Complaints Resolution Specialist

4 weeks ago


Welwyn Garden City, Hertfordshire, United Kingdom Hertfordshire Community NHS Trust Full time

Job Summary

Hertfordshire Community NHS Trust is seeking a skilled professional to support the patient experience journey for children, young people, and families accessing Children and Young People's Specialist Services.

The successful candidate will play a key role in conducting thorough investigations into incidents and complaints on behalf of the Trust, ensuring compliance with statutory reporting requirements and implementing the Trust's Complaints and Concerns Policy.

Main Responsibilities

  • Plan, organise, and support investigations into incidents and complaints, working autonomously or in conjunction with colleagues as necessary.
  • Ensure compliance with all statutory reporting requirements in relation to complaint and incident reporting and response to parents/carers and other stakeholders.
  • Support the Patient Experience Team in implementing the Trust's Complaints and Concerns Policy, identifying lessons learned to improve services.
  • Provide and receive complex, sensitive, and contentious information relating to incidents, complaints, and other investigations, presenting this information to teams and groups as appropriate.

About the Role

The post holder will be responsible for facilitating a high-quality and professional complaints function for service users, carers, and others who are expressing concerns and complaints.

The successful candidate will have excellent organisational skills, the ability to work under pressure, and possess resilience to deal with distressing and emotional demands of the role.

Person Specification

Essential

  • Education to degree level in a relevant subject or equivalent experience working in a customer service/advice role in a health setting.
  • Knowledge of current health and social care agenda and how it applies to patient and carer experience.
  • Experience in a senior leadership role.

Desirable

  • Ability to build relationships with diverse range of people, both internally and externally.
  • Excellent communication and interpersonal skills.


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