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Complaints Administrator
3 weeks ago
The Complaints Administrator is responsible for supporting the Complaints Manager and the team in the daily administrative and operational management of the Complaints functions across NWL London. Key Duties and Responsibilities As a Complaints Administrator, the post holder will work as part of the team in delivering an effective service supporting the Complaints Manager managers and the team in managing complaints and PALS concerns. The post holder will provide and coordinate administrative support to include the preparation of agendas and minutes, taking appropriate follow-up action as required. Supporting the team with the management of complaints and concerns, gathering information and undertaking enquires as and when is necessary for the head of department, team and the department.
Support the Complaints team with the maintenance of the generic inboxes and databases. They log complaints and concerns on the ICB complaints database including acknowledgement, consent, records management, liaison with the Parliamentary and Health Service Ombudsman regarding requests for files The post holder will coordinate meetings with complainants and the ICB to facilitate local resolution. Ensure high standard of house keeping. Receive all incoming mail and delegate as appropriate.
Responsible for maintaining records of all meetings in line with Freedom of Information Act. To use the appropriate procurement system to raise requisitions as required. Functional Responsibilities Operational Focus Supplying the relevant information required for financial management, supporting the Complaints Manager and teams by checking and sending invoices for payment. Developing and maintaining effective electronic and paper filing systems, to ensure that information is kept securely and is accessible to other members of the team Ensure compliance with Standing Orders and Standing Financial Instructions in the discharge of this responsibility.
This is not an exhaustive list of duties and the post holder is required to undertake any other duties commensurate with the grade and in line with the requirement of this post. All staff must comply with the NHS Code of Conduct for Managers, based on the Nolan principles of public accountability. Mandatory Safeguarding Training In addition to completing the NHS NWL mandatory training modules the post holder will be required complete the following: Safeguarding Children Level 1 Safeguarding Adults - Level 1 Professional Development You should take ownership over and pursue a programme of continuous professional development, attending relevant training and courses.
