Complaints Co-ordinator

3 days ago

Chester, United Kingdom Jobwise Ltd Full time

**Are you assertive, have a positive outlook and love to get to the root of the problem? We have an immediate opportunity for a Customer Experience Co-ordinator. Dealing with complaints from patients, families and the public. A High level of sensitivityand empathy is required to resolve these issues. This is an on-going temporary role based in Chester. Paying £12 - £15.00 per hour dependant on experience. This is an on-site role working 9am - 5pm Monday to Friday.**
**What will you be doing as a Customer Experience Co-ordinator ?**:

- You will be working as part of a team dealing with complaints regarding the care or treatment or services delivered by the Trust
- Investigations into complaints within specific time scales
- Analysing and assessing complex or sensitive issues
- Facilitate negotiations
- Able to recognise when local resolutions have been exhausted
- Working within compliance and protocol of the Trust
- Draft complaints in readiness for the Chief Executive to sign off
- Maintain accurate and up to date records
- Use datix and complete the necessary action plans
- Communicate with all members of the public and staff at all levels keeping them fully informed
- Report serious / key issues of concern
- Inputting and extracting data from systems
- Liaison with PALS and complaints to make recommendations for change to meet the needs of the client
- Assist in the production of reports
**We would LOVE to hear from you if you have the following skills and experience**:

- Complaint handling and escalations
- Customer experience roles
- Query and resolution experience
- Disciplinaries and investigations
- Investigations and fraud
- Negligence
- Compliance and grievances
- Service Level Agreements
- Customer Service
- Legislation and Regulations
- Duty of care
- PALS - Patience advise liaison service
What will you get in return for your work as a Complaints Experience Co-ordinator?
- On site working
- 37 hours per week, working Monday - Friday
- £12 - £15.00 per hour dependant on experience
- On-going temporary role
- Working and supporting the NHS
If this sounds like a role you will LOVE, please send your CV
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