Complaint Resolution Officer

**Location**: Edgbaston, Birmingham

**ABOUT THE ROLE**

**Role and Responsibilities**:
Provide high-quality administration to the Head of Quality and the team by fulfilling the roles and responsibilities outlined below:
**Complaint Management**
- Review, investigate, and respond to both internal and external complaints using established complaint management methods to formulate responses and provide valuable insights to relevant departments
- Address complaints submitted through the Datix portal, offering comprehensive action plans to Integrated Care Boards (ICBs) or PALs teams
- Ensure that all complaint handling procedures adhere to HealthHarmonie's complaints policy
- Develop a deep understanding of both HealthHarmonie and NHS pathways to provide clear and precise information in complaint responses
- Demonstrate a clear grasp of HealthHarmonie contracts to furnish accurate information in complaint responses
- Identify and report on emerging complaint trends to the Head of Quality, contributing to the development of service improvement plans
- Collaborate with various departments to implement service enhancement initiatives and support the Head of Quality in ensuring accountability for their actions
- Assist with various governance administrative related tasks, including audits, maintaining meeting minutes, ensuring compliance, managing documentation, and supporting governance initiatives

**ABOUT YOU**

This position is well-suited for individuals with prior experience in formal complaint management, with a preference for those who have worked in the healthcare sector.

**Essential Qualifications**:

- Previous experience in formal complaint handling
- Proficiency in various Microsoft software packages
- Exceptional organisational and time management skills, with the ability to manage your workload effectively
- Strong communication and rapport-building skills, adaptable to different work environments
- Capability to identify root causes of problems or events and implement action plans for service improvements
- Excellent written communication skills, including spelling and grammar, with a keen eye for detail
- Ability to communicate effectively with a diverse range of people, even in emotionally charged situations

**Desirable Qualifications**:

- A solid understanding of the healthcare sector
- Familiarity with CQC regulations
- A 2:1 degree in a relevant field

**Benefits**:

- Competitive salary
- Outstanding opportunities for career progression, with many members of our management team having been promoted from within the company
- Paid overtime
- Pension scheme
- NHS employee discounts
- Annual salary review
- Flexible working arrangements

**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 all the UK. We work in partnership with several NHS Clinical Commissioning Groups nationwide to provide patients with access to community services closer to their home.

By joining the HealthHarmonie family you will be a part of the fundamental infrastructure needed to deliver excellent patient care across the UK.