Job summary
Are you looking for a varied but interesting new post in the NHS? If so, then look no further.
We are looking for someone who can work autonomously using their own initiative but also as part of a team to coordinate the maternity and neonates complaints. You will be approachable and be able to communicate well within the multi-disciplinary team to ensure complaints are responded to in a timely fashion.
You will be organised and have the ability to prioritise a varied workload whilst coping within a pressurised environment. You may also have to deal with some highly emotional situations.
As well as having excellent computer skills with a good knowledge of Microsoft Office and have the ability to work with multiple systems and databases, you will also have experience of report writing for Director level and some PA experience.
Main duties of the job
You will manage the day to day coordination of the maternity and neonatal complaints service and have the ability to meet complaints response deadlines.
You will work in conjunction with the Complaints /PALS team to ensure an impartial, personal, effective and efficient complaints service is provided to women, birthing people and their families.
You will provide a visible and effective complaints service by ensuring women, birthing people, their families, and the public have access to and receive timely and high-quality information, advice, and complaint responses.
You will be required to liaise with key staff to receive, manage and respond to compliments, comments, concerns and complaints in line with Trust policies and procedures working closely with the staff to resolve the complaints, comments and concerns in a timely and efficient way in order to achieve the best outcome for complainants and the maternity/ neonatal services concerned.
You will ensure robust process of monitoring and tracking learning outcome from complaints and actions from complaints to their completion and record evidence.
You will also provide some Personal Assistance support to the Director of Midwifery, Nursing and Governance
About us
Our whole maternity service is exciting and innovative and due to this, we received a CQC rating of 'Good' in 2017 which we have followed with another rating of 'Good' in 2018. This follows on from winning the 2016 RCM award for Midwifery Service of the Year.
Your personal development will be identified at your annual appraisal reviews and supported by your team leads and senior midwifery managers.
Our staff also have access to a salary sacrifice scheme which includes lease car hire.
Please read the job and personal specifications carefully. You need to provide evidence in your application of all the essential criteria. All shortlisted candidates are invited to testing and those that are successful at testing will be invited back for an interview on a separate date
Invites to testing and interview will be sent to Personal e-mail addresses, please ensure one is provided on your application.
Job description
Job responsibilities
Manage the day to day coordination of the maternity and neonatal complaints service. Ability to meet complaints response deadlines.Working in conjunction with the Complaints /PALS team to ensure an impartial, personal, effective and efficient complaints service is provided to women, birthing people and their families.Provide a visible and effective complaints service by ensuring women, birthing people, their families, and the public have access to and receive timely and high-quality information, advice, and complaint responses.Liaise with key staff to receive, manage and respond to compliments, comments, concerns and complaints in line with Trust policies and procedures working closely with the staff to resolve the complaints, comments and concerns in a timely and efficient way in order to achieve the best outcome for complainants and the maternity/ neonatal services concerned.To ensure robust process of monitoring and tracking learning outcome from complaints and actions from complaints to their completion and record evidence.Personal Assistance support to the Director of Midwifery, Nursing and Governance
Job description
Job responsibilities
Manage the day to day coordination of the maternity and neonatal complaints service. Ability to meet complaints response deadlines.Working in conjunction with the Complaints /PALS team to ensure an impartial, personal, effective and efficient complaints service is provided to women, birthing people and their families.Provide a visible and effective complaints service by ensuring women, birthing people, their families, and the public have access to and receive timely and high-quality information, advice, and complaint responses.Liaise with key staff to receive, manage and respond to compliments, comments, concerns and complaints in line with Trust policies and procedures working closely with the staff to resolve the complaints, comments and concerns in a timely and efficient way in order to achieve the best outcome for complainants and the maternity/ neonatal services concerned.To ensure robust process of monitoring and tracking learning outcome from complaints and actions from complaints to their completion and record evidence.Personal Assistance support to the Director of Midwifery, Nursing and Governance
Person Specification
Qualifications and Training
Essential
- Degree or NVQ level 4 or equivalent experience
Experience/skills
Essential
- Proven administration and clerical experience
- Strong written skills
- Ability to critically appraise /attention to detail
- Knowledge of complaints procedures
- Able to communicate effectively with the multi-disciplinary teams
- Ability to progress and ensure timely responses to complaints/concerns
- Ability to deal with complex and sensitive situations
- Empathy and ability to work with distressed/bereaved patients/carers
- Sensitivity and resilience
- Ability to prioritise and organise a varied workload
- Ability to cope with pressure and highly emotional situations
Desirable
- Previous complaints coordination experience
- Experience of report writing for Director level
Knowledge
Essential
- Computer literate with a good knowledge of Microsoft Office and be able to work multiple systems and databases
Person Specification
Qualifications and Training
Essential
- Degree or NVQ level 4 or equivalent experience
Experience/skills
Essential
- Proven administration and clerical experience
- Strong written skills
- Ability to critically appraise /attention to detail
- Knowledge of complaints procedures
- Able to communicate effectively with the multi-disciplinary teams
- Ability to progress and ensure timely responses to complaints/concerns
- Ability to deal with complex and sensitive situations
- Empathy and ability to work with distressed/bereaved patients/carers
- Sensitivity and resilience
- Ability to prioritise and organise a varied workload
- Ability to cope with pressure and highly emotional situations
Desirable
- Previous complaints coordination experience
- Experience of report writing for Director level
Knowledge
Essential
- Computer literate with a good knowledge of Microsoft Office and be able to work multiple systems and databases
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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).
