Senior Complaints Officer

3 weeks ago


Durham, United Kingdom North of England Commissioning Support Full time

The North of England Commissioning Support Unit (NECS) supports North England and North Cumbria Integrated Care Board (NENC ICB) by providing services to ensure patient safety and clinical quality are managed. This includes the provision of a robust complaint resolution service. The NECS clinical quality team also manages corporate complaints regarding NECS services and provides a comprehensive complaints service for patients and carers. We work with the ICB to provide local analysis to support the commissioning of health service improvements.

The post holder will have responsibility for a caseload of complaints and will provide support to complainants and staff, working within local and national regulations and guidance to achieve the best outcome for the complainant. The post holder will be skilled in influencing and negotiating to ensure that the complaints process flows smoothly within the relevant timescales, communicating with all levels of staff and service users. The post holder will have a leadership role in relation to complaints along with line management responsibility and significant involvement in continuous improvement within the complaint management process.



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