Complaints Resolution Specialist

3 weeks ago


London, Greater London, United Kingdom University College London Hospitals Full time

Job Overview

We are seeking a highly skilled Complaints Facilitator to join our Central Complaints Team at University College London Hospitals NHS Foundation Trust. As a key member of our team, you will play a vital role in providing a comprehensive and high-quality complaints service to our patients and relatives.

As a Complaints Facilitator, you will be responsible for managing a caseload of complaints from initial contact to providing a quality response that demonstrates learning and empathy. You will also work closely with clinical teams to identify areas for improvement and develop strategies to enhance our complaints handling process.

To be successful in this role, you will need excellent verbal and written communication skills, strong IT skills, and the ability to work effectively in a fast-paced environment. You will also need to have a high level of attention to detail and problem-solving skills, with the ability to take ownership and accountability of the complaints process.

We are committed to delivering top-quality patient care, excellent education, and world-class research. Our team is dedicated to providing a safe and supportive environment for our patients, and we are seeking someone who shares our values and is passionate about delivering exceptional care.

Main Responsibilities

  • Manage a caseload of complaints from initial contact to resolution
  • Work closely with clinical teams to identify areas for improvement and develop strategies to enhance our complaints handling process
  • Provide high-quality responses to complaints, demonstrating learning and empathy
  • Collaborate with stakeholders to develop and implement improvements to our complaints process

About Our Organisation

University College London Hospitals NHS Foundation Trust is one of the most complex NHS trusts in the UK, providing a wide range of services to patients from diverse backgrounds. We are committed to delivering exceptional care, education, and research, and we are seeking someone who shares our values and is passionate about delivering high-quality patient care.



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