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Band 3
- Full time
- Part time
Job overview
Are you looking for a job where you can support patients, their relatives, friends and carers in providing feedback to the Trust and supporting our complaints process. If so, this may be the position for you. The complaints team function within our Patient Experience Team are looking to recruit a Complaints Officer. You will form part of our friendly and dedicated team to support in the administration and management of the complaints process. You will work closely with a Senior Complaints Coordinator and liaise with complainants, divisional colleagues and stakeholders throughout the process.
The demands of the job are varied and involve communication in writing, the telephone and in person during complaint meetings. You would be dealing with a range of service users who may at times be upset or challenging. If you can show compassion, empathy and sensitivity this role would be ideally suited to you. Within this role, you will be able to demonstrate your excellent administration experience, organisation and typing skills. If you can multi-task and have the ability to engage, listen and work pro-actively, working to timescales and within a set process, we would like to hear from you.
We can offer you support and training if you can offer us a caring, compassionate manner and a willingness to work with our staff and service users.
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.
Able to support in the management of a caseload of complaints.
Able to act with compassion and display empathy in sometimes challenging situations and difficult conversations.
Able to manage administration tasks, entering data on to the Trust’s database with accuracy.
Able to work in a busy environment.
Able to compose emails and type letters to an excellent standard of spelling and grammar.
Confident in liaising with Divisional staff to aid resolution of enquiries.
A good working knowledge of Trust systems and processes.
Excellent typing ability and knowledge of Microsoft systems (outlook, word and Excel).
Previous applicants need not apply.
Working for our organisation
We are a friendly and kind team who pride ourselves on delivering a high quality service but also a supportive environment in which to work.
We work weekdays, 8.30am to 4.30pm.
You would be working in a team who have the vision to be the BEST Service in the NHS!
Detailed job description and main responsibilities
As detailed in the job description:
Accurate and timely data entry of Complaints, concerns and enquiries to our computerised system. Action and distribution of incoming media in writing, email and telephone.
Typing letters, composing emails and check listing letters produced by colleagues.
Administration duties including photocopying files, filing, post and utilising courier service.
To be responsible for ordering stationary supplies, including stock control of patient information leaflets.
Providing information on the complaints process and advocacy to patients, relatives and their families.
Set up and maintain complaint files in line with IG requirements.
Act as a point of contact, with support from the Senior Complaints Coordinator for the Division in relation to queries relating to complaints and concerns from patients, their carers and families.
Support the Senior Complaints Coordinator in the management of complaints in line with national and local policy, ensuring correspondence is acknowledged within national guidance.
Support the arrangement and servicing of complaint meetings, including ensuring meetings are recorded and appropriate notes taken.
To administratively support investigation managers to complete investigations within the timeframe as outlined in the complaints regulations.
Prepare final responses and present to the Chief Executive, or nominated Deputy for Trust sign-off.
Work with the Senior Complaints Coordinator and Division to ensure actions are identified and recorded, and fed into the divisional governance monitoring processes.
Maintain the Divisional Complaint logs
In conjunction with the Senior Complaints Coordinator, prepare reports identifying trends and lessons learnt to support improvements to service delivery.
Participate in the evaluation and monitoring of the Service.
Work with our Divisional colleagues, developing good working relationships with clinical and non-clinical staff within the Divisions.
Build and maintain good relationships with key stakeholders, service user groups and the local community.
Person specification
Experience
Essential criteria
- Experience in working in a customer service environment
Desirable criteria
- Preferably front facing, NHS, used to dealing with difficult and emotive situations
Training and qualifications
Essential criteria
- NVQ 3 in customer services and relevant IT qualifications, ECDL or equivalent
Communication and relationship
Essential criteria
- Able to provide information to end users, tailoring the provision of information to facilitate understanding.
- Able to be highly empathetic towards the concern of patients and carers
- Able to receive highly sensitive information and action it whilst taking account of confidentiality issues
- Able to act as a facilitator in order to achieve a desired outcome.
Planning and organisational
Essential criteria
- Able to support a complaint caseload, liaising with the divisions and administratively supporting investigating managers and others.
- Able to ensure timeframes are met and able to prioritise tasks.
Analytical and Judgement skill
Essential criteria
- Able to receive and manage sensitive information and decide the most appropriate course of action.
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Come and join our wonderful team at NUH. We are big believers in diversity and welcome new ideas to help develop our team in order to deliver world class healthcare to the vast patient populations we serve. With endless personal development opportunities available, at the NUH we will endeavour to turn your job into a career!
We particularly welcome applications from people who identify as Black, Asian and Minority Ethnic, or Disabled, as we are striving to be better represented at NUH.
Closing Dates: Please submit your application form as soon as possible to avoid disappointment; we reserve the right to close vacancies prior to the published closing date if we receive a sufficient number of completed application forms.
Communication: All communication related to your application will be via the email address you have provided. Please ensure you check your email account including your junk email regularly.
Easy read application: if you have a disability and find it difficult to complete our online application form, you can apply via our easy read application which you can find on the intranet https://www.nuh.nhs.uk/easy-read-job-application
Salary: The quoted salary will be on a pro rata basis for part time workers.
Disability Confidence: All applicants who have declared a disability and who meet the essential criteria for the post will be shortlisted.
At Risk of redundancy: NHS employees within the East Midlands who are ‘at risk’ of redundancy will be given a preferential interview where they meet the essential criteria of the person specification.
Skilled Workers Visa: We welcome applications from individuals who require a skilled worker visa in line with the Home Office regulations. NON-UK/NON SETTLED candidates may not be appointed, if a suitably qualified and skilled UK/SETTLED candidate is successful at interview stage as it is unlikely that the Trust is able to satisfy the Home Office Visa requirements
International Recruitment: If you are applying for a role with us from outside of the UK then please read the guidance on applying for a health or social care job in the UK from abroad.
ID and Right to work checks: NUH authenticate ID and right to work documentation such as passports, visas and driving license through a system called Trust ID. NUH will scan your ID and right to work documentation in to the Trust ID system at your face to face ID appointment. The system will run a check against the key security features within your documentation. The system will provide us with an outcome of your check which will be stored securely on your personal file along with all other pre-employment check documentation.
Consent:
- Transfer of information: If I have previous NHS service - I consent to the transfer of my Electronic Staff Record (ESR) data between this and other NHS Trusts. I also consent to the Occupational Health Department confidentially accessing my occupational health records from my current or previous employer in order to check the status of my vaccinations, immunisations s and screening tests as relevant to the post. I understand this is an automated process and the information will only be used for these purposes prior to me taking up the position at NUH.
- Disclosure and Barring Service: Your post maybe subject to a DBS check which incur a cost dependent on the level of check required (£41.90 for enhanced and £21.90 for standard). I agree to reimburse Nottingham University Hospitals NHS Trust the cost of a Disclosure and Barring Service (DBS) check if it is required (by deduction from first month’s pay). Should I decide to withdraw from my job offer, I agree to reimburse Nottingham University Hospitals NHS Trust the cost of the DBS check undertaken by cheque or other agreed method.
