Customer Care Officer

3 days ago

Macclesfield, United Kingdom East Cheshire NHS Trust Full time

We are looking for an enthusiastic, confident and efficient Customer Care Officer to join our Customer Care Department.

This is an exciting and varied role where you will have the opportunity to build and develop relationships with staff from a variety of areas, gain an understanding of the complaints and incidents management procedures and the importance of their timely completion.

The role requires a degree or equivalent education and ideally an NHS background, excellent communication and interpersonal skills, together with report writing skills in order to support the team.

Under the direction of the Complaints and Legal Services Manager, the Customer Care Officer will be part of a customer care team who provide a customer care service for East Cheshire NHS Trust, delivering an enhanced customer care culture, to include the following:
Take the lead in the management of complaints handling in line with national and local policy, ensuring correspondence is acknowledged within national complaints regulations and that complaints are sent to appropriate member of the Directorate/Specialty Team

To work with investigating managers and the Divisional Management Team to ensure that complaints are investigated by the appropriate manager and provide support to the investigation process.

To ensure investigating managers complete investigations within the timeframe as outlined in the complaints regulations and maintain Divisional logs to monitor this.

To draft responses to complaints and PALS in order that the Divisions and Head of Legal Services and Complaints may review these prior to them being directed to the Chief Executive.

Providing a confidential listening service and resolving emerging issues in real time where possible using a number of techniques be they face to face or via digital technology.

For the further role requirements, please see the attached Job Description.

Whether you are just starting out in your career or are looking to use your skills and experience in a new role, East Cheshire NHS Trust is the right employer for you. An organisation with a real sense of community we actively support and develop our staff to ensure our patients receive the best quality care, delivering the right care first time, every time.

Please download a copy of the Job Description and Person Specification located under the Supporting documents heading to read more about the advertised role.

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