Job summary
Become a vital part of our Trust's commitment to listening and responding effectively. As a Complaints Officer, you'll provide essential administrative support and, under the guidance of the Complaints Manager, ensure our complaints process runs smoothly and efficiently. Your key responsibilities will include meticulously managing formal complaints from start to finish - ensuring they are accurately logged, tracked, and resolved within set timeframes, all while adhering to our Trust's procedures. You'll also play a role in providing clear, accurate data for important reports.
Main duties of the job
- Managing the end-to-end administration of complaints, including initial receipt, logging, allocation, and timely acknowledgement.
- Monitoring complaint progress, ensuring adherence to deadlines, and proactively communicating any delays.
- Maintaining accurate complaint records and databases, including actions identified and liaison with bodies like the Ombudsman.
- Assisting with the preparation of internal and external reports related to complaints, PALS, and claims.
- Drafting correspondence, reviewing complaint-related policies, and contributing to service improvements.
About us
Developmentand staff wellbeing
Your growthand personal happinessmattersto us.After all, we can't expect the best from you if we don't invest in your development and nurture your wellbeing.From the moment you join us, we're committed to fostering your professional and personal development within a supportive, empowering environment. Whether you're just starting your career or looking to advance further, we provide you with the tools and opportunities you need to succeed.We actively support colleagues to take part in research, quality improvement and innovation, whatever their role or level in the organisation.
To support your wellbeing, we offer an extensive range of resources, including an on-site staff nursery at Kingston Hospital, wellbeing practitioners, regular wellbeing classes, dedicated staff physiotherapist, comprehensive occupational health services, 24/7 employee assistance programme, and a range of other support and activities.
We also take every opportunity to thank and recognise the work our teams do, through weekly 'shoutouts' and patient feedback, monthly and annual awards.
Wherever you work across our organisation, we look forward to welcoming you.
Job description
Job responsibilities
Administration of Complaints
1. On receipt of complaint letters or verbal complaints, to advise complainants of the different methods available to manage their complaint and "triage" complaints appropriately.
2. To receive all incoming complaints and ensure that they are recorded and allocated within the Trusts complaints procedure and to ensure that all new complaints are acknowledged within a three working day timeframe.
3. To monitor current progress of complaints and to maintain an efficient weekly and ad hoc chasing up system to ensure that draft complaint responses are received by the Complaints Manager so that a final response is sent out within the 25 working day deadline.
4. To ensure that complainants are communicated with appropriately if there are any delays.
5. To monitor the status of reopened complaints and ensure that draft complaint responses are received so that a response can be sent within the 25 working day deadline
6. To liaise with the Ombudsman, to include the copying of medical records and complaint files, and the distribution of such information to persons involved.
**Please see the attached supporting job description and person specification document, which contains more information about the role and requirements. Please ensure your application refers to the job description and person specification**
Job description
Job responsibilities
Administration of Complaints
1. On receipt of complaint letters or verbal complaints, to advise complainants of the different methods available to manage their complaint and "triage" complaints appropriately.
2. To receive all incoming complaints and ensure that they are recorded and allocated within the Trusts complaints procedure and to ensure that all new complaints are acknowledged within a three working day timeframe.
3. To monitor current progress of complaints and to maintain an efficient weekly and ad hoc chasing up system to ensure that draft complaint responses are received by the Complaints Manager so that a final response is sent out within the 25 working day deadline.
4. To ensure that complainants are communicated with appropriately if there are any delays.
5. To monitor the status of reopened complaints and ensure that draft complaint responses are received so that a response can be sent within the 25 working day deadline
6. To liaise with the Ombudsman, to include the copying of medical records and complaint files, and the distribution of such information to persons involved.
**Please see the attached supporting job description and person specification document, which contains more information about the role and requirements. Please ensure your application refers to the job description and person specification**
Person Specification
Qualifications
Essential
- GCSE or equivalent in English and Maths
Experience
Essential
- Previous NHS experience, not necessarily in complaints
- Customer care
- Dealing with conflict
- Use of IT systems; report running
Desirable
Skills
Desirable
- Excellent interpersonal and customer care skills and ability to deal with conflict
- Good written and verbal communication skills
- Excellent attention to detail
- Organisational skills and ability to prioritise
- Adaptable and able to switch between tasks
- Ability to analyse and interpret data
- Ability to present oAbility to work within boundaries of role and be aware of when to escalate issues
- Ability to work with minimum supervision and work to protocols and procedures
Knowledge
Essential
- Understanding of NHS structure and organisation
- Understanding of NHS complaints procedure
Other
Essential
- Committed to continuous service improvement
- Motivated and enthusiastic approach to work
Person Specification
Qualifications
Essential
- GCSE or equivalent in English and Maths
Experience
Essential
- Previous NHS experience, not necessarily in complaints
- Customer care
- Dealing with conflict
- Use of IT systems; report running
Desirable
Skills
Desirable
- Excellent interpersonal and customer care skills and ability to deal with conflict
- Good written and verbal communication skills
- Excellent attention to detail
- Organisational skills and ability to prioritise
- Adaptable and able to switch between tasks
- Ability to analyse and interpret data
- Ability to present oAbility to work within boundaries of role and be aware of when to escalate issues
- Ability to work with minimum supervision and work to protocols and procedures
Knowledge
Essential
- Understanding of NHS structure and organisation
- Understanding of NHS complaints procedure
Other
Essential
- Committed to continuous service improvement
- Motivated and enthusiastic approach to work
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.
