Job summary
The successful applicant will be a key member of our Trust's PALS & Complaints Team, coordinating responses to concerns and complaints raised by those that use our services. They will ensure we respond to complaints in a way that resolves them for the person who is raising the concerns and results in service improvements for our organisation.
This will include engaging with the person raising the complaint to agreethe issues to be responded to and outcome sought, preparing the case forinvestigation, reviewing investigation reports and drafting of our Trust's response based on the investigation findings.
As a member of the team, the post holder will contribute to developments in concern and complaints handling processes, the team's function and deliver training to staff.
It is an opportunity to make an impact on the lives of those that use our services and improve the systems within which our colleagues work.
Main duties of the job
- Ensuring that complaints are investigated and responded to in accordance with the Trust's Complaints Policy.
- Offering support and advice to people raising complaints and Trust staff throughout the complaints process.
- Identifying the most appropriate means of resolving the complaints received whilst also making sure that they are thoroughly investigated and any opportunity for learning is identified.
Full details can be found in the job description.
About us
We are proud to provide high quality mental health and learning disability services, both inpatient and in the community across five boroughs of Greater Manchester - Bury, Oldham, Rochdale, Stockport and Tameside and Glossop.
Our vision is for a happier and more hopeful life for everyone in our communities and our staff work hard to deliver the very best care for the people who use our services. We're really proud of our #PennineCarePeople and do everything we can to make sure we're a great place to work.
All individuals regardless of race, age, disability, ethnicity, nationality, gender, gender reassignment, sexual orientation, religion or belief, marriage and civil partnership are encouraged to apply for this post. We would also encourage applications from individuals with a lived experience of mental illness, either individually or as a carer.
Job description
Job responsibilities
Please see attached job description and person specification to support your application for this post. Please refer to the essential criteria in the person specification which will highlight the skills, knowledge and experience you will need to demonstrate in your application, by way of example, to give yourself the best opportunity to be shortlisted
Job description
Job responsibilities
Please see attached job description and person specification to support your application for this post. Please refer to the essential criteria in the person specification which will highlight the skills, knowledge and experience you will need to demonstrate in your application, by way of example, to give yourself the best opportunity to be shortlisted
Person Specification
Education / Qualifications
Essential
- Educated to degree level or equivalent experience including experience in a senior administration or junior management position
Desirable
- ECDL
- Qualification in Customer Service or investigation
Experience
Essential
- Significant experience of working in a patient / client facing role, dealing directly with people to resolve problems / concerns and managing complaints for service users / customers / patients
- Significant experience of addressing concerns and complaints from people that may be bereaved, have complex communication needs, be distressed, angry and / or persistent
- Significant experience of communicating and/or negotiating with professionals of different grades within an organisation with regard to incidents and / or complaints.
- Significant administration experience to include demonstrable experience of developing and maintaining effective administration systems
Desirable
- Experience of managing NHS complaints
- Experience in developing complaints management processes
- Experience of communicating and / or negotiating with healthcare professionals of different grades with regard to incidents and / or complaints
- Experience of using Ulysses Database or similar software packages for managing complaints.
Knowledge
Essential
- Knowledge of health service provision
- Have an understanding of information governance legislation / confidentiality
- A knowledge of personal accountability and responsibilities as set out in job specification
- Awareness for need for professional development and responsibility.
Desirable
- Knowledge of the NHS Complaints Regulations.
Skills and Abilities
Essential
- Excellent communication and presentation skills, both written and oral, and the ability to build rapport and credibility with people raising concerns and complaints, staff, patients, members of the public, with sensitivity and diplomacy, on occasion under difficult circumstances
- Fluent in English, with excellent written and oral communication skills
- Excellent organisational skills and computer literacy.
- Ability to analyse complex information with the ability to identify facts and statistics that matter, and to communicate these to a variety of audiences
- Ability to produce clear and precise written reports conveying complex information in a sensitive and timely manner
- Ability to use own initiative, to work unsupervised, to plan and prioritise own work and that of others and a demonstrable ability to be adaptable and flexible in achieving set objectives and specified targets
- Ability to work under pressure and to tight deadlines
- Problem solving skills in the context of resolving complaints / concerns
Desirable
- Negotiation and / or mediation skills
- Training / presentation skills
Work Related Circumstances
Essential
- Use of a car or access to a means of mobility to travel across the Trust footprint in line with service needs
- Willing to carry out all duties and responsibilities of the post in accordance with the Trust's Equal Opportunities and Equality and Diversity policies
- Appointments to regulated and controlled activities require an enhanced DBS disclosure.
Person Specification
Education / Qualifications
Essential
- Educated to degree level or equivalent experience including experience in a senior administration or junior management position
Desirable
- ECDL
- Qualification in Customer Service or investigation
Experience
Essential
- Significant experience of working in a patient / client facing role, dealing directly with people to resolve problems / concerns and managing complaints for service users / customers / patients
- Significant experience of addressing concerns and complaints from people that may be bereaved, have complex communication needs, be distressed, angry and / or persistent
- Significant experience of communicating and/or negotiating with professionals of different grades within an organisation with regard to incidents and / or complaints.
- Significant administration experience to include demonstrable experience of developing and maintaining effective administration systems
Desirable
- Experience of managing NHS complaints
- Experience in developing complaints management processes
- Experience of communicating and / or negotiating with healthcare professionals of different grades with regard to incidents and / or complaints
- Experience of using Ulysses Database or similar software packages for managing complaints.
Knowledge
Essential
- Knowledge of health service provision
- Have an understanding of information governance legislation / confidentiality
- A knowledge of personal accountability and responsibilities as set out in job specification
- Awareness for need for professional development and responsibility.
Desirable
- Knowledge of the NHS Complaints Regulations.
Skills and Abilities
Essential
- Excellent communication and presentation skills, both written and oral, and the ability to build rapport and credibility with people raising concerns and complaints, staff, patients, members of the public, with sensitivity and diplomacy, on occasion under difficult circumstances
- Fluent in English, with excellent written and oral communication skills
- Excellent organisational skills and computer literacy.
- Ability to analyse complex information with the ability to identify facts and statistics that matter, and to communicate these to a variety of audiences
- Ability to produce clear and precise written reports conveying complex information in a sensitive and timely manner
- Ability to use own initiative, to work unsupervised, to plan and prioritise own work and that of others and a demonstrable ability to be adaptable and flexible in achieving set objectives and specified targets
- Ability to work under pressure and to tight deadlines
- Problem solving skills in the context of resolving complaints / concerns
Desirable
- Negotiation and / or mediation skills
- Training / presentation skills
Work Related Circumstances
Essential
- Use of a car or access to a means of mobility to travel across the Trust footprint in line with service needs
- Willing to carry out all duties and responsibilities of the post in accordance with the Trust's Equal Opportunities and Equality and Diversity policies
- Appointments to regulated and controlled activities require an enhanced DBS disclosure.
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).
