Band 5 Customer Relations Officer - PALS & Complaints

Job summary

Customer Relations is our 'front door step' for patients, carers, relatives and staff from other organisations to access our Patient Advice & Liaison Service (PALS) and Complaints. As a Customer Relations Officer, you will be part of a close-knit team who are the first point of contact for those who call, email or write into our service. By its very nature, people usually contact our service because they don't have information they need or they wish to complain about an aspect of care offered by BSMHFT. Some of those who contact us, although by no means all, are distressed, angry and/or frustrated. Your job includes listening to people, understanding what it is that they want to happen next and empathising with their emotion, without taking this personally. You will then act on this information to access whatever is required and feed this back to the person. We receive in excess of 100 calls and emails every day; working quickly without rushing individuals and with attention to detail is an important aspect of this role. We make extensive use of a variety of computer software, where accurate and timely records are essential. You may also be asked to assist the Senior Customer Relations officers, in fact-finding or preparing written responses.

Main duties of the job

As Customer Relations Officer, your duties are:

• to receive telephone calls, emails or written communication into our Customer Relations freephone, email or postal address
• to communicate to all those in contact with the service compassionately, under all circumstances
• to log all contacts accurately (we use Ulysses. Microsoft software and other Trust systems)
• to liaise with the caller/writer to understand exactly what they would like to happen as a result of contacting us
• to liaise with clinical services to establish the information above, in so far as is possible
• to investigate formal complaints and provide written responses
• to work to the NHS complaints guidance, and liaise with regulators such as the CQC and PHSO
• to maintain accurate records and ensure that these are updated in a timely manner once calls are closed
• to offer support to colleagues and accept their support in return - this role can be challenging however we do not work in isolation.
• to maintain confidentiality at all times and treat others with dignity and respect in all circumstances
• to recognise and escalate matters outside the role to senior staff, including recognising issues of safeguarding, risk and enquiries from regulatory bodies

About us

Welcome to Birmingham and Solihull Mental Health NHS Foundation Trust. Our 4000 clinical and support staff help us to improve mental health wellbeing and meet the needs of the 70,000 people we serve each year. We provide a range of mental healthcare services across Birmingham and Solihull, as well as specialised services nationally. We also offer medical, nursing and psychology training and are proud of our international reputation for both research and innovation.

Our population is culturally diverse, characterised in places by high levels of deprivation which create an increasing demand for our services and a necessity for us to make sure everyone can access the help they need. We are a team of compassionate, inclusive and committed people working together to provide excellent care to support our community. If you are looking for a place to belong, where you can make a real difference to people's lives, join our team where our warm welcome is waiting for you.