Complaints Resolution Specialist

4 weeks ago


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

The Complaints Officer is a key member of the West Midlands Primary Care Complaints Team, responsible for supporting the Senior Complaints Officer in ensuring effective operational delivery of the Complaints Service. The post-holder will work closely with staff across the organisation and external partners to ensure the Integrated Care Board (ICB) meets all statutory requirements in relation to Complaints.

Main Duties
  • Provide advice and support on complaints handling to staff.
  • Support training and induction of new staff in the complaints team.
  • Supervise administrative staff on their day-to-day activities.
  • Participate in the recruitment process of administrative staff.
  • Extract and maintain case management and performance reports from the CRM system.
  • Maintain administrative and information resources.
  • Contribute to effective information management within the team.
Key Responsibilities
  • Uphold organisational policies and principles on the promotion of equality.
  • Create an inclusive working environment where diversity is valued.
  • Maintain positive working relationships with key stakeholders.
  • Model a collaborative and influencing style of working.
  • Maximise the opportunity to learn from every complaint.
  • Ensure health, safety, and wellbeing of all staff within the department.
  • Ensure compliance with all confidentiality and governance requirements.
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.

Person Specification
  • Experience of managing complaints in a healthcare environment.
  • Familiarity with the NHS complaints regulations.
  • Excellent time management skills with the ability to re-prioritise.


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