficient in all Microsoft packages
- Exemplary organisation and time management skills, being able to manage your own time effectively is key for this role.
- Communication & Rapport building skills are vital for this role as well as being able to adapt your skills to the environment you are working in
- Ability to identify the root cause of problems or events and implement actions plans as part of service improvements
- Excellent written communication including spelling and grammar and demonstrable attention to detail
- Ability to communicate with a broad range of people and on occasion, in emotive conditions

**Desirable**

***
- A good understanding of the Healthcare Sector
- A good understanding of CQC regulations
- 2:1 in an appropriate degree.

**Benefits**
- Excellent Career Progressions -many members of our management team have been promoted from within the company
- Paid Overtime
- Pension Scheme
- NHS Employee Discounts
- Annual Salary Review
- Flexible working
- 1-day annual leave earnt for every year of service

**Expectations
Your first few weeks with us will involve a comprehensive training programme which will provide you with the skills to be successful in the role. This training is a vital part of the start of your career with us and you will need to commit to full attendance during this time.

**About us**

****

HealthHarmonie Ltd is a fast-paced, growing organisation that operates from the vibrant city centre of Birmingham. Established in 2003, the company has grown with the ever-changing healthcare industry and developed its presence across the UK. We work in partnership with several NHS Clinical Commissioning Groups, and NHS Trusts nationwide to provide patients with access to community services closer to their homes.

By joining the HealthHarmonie family you will be a part of the fundamental infrastructure needed to deliver excellent patient care across the UK. Whether this is joining us in a clinical role or an administration role your presence in HealthHarmonie is vital. All our roles require you to have an innovative thought process, and a willingness to learn new skills and they want to oversee your career by taking ownership of the role you are completing.

**Diversity
IND2

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