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Complaints Officer

4 months ago

Sheffield, United Kingdom Sheffield Children’s NHS Foundation Trust Full time

Job summary

You will manage a caseload of complaints, investigating each case thoroughly, and facilitating resolution according to Trust procedures. You will seek satisfactory resolution to complaints, working with the complainant and colleagues within the Trust. This will involve evaluatingcomplaints to prioritise workload.

Working with the Complaints Manager you will provide written outcomes to complaints, detailing the investigation that has taken place and resulting action taken.

Main duties of the job

Receive, investigate, and resolve customer complaints following company procedures.

Evaluate complaints promptly, categorising them based on urgency and severity to prioritise workload.

Communicate with customers by phone, email, or in person to gather necessary information and provide updates on the status of their complaints.

Speak directly with complainants to assess their expectations for resolution and ensure their concerns are understood and acknowledged.

About us

Sheffield Children's is one of three independent, specialist paediatric hospitals in the country, providing dedicated healthcare for children and young people across community, mental health and acute specialist settings.

We have three overarching aims that set the direction for the Trust in our vision "to create a healthier future for children and young people."

Outstanding patient care Brilliant place to work Leader in children's health

Our commitment to rewarding colleagues is demonstrated through our brilliant reward and benefits offer including; generous annual leave entitlement and pension scheme and access to salary sacrifice schemes such as cycle to work and lease cars.

We are committed to supporting colleagues from different heritages and lifestyles while at work. This is supported through the offer we have in place for flexible working and the three equality network groups we have in place. Colleagues are encouraged to join these groups and request flexible working.

Job description

Job responsibilities

Receive, investigate, and resolve customer complaints following company procedures.

Evaluate complaints promptly, categorising them based on urgency and severity to prioritise workload.

Communicate with customers by phone, email, or in person to gather necessary information and provide updates on the status of their complaints.

Collaborate with the Care Group or relevant departments to investigate complaints thoroughly, gathering all necessary information to understand the substance of each complaint.

Speak directly with complainants to assess their expectations for resolution and ensure their concerns are understood and acknowledged. Ensure you maintain contact with complainants throughout the complaint resolution process, managing expectations and providing assistance.

Under direction of the Complaints Manager provide empathetic responses to complaints in writing, addressing the main points and outlining the steps taken or proposed for resolution.

Maintain detailed records of complaints, actions taken, follow up required, and communication with complainants and colleagues.

Prepare regular reports on complaint trends, highlighting areas for improvement and making recommendations for process enhancements.

Monitor the quality of complaint handling processes to ensure adherence to company standards and regulatory requirements.

Conduct periodic reviews of resolved complaints to identify opportunities for improvement and best practices.

Stay informed about best practice in complaint management and customer service and build into processes.

Inclusive Recruitment & Selection

We are committed to being an inclusive employer and accurate data capture is an important part of that to ensure we are supportive and representative. Our aim is to ensure that all applicants can see themselves in the available categories on our application form, but we recognise that some of our data capture fields are not inclusive. We have flagged this with our system provider to ask for change.

We offer encouragement and active support to applicants with additional needs, including those from ethnic minorities, with disabilities and members of the LGBTQ+ community. If you wish to adjust any aspect of the recruitment process or wish to find out more about our recruitment & selection processes, please get in touch with our Recruitment Manager:

We are continually reviewing our recruitment & selection process to support the long-term aim of Sheffield Childrens being a champion of Equality, Diversity, and Inclusion. If you have any ideas for improvement, please get in touch with Catherine Gilbert at

Trust Values

The Trust is committed to providing great quality patient care and keep children, young people and families at the heart of what we do by following our CARE values:

Compassion leading by kindness and showing empathy, understanding and respect

Accountability striving to do the right thing and owning responsibility

Respect value differences, tackling inequality and fostering a culture of inclusion

Excellence delivering a high-quality standard of care

Person Specification

Qualifications and Training

Essential

Educated to degree level or an equivalent level of experience Evidence of continuing professional development (training courses)

Experience

Essential

Experience of working in a customer service role Experience of working with different stakeholders including senior management Experience of writing documents for different audiences

Knowledge and Skills

Essential

Strong writing skills with the ability to draft clear, concise, and professional correspondence Ability to triage and prioritise work based on urgency and impact Ability to deliver excellent customer service and resolve complaints effectively Excellent interpersonal skills and the ability to empathise while remaining objective

Personal Attributes

Essential

Strong sense of accountability and ownership Calm and composed in highly emotive situations