Job summary
An exciting opportunity has arisen for a Complaints Officer to work in liaison with the PALS & Complaints Manager,
The Postholder will act as as point of contact for patients, service users, their families and carers. They will assess complaints and allocate to the appropriate service .
Will monitoring a individual caseload to ensure timescales are monitored, Ensure all public and patient contact is of highest professional standard; o Provide high-quality guidance and support to directorates on resolving complaints .
Main duties of the job
To Support and inform patients, service users on the Trust complaints process; be responsible for your individual caseload to ensure timescales are monitored. Ensure all public and patient contact is of highest professional standard. Provide high-quality guidance and support to directorates on resolving complaints .
About us
COVID-19 Vaccination
We continue to encourage all staff to ensure that they have been double vaccinated and received their booster. We recognise that taking the vaccine provides the best defence against COVID 19 for our patients, our staff and their families.
Probationary Period
This post will be subject to a probationary period. Internal applicants are exempt from the probationary period (unless you are an internal applicant currently part way through a probationary period or currently a bank member of staff).
Starting with NELFT
NELFT place a great deal of importance on new starters being properly welcomed and inducted into the Trust. All new starters will join the Trust on the first Monday of each month and will undertake a comprehensive induction of up to two weeks which will include mandatory training, systems training and the allocation of equipment. As part of the process new starters will have the opportunity to also meet the executive team, senior managers and attend a number of drop in sessions focusing in engagement, health and wellbeing and key processes. The induction will be held at our head office in Rainham, Essex.
This post also attracts payment for High Cost Area Supplement of 5% of the basic salary (minimum payment of £1,192 and a maximum payment of £2,011 per annum pro rata).
Please refer to the attached job description and person specification for further details on this vacancy.
Job description
Job responsibilities
Please refer to the attached job description and person specification for further details on this vacancy
In liaison with the PALS & Complaints Manager, ensure all complaints received, whether in writing, by email, by telephone or in person, are processed in line with national guidance.
- In liaison with service leads and where appropriate apply the local resolution approach.
- Ensure Being Open principles are applied in all aspects of role.
- In liaison with the PALS & Complaints Manager, approach investigating officers, through an agreed process, providing relevant documentation to enable the complaint to be investigated appropriately.
- Ensuring all complaints responses are dealt with professionally and in line with Trust Policy
- Ensuring all complaint responses are of a high standard
- Maintain the complaints database including key themes and investigation outcomes.
- Provide advice on complaints handling as required
- To establish and maintain effective communication and positive working relationships with staff in the Trust and relevant external agencies including the Health Service Ombudsman, local HealthWatch organisations, local service user and advocacy services such as ICAS
- To ensure sensitive, emotionally charged, and complex situations that may arise with complainants are dealt with appropriately
- Support the collation of informal concerns, compliments data and maintain database
- Ensure information for Freedom of Information requests is provided within agreed timescales
- Is expected to travel across NELFT sites as required, to support services deal with Complaints and offer drop-in sessions to Investigative Officers (IO) as required
- To foster a strong working relationship between the locality and the Complaints Team
- Regularly attending the locality leadership team meetings to give update on the numbers of complaints and any issues
- In liaison with the PALS & Complaints Manager, provide data for management reports within agreed timescales
- Work on own initiative and prioritise workload to ensure deadlines are met
- Represent the PALS & Complaints Manager at various meeting as required
Job description
Job responsibilities
Please refer to the attached job description and person specification for further details on this vacancy
In liaison with the PALS & Complaints Manager, ensure all complaints received, whether in writing, by email, by telephone or in person, are processed in line with national guidance.
- In liaison with service leads and where appropriate apply the local resolution approach.
- Ensure Being Open principles are applied in all aspects of role.
- In liaison with the PALS & Complaints Manager, approach investigating officers, through an agreed process, providing relevant documentation to enable the complaint to be investigated appropriately.
- Ensuring all complaints responses are dealt with professionally and in line with Trust Policy
- Ensuring all complaint responses are of a high standard
- Maintain the complaints database including key themes and investigation outcomes.
- Provide advice on complaints handling as required
- To establish and maintain effective communication and positive working relationships with staff in the Trust and relevant external agencies including the Health Service Ombudsman, local HealthWatch organisations, local service user and advocacy services such as ICAS
- To ensure sensitive, emotionally charged, and complex situations that may arise with complainants are dealt with appropriately
- Support the collation of informal concerns, compliments data and maintain database
- Ensure information for Freedom of Information requests is provided within agreed timescales
- Is expected to travel across NELFT sites as required, to support services deal with Complaints and offer drop-in sessions to Investigative Officers (IO) as required
- To foster a strong working relationship between the locality and the Complaints Team
- Regularly attending the locality leadership team meetings to give update on the numbers of complaints and any issues
- In liaison with the PALS & Complaints Manager, provide data for management reports within agreed timescales
- Work on own initiative and prioritise workload to ensure deadlines are met
- Represent the PALS & Complaints Manager at various meeting as required
Person Specification
Knowledge and Experience
Essential
- Candidate must have degree or Equivalent relevant experience
- NVQ Level 2 or Equivalent Standard of Literacy and Numeracy
Desirable
- Experience of Complaint Handling
IT Skills
Essential
- Excellent Microsoft Office Skills
- Basic Awareness of IT & IT skills
Desirable
- Experience of using Risk Management Software
Professional Capabilities
Essential
- The ability to demonstrate critical appraisal skills
- Ability to work as effectively with a team
- Ability to prioritise own workload
Other Skills
Essential
- The Postholder will be expected to evidence how they implement the Trust Values in their day to day work
- Commication skills both verbal and written
- able to maintain confidentiality and handling of sensitive information
Person Specification
Knowledge and Experience
Essential
- Candidate must have degree or Equivalent relevant experience
- NVQ Level 2 or Equivalent Standard of Literacy and Numeracy
Desirable
- Experience of Complaint Handling
IT Skills
Essential
- Excellent Microsoft Office Skills
- Basic Awareness of IT & IT skills
Desirable
- Experience of using Risk Management Software
Professional Capabilities
Essential
- The ability to demonstrate critical appraisal skills
- Ability to work as effectively with a team
- Ability to prioritise own workload
Other Skills
Essential
- The Postholder will be expected to evidence how they implement the Trust Values in their day to day work
- Commication skills both verbal and written
- able to maintain confidentiality and handling of sensitive 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).
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).
