Senior Complaints Coordinator

4 weeks ago

Nottingham, United Kingdom Nottingham University Hospitals NHS Trusts Full time

Job summary

You will act as a point of contact for complainants and work closely with complaint investigators throughout the complaint investigation would need to have an excellent working knowledge of the NUH Management of Complaints & Feedback Policy and the Local Authority Social Services and NHS Complaint Regulations (2009). Someone committed to working for the NHS with experience and a focus for delivering excellent customer service and learning from feedback would be ideal for the role.

In this varied and very interesting role you would manage a caseload of complaints and work in a busy fast paced environment working within a structed process.

You will be confident in dealing with difficult and sensitive situations.

There is a requirement to produce accurate and compassionate letters and therefore the ability to type with a good eye for detail is essential.

You would also need to produce reports using Microsoft excel and PowerPoint and be confidence in the delivery of training.

Main duties of the job

In addition to the below summary you need to familiarise yourself with full Job Description and Person Specification documents attached to this advert.

Managing a caseload of complaints from receipt to the final response.

Coordinating the complaints workload with the support of a Complaints Officer, adhering to fixed timescales, ensuring these are achieved.

Arrange and facilitate local resolution meetings.

Produce reports, identifying themes and trends.

Deliver training.

About us

We are committed to providing a person-centred, responsive service and this vacancy would suit someone with excellent customer service skills who can demonstrate a commitment to the NHS and the values and behaviour standards of the Trust.

As a team we pride ourselves on being a tight knit, friendly team who support each other and treat each other with kindness and respect. We are a very hard working team who maintain a positive attitude and take pride in the work that we do.

We are a patient facing service, you will be primarily based at the City Hospital but routinely working across both sites as required.

Our usual office hours are to , Monday to Friday.

Job description

Job responsibilities

Please refer to the job description and person specification attached to the advert for the full details of the vacancy.

Nottingham University Hospitals NHS Trust is committed to providing an integrated Trust-wide 4Cs service, incorporating the management of complaints, concerns, comments and compliments. This role is primarily to facilitate the progression of concerns through the NHS Complaints procedure. Working closely with a Complaints Officer you will be the point of contact for complainants, adhere to the strict deadlines and operating procedures in relation to complaints handling. Liasing with divisional colleagues and external partners to ensure the correct and timely management of complaints and feedback.

Person Specification

Training & Qualifications

Essential

Educated to degree level or equivalent experience. NVQ 4 in Customer Care ECDL / RSA II typing or equivalent. Experience of complaints handling and/or Patient Advice Liaison Services or in a customer service setting.

Experience

Essential

Experience in a Health or social care setting, including working with people especially those who are distressed or angry Experience of multi-agency and partnership working. Experience in the analysis of data and production of reports

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