3994 - Patient Advice and Complaints Caseload Officer

Job summary

The interview date for this role is to be confirmed.

As part of a centralised Patient Advice and Complaints team, our Caseload Officers play a key role in ensuring that feedback from service users and their families is acted upon in a timely fashion, and used to continually assess and improve the services that Barnsley Hospital provides.

As a Caseload Officer you will be a first line point of contact for our service users, supporting our face to face service, telephone service, and regularly liaising with patients and members of the public. You will also support the work of our Complaints Investigators, ensuring a person-centred and responsive approach to complaints and complaints administration whilst respecting and strictly adhering to confidentiality.

This role would suit someone with administrative experience in a customer service or front facing role. You will need to be able to work in a high-pressure environment and manage your own workload to meet competing deadlines, whilst maintaining excellent communication with both service users and staff.

The working hours/pattern for this role are 30 hours per week, Monday to Friday, 9 am to 5 pm - days to be agreed.

Main duties of the job

Responsible for first line contact with service users and families who wish to give feedback about their experiences.

Responsible for administration and documentation relating to a caseload of formal complaints.

Supporting a Complaints Investigator in collation of evidence and communication of investigation progress to both internal staff and to service users.

Creating detailed digital records of contacts with service users and staff.

Ensuring compliance with confidentiality, relevant policies, good practice guidance, and regulations.

Monitoring and supporting learning and actions from service user feedback to support continuous improvement.

Communicating in a timely and professional manner with staff at all levels of the Trust.

About us

Please note that the Trust reserves the right to close a position early.

Barnsley Hospital NHS Foundation Trust is a high performing Trust achieving a Good rating in our most recent Care Quality Commission (CQC) assessment and achieving significant progress in the delivery of our strategic objectives. We are proud of the commitment of our staff to ensuring a strong and sustainable future for this organisation which is highly valued by our local communities.

There has never been a better time to join Barnsley Hospital. It is moving at pace and a we can do this attitude is evident right through the organisation, where staff are engaged for change and committed to being part of the journey to sustainability and growth.

Barnsley Hospital NHS Foundation Trust is committed to promoting equality of opportunity and fair treatment to all applicants regardless of race, nationality, ethnic origin, gender, marital status, mental or physical disability, religion or belief, sexual orientation, age or offending history.

The cost of the DBS (criminal records check) for Band 6 and above roles only will be met by the successful candidate(s) through salary deduction.

Certificates of Sponsorship

For individuals who may require sponsorship under the skilled worker or health & care visa route please use the link to check your eligibility Check, certificate of sponsorship - Search - GOV.UK, please note that from 09/04/2025, band 2 and 3 entry roles are no longer eligible for sponsorship.

Employer details

Employer name

Barnsley Hospital NHS Foundation Trust

Address

Pogmoor Road

Barnsley

South Yorkshire

S75 2EP

Employer's website

https://www.barnsleyhospital.nhs.uk (Opens in a new tab)

---

Employer details

Employer name

Barnsley Hospital NHS Foundation Trust

Address

Pogmoor Road

Barnsley

South Yorkshire

S75 2EP

Employer's website

https://www.barnsleyhospital.nhs.uk (Opens in a new tab)

---