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Complaints Resolution Specialist

1 month ago

StokeonTrent, Stoke-on-Trent, United Kingdom University Hospital of North Midlands NHS Trust Full time
About the Role

We are seeking an experienced Complaints Resolution Specialist to join our team at University Hospitals of North Midlands NHS Trust. This is a rewarding opportunity to make a positive impact on patient care and experience.

Job Description

The successful candidate will work closely with our Patient Experience Advisors to process and record complaints in a timely manner. They will produce acknowledgement letters to complainants, liaise with them to agree complaints plans, and assist in compiling complaint responses.

Additionally, the role involves undertaking non-complex investigations, ensuring secure storage of sensitive information, and maintaining accurate records. The ideal candidate will possess excellent interpersonal skills, be able to work well under pressure, and demonstrate a proactive approach to problem-solving.

Key Responsibilities
  • Process and record complaints in a timely manner
  • Produce acknowledgement letters to complainants
  • Liaise with complainants to agree complaints plans
  • Assist in compiling complaint responses
  • Undertake non-complex investigations
  • Maintain accurate records
Person Specification

The ideal candidate will have:

  • Knowledge of NHS complaints handling acquired through training and experience
  • Evidence of customer care training or demonstrable experience
  • Excellent interpersonal skills
  • Able to work well under pressure
  • Proactive approach to problem-solving
Benefits

This role offers a competitive salary of approximately £35,000 per annum, depending on experience. We also offer a range of benefits, including access to ongoing training and development opportunities, flexible working arrangements, and a supportive team environment.

The successful candidate will be based at Royal Stoke Hospital, one of the largest and most modern hospitals in the country. As part of the University Hospitals of North Midlands NHS Trust, we pride ourselves on delivering high-quality patient care and experience.