Senior Complaints Officer

The post holder is accountable to the Associate Director of Quality and Governance but report to the Concerns and Complaints Manager.

The post holder will respond to compliments, concerns and complaints relating to services offered by Lewisham and Greenwich NHS Trust. The post holder will ensure that the most complex/high profile complaint case are managed in a sensitive and timely manner through close working with clinical and non-clinical staff across the Trust. This will include complaints that have exceeded initial timescales, The post holder will ensure statutory and organisational requirements are met, that complaints are investigated thoroughly and impartiality and that all complainants receive a full, high quality and timely response in accordance with the Department of Health's key principles of complaints handling., 1. Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
2. Widening access (anchor institution) and employability
3. Improving the experience of staff with disability
4. Improving the EDI literacy and confidence of trust staff through training and development
5. Making equalities mainstream

Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations