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Complaint Officer
2 weeks ago
**About Us**
Psicon is a specialist neurodevelopmental service working collaboratively with various NHS trusts to provide autism and ADHD assessments. We are an independent organisation, but most of our work is for the NHS, whom we are proud to support. Psicon is committed to offering the best psychological support and healthcare available. We take an innovative approach to the delivery of our services and ensure that they are of the highest standards in the industry.
**About the Role**
In the role of Complaints Officer, you'll investigate complaints, determine resolutions, and implement measures to prevent future issues. You’ll compose formal responses, ensure patient safety, and collaborate with managers to improve care quality. You will also be monitoring feedback channels, coordinating investigations, supporting colleagues in complaint resolution, and analysing feedback to enhance processes. This role also involves promoting a quality improvement culture and assisting with day-to-day quality assurance tasks.
Principle duties and responsibilities will include but not limited to:
- Responsible for investigating complaints and concerns to determine what happened, how to put the matter right, what should be put in place to prevent future recurrence and whether the complaint/concern should be upheld or not.
- To champion patient safety, experience and collaborate with leads and managers to improve quality of care and aim to achieve the organisation’s goal of ‘best possible customer service’.
- Deputising for the Quality Assurance & Improvement Lead with day-to-day client experience and complaint tasks, projects, and other ad hoc administrative tasks.
- Ensuring all complaints and feedback are correctly identified, logged and regulatory timescales are observed.
- To work collaboratively across the company to coordinate investigations relating to concerns, complaints and patient safety incidents. To create event timelines and explore the range of contributory factors and identifying corrective actions.
**Person Specification**
Essential:
- Case management/handling experience is imperative.
- Excellent customer service skills with the ability to listen to feedback and use skills to de-escalate and/or resolve difficult situations.
- Excellent letter writing skills, including a good grasp of English grammar with GCSE in English Language at grade A or above (or equivalent).
- Ability to handle challenging situations from clients who may use aggressive/forthright language when expressing their concerns.
- Highly organised with excellent attention to detail.
- Good knowledge of MS Word, Excel and PowerPoint.
- Ability to disseminate information to a lay audience in a clear and concise way.
- Ability to identify when to escalate situations to senior managers.
- Actively demonstrates core values of trust, integrity, commitment, and kindness through their work.
Desirable:
- Complaints handling and investigation qualification.
- Experience in similar healthcare role.
**Working at Psicon**
We value our employees as an integral part of our service delivery and believe in recruiting and investing in the best employees. We pride ourselves in providing our employees with the opportunities and resources to achieve their potential. We are keen to provide a vibrant, fun yet challenging working environment for our team who share in our core values of trust, integrity, commitment and kindness and work collaboratively to achieve our company goals of;
- The best possible customer service
- The most efficient and effective clinical work
- A thriving and engaged workforce
- A truly inclusive organisation.
Benefits include:
- Enhanced annual leave of 32 days a year (inclusive of bank holidays).
- Flexible annual leave scheme providing the ability to buy or sell back additional days.
- Well-being days.
- Pension scheme (with the option of enhancing via salary sacrifice).
- Cycle to work scheme.
- Birthday lie in.
- Free breakfast, including 'pastry Mondays'.
- Funded social events.
- Staff well-being bursary scheme.
- Psicon is committed to adhering to the Equality Act (2010) and provides equal opportunities to all applicants, staff and clients._
Pay: £25,850.00-£28,350.00 per year
**Benefits**:
- Additional leave
- Company events
- Company pension
- Discounted or free food
- Employee discount
- Health & wellbeing programme
- Store discount
- Work from home
Schedule:
- Monday to Friday
**Experience**:
- customer service: 1 year (preferred)
- Complaint handling: 1 year (required)
Work Location: Hybrid remote in Canterbury, CT1 2XJ
