Complaints Officer
5 months ago
Providing assistance to all parties to achieve effective, speedy local resolution. Resolving concerns and complaints quickly and informally where possible and being able to de-escalate potentially challenging situations. Recognising situations of concern, such as aggression, incidents, potential safeguarding concerns or matters impacting on the reputation of the Trust, and acting appropriately, and knowing when and how to escalate appropriately. Identifying issues that relate to other organisations and correctly signposting, quickly and effectively.
Liaising with identified Care Group/Governance staff to provide a seamless service to service users, relatives and carers in the resolution of concerns, and checking progress of any investigation and providing assistance if necessary. Attending Local Resolution Meetings (LRMs) to support Trust staff or service users in resolving their complaint. Documenting accurate and contemporaneous details of concerns of service users, relatives and carers and keeping a record of outcomes of interventions. Maintain high standards of quality in all verbal and written communications, with both internal and external users of the service Ensure complete, accurate and up to date records are kept of all enquiries, using the Datix database, which meet the requirements of the Local Authority Social Services and NHS Complaints Regulations (2009).
Facilitating meetings and discussions with service users, relatives and carers for the purpose of solving concerns. Providing notes and records of such meetings where appropriate. Responsibility to extract the key information for investigation on receipt of complaints and feedback, and for reviewing and proof reading all formal written complaint responses in order to meet the Trusts quality objectives, including contributing to a reduction in the number of complainants who tell us they are dissatisfied with our responses. Responsibility to collate, proof read quality assure responses to ensure they meet the Trusts standards; confidently able to analyse and challenge the information provided where necessary.
Provide cover when colleagues are absent from the office, either on annual leave or through sickness to ensure that all enquirers receive a timely response. This will include dealing with other caseworkers existing cases or logging new cases and acknowledging new enquiries coming into the service when there are no administrators available. Contribute and input to the departments reporting quotas and provide clear summaries of issues on request. Positively promoting the profile of the Patient and Family Experience Team, raising awareness of its functions across the organisation and enhancing interactions.
Extracting data from the Datix database to contribute to reports or in response to internal requests for information made by other Trust services. Inputting any patient experience data as required to support the wider team. Building and maintaining good relationships with all clinical and non-clinical staff in all departments. Assisting the supervision/development of the Patient Experience Administrators
-
Complaints Officer
5 months ago
Truro, United Kingdom Royal Cornwall Hospitals NHS Trust Full timeAn exciting opportunity has arisen to join the existing Patient and Family Experience Team as a Complaints Officer. In this role, you will contribute to the vision of the wider Patient Experience Team in coordinating and managing a range of complaints in a professional and values based manner, responding promptly, effectively and efficiently to resolve...
-
Information Governance Officer
5 months ago
Truro, United Kingdom Cornwall Council Full time**About the role** The Feedback and Information Governance team covering Together for Families and Care and Wellbeing has some fantastic opportunities for Complaints and Freedom of Information Officers wanting to make a difference. Cornwall Council strives to provide a high standard of service to our customers, who are at the centre of what we do. As a...
-
Brand Liaison Officer
2 weeks ago
Truro, Cornwall, United Kingdom RGB Recruitment Full timeResident Liaison Officer - TruroRGB Recruitment is seeking a Resident Liaison Officer to join their team on a permanent basis. The successful candidate will be responsible for managing residents' expectations, rearranging or postponing works, and handling customer complaints and issue resolution.Key Responsibilities:Manage residents' expectations,...
-
Brand Liaison Officer
2 weeks ago
Truro, Cornwall, United Kingdom RGB Recruitment Full timep>h3>Resident Liaison Officer - Trurop>A leading Property Services contractor is seeking a Resident Liaison Officer to join their team on a permanent basis. The successful candidate will be responsible for managing residents' expectations, rearranging or postponing works, and handling customer complaints and issue resolution. They will also deliver customer...
-
Brand Liaison Officer
2 weeks ago
Truro, Cornwall, United Kingdom Sphere Solutions Full timeResident Liaison Officer - West/Mid CornwallA reputable and well-established maintenance and refurbishment contractor is seeking a Resident Liaison Officer to provide effective communication between customers, site teams, and the client on two sites in West Cornwall.Your time will be split between site (West Cornwall), office (Mid Cornwall), and there will...
-
Customer Experience Officer
5 months ago
Truro, United Kingdom iWork Recruitment Limited Full timeContract to start on 01-04-24 until 21-06-24 with a possible extension. **Role purpose** This role sits within the new Customer Experience team in Customer Access & Digital Services and will support the centralisation of the Directorate feedback process. The feedback process covers compliments, comments/suggestions and complaints. The role will have the...
-
Community Engagement Officer
2 weeks ago
Truro, Cornwall, United Kingdom Sphere Solutions Full timeAt Sphere Solutions, we are seeking a skilled Community Engagement Officer to provide effective communication between customers, site teams, and clients on two sites in West Cornwall.Your time will be split between site (West Cornwall), office (Mid Cornwall) and there will be the requirement to travel to the Exeter office for meetings, occasionally.Manage...
-
Brand Liaison Officer
3 weeks ago
Truro, Cornwall, United Kingdom Sphere Solutions Full timeResident Liaison Officer - West/Mid CornwallA reputable and well-established maintenance and refurbishment contractor, Sphere Solutions, is seeking a Resident Liaison Officer to provide effective communication between customers, site teams, and the client on two sites in West Cornwall.Your time will be split between site (West Cornwall), office (Mid...
-
Brand Liaison Officer
3 weeks ago
Truro, Cornwall, United Kingdom Sphere Solutions Full timeResident Liaison Officer - West/Mid CornwallA reputable and well-established maintenance and refurbishment contractor, Sphere Solutions, is seeking a Resident Liaison Officer to provide effective communication between customers, site teams, and the client on two sites in West Cornwall.Your time will be split between site (West Cornwall), office (Mid...
-
Brand Liaison Officer
3 weeks ago
Truro, Cornwall, United Kingdom Sphere Solutions Full timeResident Liaison Officer - West/Mid CornwallA reputable and well-established maintenance and refurbishment contractor, Sphere Solutions, is seeking a Resident Liaison Officer to provide effective communication between customers, site teams, and clients on two sites in West Cornwall.Your time will be split between site (West Cornwall), office (Mid Cornwall),...
-
Brand Liaison Officer
3 weeks ago
Truro, Cornwall, United Kingdom Sphere Solutions Full timeResident Liaison Officer - West/Mid CornwallA reputable and well-established maintenance and refurbishment contractor, Sphere Solutions, is seeking a Resident Liaison Officer to provide effective communication between customers, site teams, and clients on two sites in West Cornwall.Your time will be split between site (West Cornwall), office (Mid Cornwall),...
-
Brand Liaison Officer
3 weeks ago
Truro, Cornwall, United Kingdom RGB Recruitment Ltd Full timeResident Liaison OfficerRGB Recruitment Ltd is seeking a skilled Resident Liaison Officer to join their team on a permanent basis. The successful candidate will be responsible for managing residents' expectations, rearranging or postponing works, and delivering exceptional customer service.Key Responsibilities:Manage access notifications and...
-
Brand Liaison Officer
3 weeks ago
Truro, Cornwall, United Kingdom RGB Recruitment Ltd Full timeResident Liaison OfficerRGB Recruitment Ltd is seeking a skilled Resident Liaison Officer to join their team on a permanent basis. The successful candidate will be responsible for managing residents' expectations, rearranging or postponing works, and delivering exceptional customer service.Key Responsibilities:Manage access notifications and...
-
Brand Liaison Officer
2 weeks ago
Truro, Cornwall, United Kingdom RGB Recruitment Full timeResident Liaison Officer - TruroA leading Property Services contractor is seeking a Resident Liaison Officer to join their team on a permanent basis. The successful candidate will be responsible for managing residents' expectations, rearranging or postponing works, and handling customer complaints and issue resolution.Key Responsibilities:Manage access...
-
Resident Liaison Officer
2 weeks ago
Truro, Cornwall, United Kingdom Sphere Solutions Full timeJob Title: Resident Liaison Officer - Customer Service RepresentativeJob Summary: We are seeking a highly skilled Resident Liaison Officer to provide exceptional customer service and communication skills to our residents and site teams. The successful candidate will be responsible for managing resident expectations, resolving customer complaints, and...
-
Resident Liaison Officer
4 weeks ago
Truro, United Kingdom CV-Library Full timeResident Liaison Officer – West/Mid Cornwall A reputable and well-known maintenance and refurbishment contractor are seeking a RLO to provide effective communication between the customers, site teams and the client on two sites in West Cornwall. Your time will be split between site (West Cornwall), office (Mid Cornwall) and there will be the...
-
Resident Liaison Officer
2 weeks ago
Truro, Cornwall, United Kingdom RGB Recruitment Full timeJob Title: Resident Liaison Officer - Property ServicesAbout the Role:RGB Recruitment is seeking a Resident Liaison Officer to join their team on a permanent basis. The successful candidate will be responsible for planned and project works in Painting, Roofing, Flooring, Passive and Active Fire Protection, Kitchen and Bathroom Replacements across various...
-
Resident Liaison Officer
4 weeks ago
Truro, United Kingdom CV-Library Full timeResident Liaison Officer – Truro A market leading Property Services contractor are looking for a Resident Liaison Officerto join their team on a permanent basis. This well-established company’s portfolio offers a full spectrum of property services including: Planned and Project works in Painting, Roofing, Flooring, Passive and Active Fire...
-
Tenant Liaison Officer
3 weeks ago
Truro, United Kingdom RGB Recruitment Ltd Full timeResident Liaison Officer – TruroA leading Property Services contractor is seeking a Resident Liaison Officer to join their team on a permanent basis. This well-established company's portfolio offers a full spectrum of property services including planned and project works in painting, roofing, flooring, passive and active fire protection, kitchen and...
-
Tenant Liaison Officer
3 weeks ago
Truro, United Kingdom RGB Recruitment Ltd Full timeResident Liaison Officer – TruroA leading Property Services contractor is seeking a Resident Liaison Officer to join their team on a permanent basis. This well-established company's portfolio offers a full spectrum of property services including planned and project works in painting, roofing, flooring, passive and active fire protection, kitchen and...
