Job summary
Can you pull apart correspondence and pick out key points to investigate? Are you confident approaching people in emotive and potentially challenging situations? Do you have a high standard of written English which would allow you to write a detailed response letter on behalf of our chief executive? Do you work well managing deadlines? Then being a complaint coordinator in our team may be just the new role for you.
We have an opportunity for a complaint coordinator to join our team. To find out more information about what it's like to manage complaints at UHS, contact Shona Small, complaints manager, via email: shona.small@uhs.nhs.uk.
We are a small, friendly and dedicated team that primarily work core hours, Monday to Friday, with some homeworking. We have a qualification in complaint management and pride ourselves on the service we provide.
Main duties of the job
Attached you will find the person specification document which provides more detail about the essential and desirable skills and experience needed for this role. We highly recommend you review this document and use it when completing your application as these criteria are used by hiring managers as guidance during shortlisting.
For an overview of the main duties of the role please see the Job Description and Main Responsibilities section below. To understand the day-to-day responsibilities in more detail please read the full job description document attached.
About us
As one of the largest acute teaching Trusts in England, we offer learning and development opportunities to help you achieve the career you aspire to. UHS is rated Good by the CQC and in the latest national NHS Staff Survey, we were in the top 10 acute trusts for staff engagement and for staff recommending the hospital as a place to work or receive care.
All non-clinical roles may involve a mixture of on site and remote working, Specific details and flexible working options can be discussed as part of the interview process. UHS employees are able to access a range of NHS discounts, are entitled to a minimum of 35 days paid holiday (pro rata), and we offer a generous pension scheme.
Southampton is an attractive place to live and work situated on the south coast, with an international airport and direct trains to London. The New Forest National Park and beaches of the Jurassic coast are also right on our doorstep. The city offers living costs 20% lower than London and 14 schools rated outstanding by Ofsted.
Job description
Job responsibilities
Your Responsibilities
You will manage a caseload of complaints from start to finish, adhering to the NHS complaints procedure. This includes engaging with the patient/complainant, all levels of UHS staff and writing complex response letters and reports. To do this you will pull apart the correspondence from the complainant and pick out the key information and questions being asked, before making empathetic contact with the complainant to outline the process for investigating their complaint. You will make sure the complainant is happy with the questions we will be asking on their behalf. You will cascade these questions to the relevant Trust staff, chasing these response statements when necessary. When you have received the statements, you will collate these into a concise response which answers the complainants questions clearly and in plain English.
As and when COVID-19 restrictions lift at our Trust, you will also chair and minute complaint resolution meetings and provide a summary letter to the complainant of the key points discussed.
Attached you will find the person specification document which provides more detail about the essential and desirable skills and experience needed for this role. We highly recommend you review this document and use it when completing your application as these criteria are used by hiring managers as guidance during shortlisting.
For an overview of the main duties of the role please see the Job Description and Main Responsibilities section below. To understand the day-to-day responsibilities in more detail please read the full job description document attached.
What were looking for
You will have excellent verbal communication skills, a high level of written English, and the ability to convert medical information from a variety of statements into concise plain English. You will be able to put yourself in the complainants shoes, and converse about stressful or emotional topics.
Job description
Job responsibilities
Your Responsibilities
You will manage a caseload of complaints from start to finish, adhering to the NHS complaints procedure. This includes engaging with the patient/complainant, all levels of UHS staff and writing complex response letters and reports. To do this you will pull apart the correspondence from the complainant and pick out the key information and questions being asked, before making empathetic contact with the complainant to outline the process for investigating their complaint. You will make sure the complainant is happy with the questions we will be asking on their behalf. You will cascade these questions to the relevant Trust staff, chasing these response statements when necessary. When you have received the statements, you will collate these into a concise response which answers the complainants questions clearly and in plain English.
As and when COVID-19 restrictions lift at our Trust, you will also chair and minute complaint resolution meetings and provide a summary letter to the complainant of the key points discussed.
Attached you will find the person specification document which provides more detail about the essential and desirable skills and experience needed for this role. We highly recommend you review this document and use it when completing your application as these criteria are used by hiring managers as guidance during shortlisting.
For an overview of the main duties of the role please see the Job Description and Main Responsibilities section below. To understand the day-to-day responsibilities in more detail please read the full job description document attached.
What were looking for
You will have excellent verbal communication skills, a high level of written English, and the ability to convert medical information from a variety of statements into concise plain English. You will be able to put yourself in the complainants shoes, and converse about stressful or emotional topics.
Person Specification
Qualifications
Essential
- First degree or equivalent qualification or relevant experience
- Training/qualification in customer care/complaint management or equivalent experience
- Computer literacy in Word and Excel
Desirable
- Knowledge of NHS complaints procedure
- Qualification in complaint management.
- Management training/qualification, counselling/mediation qualification or equivalent experience.
Experience
Essential
- Experience of customer care and handling concerns/complaints of a complex nature
- Writing complex high-quality letters and reports.
- Evidence of teamwork abilities.
- Teaching experience/planning and delivering presentations to a wide range of staff
Desirable
- Complaint management experience within the NHS.
- Data inputting and analysis skill.
- Preparation of reports
- Project management and management of change.
Aptitudes and skills
Essential
- Listens attentively
- Excellent verbal and written communication skills and ability to be concise in both
- Emotional resilience and ability to manage stressful situations
- Self-motivated
- Able to use initiative and professional judgement
- Investigative skills.
- Analytical and constructive approach to problem solving
- Able to prioritise own workload and work under pressure to meet competing demands.
- Attention to detail
- Able to work independently and within a team.
- Excellent interpersonal skills including sensitivity and diplomacy.
- Ability to confidently chair and minute meetings
Desirable
- Negotiation, conciliation and mediation skills.
Special requirements
Essential
- Confidentiality and understanding of GDPR.
- Understanding of behaviours meeting equality and diversity requirements
Values and behaviours
Essential
- Patients First
- Always Improving
- Working Together
Person Specification
Qualifications
Essential
- First degree or equivalent qualification or relevant experience
- Training/qualification in customer care/complaint management or equivalent experience
- Computer literacy in Word and Excel
Desirable
- Knowledge of NHS complaints procedure
- Qualification in complaint management.
- Management training/qualification, counselling/mediation qualification or equivalent experience.
Experience
Essential
- Experience of customer care and handling concerns/complaints of a complex nature
- Writing complex high-quality letters and reports.
- Evidence of teamwork abilities.
- Teaching experience/planning and delivering presentations to a wide range of staff
Desirable
- Complaint management experience within the NHS.
- Data inputting and analysis skill.
- Preparation of reports
- Project management and management of change.
Aptitudes and skills
Essential
- Listens attentively
- Excellent verbal and written communication skills and ability to be concise in both
- Emotional resilience and ability to manage stressful situations
- Self-motivated
- Able to use initiative and professional judgement
- Investigative skills.
- Analytical and constructive approach to problem solving
- Able to prioritise own workload and work under pressure to meet competing demands.
- Attention to detail
- Able to work independently and within a team.
- Excellent interpersonal skills including sensitivity and diplomacy.
- Ability to confidently chair and minute meetings
Desirable
- Negotiation, conciliation and mediation skills.
Special requirements
Essential
- Confidentiality and understanding of GDPR.
- Understanding of behaviours meeting equality and diversity requirements
Values and behaviours
Essential
- Patients First
- Always Improving
- Working Together
Additional information
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
