Senior Complaints Coordinator
2 weeks ago
Band 5
**Main area**
- Corporate
- **Grade**
- Band 5
- **Contract**
- Permanent
- **Hours**
- Part time - 30 hours per week (30 hours per week)
- **Job ref**
- 164-4918145**Site**
- Queens Medical Centre
- **Town**
- Nottingham
- **Salary**
- £27,055 - £32,934 per annum
- **Salary period**
- Yearly
- **Closing**
- 23/01/2023 23:59Job overview
You will act as a point of contact for complainants and work closely with complaint investigators throughout the complaint investigation process. You would need to have an excellent working knowledge of the NUH Management of Complaints & Feedback Policy and the Local Authority Social Services and NHS Complaint Regulations (2009). Someone committed to working for the NHS with experience and a focus for delivering excellent customer service and learning from feedback would be ideal for the role.
In this varied and very interesting role you would manage a caseload of complaints and work in a busy fast paced environment working within a structed process.
You will be confident in dealing with difficult and sensitive situations.
There is a requirement to produce accurate and compassionate letters and therefore the ability to type with a good eye for detail is essential.
You would also need to produce reports using Microsoft excel and PowerPoint and be confidence in the delivery of training.
Main duties of the job
In addition to the below summary you need to familiarise yourself with full Job Description and Person Specification documents attached to this advert.
Managing a caseload of complaints from receipt to the final response.
Coordinating the complaints workload with the support of a Complaints Officer, adhering to fixed timescales, ensuring these are achieved.
Arrange and facilitate local resolution meetings.
Produce reports, identifying themes and trends.
Deliver training.
Working for our organisation
We are committed to providing a person-centred, responsive service and this vacancy would suit someone with excellent customer service skills who can demonstrate a commitment to the NHS and the values and behaviour standards of the Trust.
As a team we pride ourselves on being a tight knit, friendly team who support each other and treat each other with kindness and respect. We are a very hard working team who maintain a positive attitude and take pride in the work that we do.
We are a patient facing service primarily based at the QMC; there will be a need to work across both hospital sites, working at the City Hospital when required.
Our office hours are 8.30am to 4.30pm, Monday to Friday.
Detailed job description and main responsibilities
Nottingham University Hospital’s NHS Trust is committed to providing an integrated Trust-wide 4C’s service, incorporating the management of Complaints, Patient Advice and Liaison Service (PALS), concerns, comments and compliments. The service will provide a high quality, responsive support to patients, relatives, carers and staff.
The post-holder will have a key role within the Divisional Management Team in delivering a patient-centred service for all aspects of the 4C’s. This will incorporate, in conjunction with the Divisional Management Team, facilitating immediate resolution of concerns, and where appropriate supporting patients and carers through the progression of concerns through the NHS Complaints procedure.
Person specification
Training & Qualifications
Essential criteria
- Educated to degree level or equivalent experience.
- NVQ 4 in Customer Care
- ECDL / RSA II typing or equivalent.
- Experience of complaints handling and/or Patient Advice Liaison Services or in a customer service setting.
Experience
Essential criteria
- Experience in a Health or social care setting, including working with people especially those who are distressed or angry
- Experience of multi-agency and partnership working.
- Experience in the analysis of data and production of reports
- _________________________________________
Bring your whole self to work for us at NUH. We love diversity and we value your difference, your unique skills, knowledge and experience. Becoming one of our people may realise your potential, helping us to raise our performance in delivering world class healthcare to the diverse patient populations we serve.
**Salary**: The quoted salary will be on a pro rata basis for part time workers.
Disability Confidence: All applicants who have declared a disability and who meet the essential criteria for the post will be shortlisted.
At Risk of redundancy: NHS employees within the East Midlands who are ‘at risk’ of redundancy will be given a preferential interview where they meet the essential criteria of the person specification.
ID and Right to work checks: NUH authenticate all ID and right to work documentation such as passports, visa’s and driving license through a system called Trust ID. NUH will scan your ID and right to work documentation in to the Trust ID system at your face to face ID
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