Complaints Officer - Peterborough | North West Anglia NHS Foundation Trust

We have an exciting opportunity for an experienced Complaints Officer to join our fast paced Complaints Service, supporting our patients and their loved ones to provide honest and open feedback to the Trust. This enables our organisation to review and better the care and service we provide to the community.

You will be joining the team at a pivotal time and will support the Complaints Assistants and Senior Complaints team in providing an accessible and responsive service.

The post holder will work as part of our busy team to support with the acknowledgement and processing of formal complaints for investigation by the clinical divisions. You will ensure that each complaint is managed effectively, providing regular updates to complainants on the progress of the investigation, and ensuring these are responded to within the agreed timeframes . The post holder will be responsible for supporting with the quality assurance of all complaint responses, ensuring complaints are answered comprehensibly, fairly and objectively.

Supporting the Complaints Manager to provide accurate and timely reporting as part of Governance and Quality Monitoring will be a key part of the role, ensuring that an analytical approach is taken to present and conclude data. You will have the ability and confidence to provide Complaints Management Training to staff at all levels Trust wide, along with providing guidance and training to the Complaints Assistants. Quality Assurance and Improvement is an important part of the Complaints process and you will support in ensuring demonstrable actions and learnings from complaint investigations are implemented by the responsible divisions, to make our care better for the future.

Our teams work hard to be flexible and promote a health work/home life balance and so agile working options are automatically considered for all roles within the Trust. Talk to the Recruiting Manager about what this means in practice for you.,

• To provide a prompt, courteous and confidential service for the complainants, often being the first point of contact.


• To meet the needs of the service by provision of an efficient and comprehensive administration process.


• To perform all allocated tasks related to the registration, data inputting, responses and the production of reports relating to complaints.


• To ensure that complaints are investigated in line with organisational and national requirements, accepted good practice and agreed timeframes.


• To ensure that learning from complaints is shared across the organisation and results in sustained change and improvement to patient care.


• To undergo training as necessary to meet the needs of the service and new developments within the Complaints Department.


• To support the Complaints Manager in over-seeing the management of the service and assisting with delegation and prioritisation of work load for the Complaints Assistants


• Provide Complaints Management Training sessions to staff Trust wide, and support with targeted training sessions and induction days as and when required
  
  Are you a team player with outstanding communication, organisational and IT/administrative skills? Do you have personable and empathetic customer service experience, with the ability to listen and problem solve? If you do, we would welcome your application!, We are looking for an individual with excellent verbal and written communication skills, ideally with NHS Complaints management and Datix experience. You will be able to work in a confidential and sensitive environment, and work closely with key stakeholders, senior leaders and third party services.


We are a small, close knit and vibrant team whom manage a very busy service. Team work is integral to everything that we do, while ensuring you have the abilities to work as an individual, while maintaining excellent lines of communication.

Your package with us includes a lot more than just your pay and here are a few of the additional benefits that are available to you as an employee:

• Access to the NHS Pension Scheme


• Generous Holiday Entitlement, starting at 27 days a year (for full time workers) plus bank/public holidays


• Free staff car parking on all our hospital sites during this financial year


• In-house Physiotherapy Services


• Career development and training opportunities


• Emotional Wellbeing Service covering a range of online support, access to mobile apps and 24/7 counselling services


• Subsidised meals at our hospital restaurants


• Access to exclusive discounts, cashback and vouchers via NHS Discounts and Blue Light Card


If you share our values and vision and are passionate about working with people on what matters to them, you could be a real asset to Team North West Anglia