Customer Services and Experience Manager

4 weeks ago

Stafford, United Kingdom Midlands Partnership NHS Foundation Trust Full time

Job summary

The Customer Service & Experience Manager is responsible for aligning the management of complaints and Patient Advice and Liaison Service (PALS) services within the Trust through a single point of contact to support with consistency and ensure timely resolution of all concerns raised. This includes leading the development, implementation, monitoring, reporting and review of PALS, complaints and the experience of our service users and carers across the Trust.

Main duties of the job

Management of the Customer Services team and associated functions (PALS, Complaints and Experience).

Overseeing the handling and consideration of all PALS concerns and Complaints received by the Trust.

Ensuring all PALS concerns and Complaints are managed in line with internal standard processes and the NHS complaints standards and regulations.

About us

By joining Team MPFT, you will be helping your communities and in return for this, we will support you by;

Supporting your career development and progression Excellent NHS Pension scheme Generous maternity, paternity and adoption leave Options for flexible working Up to 27 days annual leave (increasing with service up to 33 days) and the opportunity to purchase additional leave Extensive Health and Wellbeing support and resources If you work in our community teams, we pay for your time travelling between patients Lease car if you complete more than 500 business miles per annum, fully insured and maintained (including tyres), mileage paid at lease car rate Salary sacrifice car - fully insured and maintained (including tyres), your gross pay is reduced by the cost of the vehicle before tax, NI and pension deductions are calculated, mileage paid at business rates Salary sacrifice bikes up to £2k Free car parking at all trust sites Free flu vaccinations every year Citizens Advice support linked with a Hardship Fund for one off additional support up to £250 (if the criteria is met)

And more. We are proud to be a diverse and inclusive organisation and there is a choice of staff networks that help you meet like-minded people.

Job description

Job responsibilities

Manage an effective, safe and timely service which facilitates service users and carers in raising and resolving issues of concern, with specific responsibility for the customer service and experience team Provide leadership and line management to the customer service and experience team through day-to-day operational management Be responsible for ensuring there are robust systems in place to support the planning and handling of all complaints to ensure a timely response and support the governance and monitoring of complaints Ensure that there are mechanisms in place to capture and disseminate learning from complaints and concerns across the Trust Maintain and develop administrative systems to ensure concerns, complaints and enquiries can be tracked through the system to facilitate early identification of potential delays in the process Regularly liaise with managing directors, clinical and care directors, service managers, clinicians, and the chief executive, to ensure good communication and a proactive approach to complaint handling within the Trust Be responsible for leading, developing and monitoring the PALS function; ensuring the service is effective, adaptable and is accessible to patients, carers and their families Develop the complaints, PALS and experience policies and procedures for the Trust and ensure that any revision to the policies reflect all new guidance and statutory requirements Identify and ensure the Trust is able to respond to new obligations or duties arising from various sources Have substantial and wide-ranging knowledge to be able to exercise significant autonomy and discretion and independently manage complaints within time frames set out by the NHS Complaint standards Be responsible for liaising with and embedding a culture of co-operation with all Care Groups and external agencies such as the Care Quality Commission, the Parliamentary and Health Service Ombudsman and the Independent Complaints Advisory Service Provide relevant information to senior staff within the care groups, who are responsible for supporting PALS and complaint investigations; supporting them in reviewing these concerns and to enable them to take the necessary action to keep delays of responses to a minimum Have overall responsibility for the operational management of the customer service and experience team Provide reports, support and advice to the Board, Quality and Safety Committee and care group Quality and Safety Sub committees in relation to the service and the broader connection to quality assurance processes Provide specialist advice to all care groups and corporate staff on effective and timely complaints resolution Maintain the Trusts complaints database (Safeguard), making sure that all complaints and related correspondence are entered and accessible, ensuring that the database is capable of providing all of the information that is required to produce reports, both internal and external. Proactively engage service users and carers in improving systems and overall quality of the customer services and experience function. Person Specification

Qualifications and Training

Essential

Postgraduate level qualification in health/ management/ business or other relevant field to customer services, or significant experience of working at a similar level in a specialist area.

Desirable

Complaints handling training

Experience

Essential

Experience of managing complaints and customer care services in a health or social care or voluntary sector setting where handling difficult and stressful situations was necessary. Significant demonstrable experience in the public and / or private sector, including direct experience of working in complaints, PALS, governance, or regulation Extensive working knowledge of the NHS complaints procedures, current legislation, and the role of the Parliamentary and Health Service Ombudsman Experience and understanding of complaint investigation process. Extensive experience in report writing.

Desirable

Experience of advocacy, conciliation or mediation. Experience of undertaking Root cause Analysis.

SKILLS, KNOWLEDGE & ABILITIES

Essential

Ability to analyse complex information and present to the public, Trust Board, Operational Teams and other agencies in an appropriate manner. Ability to make autonomous decisions which improve the user's experience. Thorough working knowledge of the NHS system for complaints management.

Desirable

Experience within patient experience and/or Quality Improvement.

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