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Complaints Resolution Specialist

2 months ago

Birmingham, Birmingham, United Kingdom NHS Birmingham and Solihull Integrated Care Board Full time
Job Summary

The Complaints Officer will play a key role in the West Midlands Primary Care Complaints Team, supporting the Senior Complaints Officer to ensure effective operational delivery of the Complaints Service. The successful candidate will work closely with the ICBs to promote a proactive approach to listening and responding to patient and carer feedback.

Main Responsibilities
  • Provide advice and support on complaints handling to staff across the organisation.
  • Support training and induction of new staff in the complaints team.
  • Supervise administrative staff on their day-to-day activities.
  • Participate in the recruitment processes of administrative staff.
  • Extract and analyse case management and performance reports from CRM to ensure effective day-to-day management of workflow.
  • Maintain CRM in a contemporaneous and full manner.
  • Contribute to effective information management within the team.
About Us

The Primary Care Complaints Team manages a caseload of formal complaints predominantly about primary care health services. The team is responsible for ensuring compliance with the Local Authority Social Services and NHS Complaints Regulations 2009 and working within ICBs' Complaints Policy.

Key Skills and Qualifications
  • Experience of managing complaints in a healthcare environment.
  • Familiarity with the NHS complaints regulations.
  • Excellent time management skills with the ability to re-prioritise.
  • Negotiating, networking, and persuasive skills.