Divisional Complaints Lead

2 weeks ago

Salford, United Kingdom Northern Care Alliance NHS Foundation Trust Full time

Salford care Organisation are looking for enthusiastic, committed person to join their team. You will manage the PALS and Complaints Service for the divisions. You will need management experience and excellent communication (verbal and written), organisation and time management skills and a proactive approach to manage, develop and improve the complaints response service we deliver to our patients. You will take a key role, alongside the divisional leadership teams and the NCA Complaints team, in effectively managing the PALS and Complaints and identifying any areas for improvement to meet targets.

The role will lead the management of the complaints process across the four divisions. This will include the investigation and co-ordination of formal complaints working alongside the Senior/Nursing Managers and service teams to ensure high quality and timely responses in line with the trust’s KPIs.

The Northern Care Alliance NHS Foundation Trust (NCA) brings together staff and services from Salford Royal NHS Foundation Trust (SRFT) and The Pennine Acute Hospitals NHS Trust (PAT). Our dedicated team of around 20,000 staff - our NCA Family - provide a range of community and hospital services to over one million people across Bury, Oldham, Rochdale and Salford, as well as providing more specialist care services to patients across Greater Manchester and beyond. Our Care Organisations are designed to operate within a group arrangement of hospitals, community, and healthcare services. Together they manage and are responsible for the day-to-day running of their hospital and community services, ensuring the safe delivery of high-quality care at scale. Salford Care Organisation is responsible for a range of community and primary care services across the city and at Salford Royal Hospital. It also provides specialist services to Greater Manchester and beyond. We aim to deliver safe, clean and personal care to all. Salford Royal was the first hospital in the north of England to achieve the highest rating of Outstanding by the Care Quality Commission. It’s now the major trauma centre for Greater Manchester and the hub site for high-risk emergency general surgery for Salford, Bolton and Wigan.
- The role will lead the management of the complaints process within the divisions of MCCN, Surgery, Tertiary Medicine and Integrated Care, working in close partnership with the Divisional management teams.
- This will include the investigation and co-ordination of formal complaints working alongside the senior/nursing managers and service teams to ensure high quality and timely responses.
- The postholder will also be responsible for maintaining a performance management function within the divisions to ensure compliance with standards.
- The postholder will play an important role in ensuring that we can learn from complaints and implement changes where necessary to improve the care and experience offered to patients
- The postholder will support the divisions in other aspects of patient care/experience as directed by the Managing Director and or the Divisional Director of Nursing.
- The postholder will be expected to work to the values of the organisation and support the delivery of safe, clean and personal care.
- To lead on the complaints process within the divisions, ensuring that all standards associated with responding to complaints is adhered to.
- To maintain a performance process within the Divisions in order to hold relevant managers and service teams to account and to demonstrate our performance against standards.
- To develop recovery plans and trajectories where performance falls below expected standards.
- To co-ordinate the management of complaints in the Divisions, liaising with the relevant managers, clinical directors and service teams appropriately.
- To act as the primary/lead investigator in all complaints making sure the investigation address concerns raised by complainants.
- To ensure lessons are learned from complaints
- To implement a process to track the completion of all action plans as part of a learning and continuous improvement behaviour.
- To support the Divisional Director of Operations and the Divisional Director of Nursing in any other relevant aspects of governance/patient experience where appropriate to the role.
- To monitor and present trend associated with complaints and to recommend areas for targeted improvement.
- To produce a monthly performance report to the Divisional Operations & Performance Committee and Divisional Governance Committee.
- To attend and represent the Division at the weekly Trust complaint performance meeting and other meetings as requested.

  • Complaints Handler

    4 weeks ago

    Salford, United Kingdom Page Personnel Full time

    Opportunity to work for a leading Telecom business - Excellent benefits **About Our Client**: Our client is a leading Telecoms provider, with a great reputation on the market. They are looking for Complaints Handlers to join the team, as they are going through a period of growth and are looking to expand the team. This role offers excellent career...

  • Complaints Handler

    1 month ago

    Salford, United Kingdom Page Personnel - UK Full time

    Opportunity to work for a leading Telecoms business - Excellent career progression **About Our Client**: This company is a renowned player in the Technology and Telecoms industry. With a workforce of over 2,000 employees, it operates in a fast-paced and innovative environment. The company is situated in Salford Quays and is committed to fostering a culture...

  • Complaints Handler

    1 month ago

    Salford, United Kingdom Page Personnel - UK Full time

    Opportunity to work for a leading Technical business - Excellent benefits **About Our Client**: Our client is a leading technical provider, with a great reputation on the market. They are looking for Complaints Handlers to join the team, as they are going through a period of growth and are looking to expand the team. This role offers excellent career...

  • Complaints Handler

    4 weeks ago

    Salford, United Kingdom Page Personnel - UK Full time

    Opportunity to work for a leading Telecom business - Excellent benefits **About Our Client**: Our client is a leading Telecoms provider, with a great reputation on the market. They are looking for Complaints Handlers to join the team, as they are going through a period of growth and are looking to expand the team. This role offers excellent career...

  • Complaints Handler

    4 weeks ago

    Salford, United Kingdom Page Personnel - UK Full time

    Opportunity to work for a leading Telecoms company - Excellent benefits **About Our Client**: Our client is a leading technical provider, with a great reputation on the market. They are looking for Complaints Advisors to join the team, as they are going through a period of growth and are looking to expand the team. This role offers excellent career...

  • Complaints Handler

    1 month ago

    Salford, United Kingdom Page Personnel - UK Full time

    Opportunity working for a leading Telecoms business - Excellent career progression **About Our Client**: This company is a well-established entity in the Technology & Telecoms sector, boasting a significant workforce in numerous locations around the UK. The firm is renowned for its innovative approach, commitment to customer satisfaction, and strong...

  • Executive Complaints Handler

    5 days ago

    Salford, United Kingdom TalkTalk Full time

    '''Job Summary''' **Job Description**: **Who are TalkTalk?** TalkTalk are the UK’s leading value for money connectivity provider. We believe that simple, affordable, reliable and fair fibre should be available to everyone. **The role** Effective complaint management is critical to customer satisfaction. This role manages high level complaints escalated...

  • Customer Complaints Handler

    4 days ago

    Salford, United Kingdom Bupa Global Full time

    Customer Complaints Handler Job Description: Customer Complaints Handler Salford Quays, Brighton, Staines or Leeds Permanent, Full Time (37. 5 hours) Salary is from £24,500 - £26K depending on location Hybrid home and office working options available once signed off - This is not a fully remote working position About the job area: We're a...

  • Customer Complaints Handler

    4 days ago

    Salford, United Kingdom Bupa Global Full time

    Customer Complaints HandlerJob Description:Customer Complaints HandlerSalford Quays, Brighton, Staines or LeedsPermanent, Full Time (37. 5 hours)Salary is from £24,500 - £26K depending on locationHybrid home and office working options available once signed off - This is not a fully remote working positionAbout the job area:We're a team that's passionate...

  • Customer Relations

    1 month ago

    Salford, United Kingdom Flexible Solutionz Full time

    My client is a market leading company who have won many awards in the last few years. Due to ongoing growth they are seeking 4 x Customer Service Advisors to join their Complaints Management team. The role will involve managing complaints from end to end, ensuring a satisfactory resolution by both the customer and the companies own standards. Hours of work...

  • Divisional Managing Director

    1 day ago

    Salford, Greater Manchester, United Kingdom Gem Partnership Full time

    Salary: Market Leading Base Salary + Competitive Bonus + LTIP and Excellent Benefits Location: Manchester My client is a rapidly growing FTSE250 listed international organisation, offering a range of solutions to the global Financial & Professional Services sector. As part of their exciting growth plans an outstanding leadership opportunity exists to join...

  • Divisional Managing Director

    1 day ago

    Salford, Greater Manchester, United Kingdom Gem Partnership Full time

    Salary: Market Leading Base Salary + Competitive Bonus + LTIP and Excellent Benefits Location: Manchester My client is a rapidly growing FTSE250 listed international organisation, offering a range of solutions to the global Financial & Professional Services sector. As part of their exciting growth plans an outstanding leadership opportunity exists to join...

  • Complaints Handler

    1 month ago

    Salford, United Kingdom Page Personnel - UK Full time

    Opportunity to work for a leading Technical business - Excellent benefits **About Our Client**: Our client is a leading Telecoms provider, with a great reputation on the market. They are looking for Temporary Customer Service Advisors to join the team, as they are going through a period of growth and are looking customer service advisors to join the team....

  • Divisional Rota Coordinator

    1 month ago

    Salford, United Kingdom Northern Care Alliance NHS Group Full time

    **Interview date** 28/08/2023 - The Northern Care Alliance NHS Foundation Trust (NCA) brings together staff and services from the former Salford Royal NHS Foundation Trust and The Pennine Acute Hospitals NHS Trust. The sheer size, scale and potential of our combined service is huge. Together, we’ve a wealth of skills and resources to share and tap into...

  • Lead Resident Liaison Officer

    2 days ago

    Salford, United Kingdom Equans Full time

    **Requisition ID**: 23483**Domain**: Support Services/Site Management**Job type**: Standard**Schedule**: Full-Time**EQUANS are recruiting for a Lead Resident Liaison Officer to be based in the North West. This is a permanent full-time role working 37.5 hours per week. On offer is a salary of £30,000 company vehicle and benefits package.** **Purpose** To...

  • Management Accountant

    2 days ago

    Salford, United Kingdom Resourcery Group Full time

    Management Accountant | Salford | £40,000 - £50,000 An established Manufacturing business with consistent revenues are looking to appoint an experienced Management Accountant. Having recently invested in core operations, this company are offering a modern alternative to a traditional industry. Reporting into the Finance Director, you will have a range of...

  • Customer Service Team Lead

    6 days ago

    Salford, United Kingdom Leep Utilities Full time

    **ROLE PURPOSE** Leep Utilities owns and operates regulated and non-regulated multi-utility networks across the UK. With sites in MediaCityUK, Liverpool Waters and Canary Wharf, our broad range of capabilities includes electricity, water and wastewater, alongside heating, cooling and hot water services. Leep is the result of a joint venture between the...

  • Customer Service Advisor

    6 days ago

    Salford, United Kingdom TalkTalk Plc Full time

    **PLEASE NOTE THAT WE WILL BE CONDUCTING AN ASSESSMENT DAY ON 05/05.** **Who are TalkTalk?** TalkTalk are the UK’s leading value for money connectivity provider. We believe that simple, affordable, reliable and fair fibre should be available to everyone. **The role** Effective complaint management is critical to customer satisfaction. This role manages...

  • Income Officer

    1 month ago

    Salford, United Kingdom Northern Care Alliance NHS Foundation Trust Full time

    You will play a key role within a small team to support monitoring and income recovery for clinical contracts with commissioners, and will work closely with colleagues in both Divisional Teams and Information colleagues. You will take a lead responsibility in the collating of and production of data to support the monthly monitoring process. The post will...

  • Interim Assistant Director of Nursing Surgery

    4 weeks ago

    Salford, United Kingdom Northern Care Alliance NHS Group Full time

    The Northern Care Alliance NHS Foundation Trust (NCA) brings together staff and services from the former Salford Royal NHS Foundation Trust and The Pennine Acute Hospitals NHS Trust. The sheer size, scale and potential of our combined service is huge. Together, we’ve a wealth of skills and resources to share and tap into and, a wide range of career paths...