Job summary
As a Senior Complaints Officer, the post holder will work as part of a dynamic team in delivering an effective service supporting managers and staff in managing complaints.
The Senior Complaints Officer holds a key role within the East Midlands Primary Care Complaints Team. They have responsibility for supporting the Complaints manager to ensure effective operational delivery of Complaints, and will have specific responsibility for managing members of the Complaints Team.
The post holder will ensure that patient safety and experience is a priority in all aspects of complaint management and that a patient focused approach is always taken.
The Senior Complaints Officer will manage a caseload of complex complaints from the point of receipt to resolution. They will work as part of a team to effectively manage and prioritise complaints cases, offering advice and support to colleagues in relation to more complex cases.
Specifically, the post holder will,
Work collaboratively with regional ICB teams to progress formal complaints in relation to Primary Care.
Correctly identify the relevant points raised by the complainant to achieve the best response.
Effectively communicate with the complainant and the provider to best manage complaints, ensuring the complainant is updated.
Work with providers to secure a full and detailed investigation/response within a timeframe.
Main duties of the job
Operational
To operate in a highly political and sensitive environment.
Provide specialist advice, prepare strategic reports and briefings for directors and stakeholders.
In depth analysis, interpretation, and production of complex and multiple reports.
Take responsibility for managing a case load of complaints.
Responsibility for managing the complaints inbox, triaging and allocating complaints
Analytical/Judgemental
Undertake complex and detailed information analysis of projects/reports requiring a high level of concentration.
Update, maintain, organise, gather, and analyse information to meet future organisational and team needs by identifying best professional practice.
Monitor and evaluate risks and issues using a tracking mechanism to enable a proactive resolution and escalation process.
Contribute to information management of performance, leading on specific projects.
Provide coordination and participate in relevant meetings, reporting attendance and providing information, advice and support.
Financial and Physical Resources
Deliver against organisational objectives, achieving quality outcomes, prioritising own workload, and working to tight deadlines.
Support teams on the targeting of resources, monitoring, implementing, evaluating and delivery of plans by providing high-quality information and analysis.
About us
NHS Nottingham and Nottinghamshire Integrated Care Board (ICB) is a strategic component of the Integrated Care System (ICS) across Nottingham and Nottinghamshire. We were formed with the intention to improve population health and collaborate with local partners (NHS, Local Authority and Third Sector) to deliver high quality health and social care provision to our local population.
We have accountability for the system delivery of the ICS' priorities such as improving outcomes in population health and healthcare, tackling inequalities in outcomes, experience, and access, enhancing productivity and value for money, and helping the NHS support broader social and economic development.
We seek to improve the patient experience and are committed at looking at innovative ways we can improve care and offer access and choice to our patients. Patients are at the heart of everything we do and it's important that they are involved not just in decisions about their individual care, but also in the decisions that shape the health services delivered locally. In conjunction, with patient experience and the growing demands of our population; we are facing significant financial challenge. We are required to reduce expenditure to sustainable levels (ICS 5-year strategic plan).
The ambitions are great, but so are the opportunities to be part of our new and evolving organisation, to make positive impactful change to the health and social care agenda across Nottingham and Nottinghamshire.
Job description
Job responsibilities
Information Management.
Develop the acquisition, organisation, provision and use of knowledge and information.
Highlight exceptions and risks ensuring mitigating action is taken.
Drafting reports summarising status on issues, appraising outcomes, and providing progress reports for the Head of Department.
Analyse, interpret and present data to highlight issues, risks and support decision making.
Responsible for the inputting and management of databases to enable reviewing and reporting.
Contributes to ensuring there are processes in place for spreading and sharing learning and outcomes.
Research and Development
Plan, develop and evaluate methods and processes for gathering, analysing, interpreting and presenting data and information.
Actively supports and contributes to the development of key performance indicators for the successful assessment of performance.
Test and review new concepts, models, and practices.
Planning and Organisation:
Determine the development of performance and governance strategies and the development and implementation of improvement programmes, in accordance with Service Sector priorities.
Determine short-, medium- and long-term business plans, achieving quality outcomes.
Deliver against objectives, achieving quality outcomes, prioritising own workload, and working to tight deadlines.
Support the implementation of strategic- modernisation/service improvement, public health, workforce or commissioning strategies and any associated action plans.
Policy and Service Development:
Carry responsibility for developing policy and procedure within own discipline/field, including briefings, commissioning, business or resources.
Contribute to the review and development of existing information management systems
Job description
Job responsibilities
Information Management.
Develop the acquisition, organisation, provision and use of knowledge and information.
Highlight exceptions and risks ensuring mitigating action is taken.
Drafting reports summarising status on issues, appraising outcomes, and providing progress reports for the Head of Department.
Analyse, interpret and present data to highlight issues, risks and support decision making.
Responsible for the inputting and management of databases to enable reviewing and reporting.
Contributes to ensuring there are processes in place for spreading and sharing learning and outcomes.
Research and Development
Plan, develop and evaluate methods and processes for gathering, analysing, interpreting and presenting data and information.
Actively supports and contributes to the development of key performance indicators for the successful assessment of performance.
Test and review new concepts, models, and practices.
Planning and Organisation:
Determine the development of performance and governance strategies and the development and implementation of improvement programmes, in accordance with Service Sector priorities.
Determine short-, medium- and long-term business plans, achieving quality outcomes.
Deliver against objectives, achieving quality outcomes, prioritising own workload, and working to tight deadlines.
Support the implementation of strategic- modernisation/service improvement, public health, workforce or commissioning strategies and any associated action plans.
Policy and Service Development:
Carry responsibility for developing policy and procedure within own discipline/field, including briefings, commissioning, business or resources.
Contribute to the review and development of existing information management systems
Person Specification
Qualifications
Essential
- Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area.
Knowledge and Experience
Desirable
- Experience of managing complaints in a healthcare environment. Familiarity with the NHS complaints regulations.
- Experience of building effective cross functional working relationships to drive organisational agenda.
- Previous experience in similar role in public sector
Skills, Capabilities and Attributes
Essential
- Being resilient in managing highly emotive situations with both staff and complainants on a regular basis.
- Demonstrable experience developing, managing, and motivating teams/individuals to ensure success.
- Experience of delivering against competing priorities and deadlines while also directing the work of teams/individuals.
- Ability to analyse and interpret information. Pre-empt and evaluate issues and recommend an appropriate course of action to address issues.
- Problem solving skills and ability to respond to sudden unexpected demands
- Attention to detail combined with an ability to extract key messages from complex analysis.
Values and Behaviours
Essential
- Values diversity and difference; operates with integrity and openness. Works well with others, is positive and helpful, listens, involves, respects, and learns from the contribution of others.
- Consistently looks to improve what they do, look for successful tried and tested ways of working, and seeks out innovation.
- Self-awareness in teams of emotional intelligence, biases and personal triggers with cultural sensitivity and awareness.
Other
Essential
- An ability to maintain confidentiality and trust.
Person Specification
Qualifications
Essential
- Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area.
Knowledge and Experience
Desirable
- Experience of managing complaints in a healthcare environment. Familiarity with the NHS complaints regulations.
- Experience of building effective cross functional working relationships to drive organisational agenda.
- Previous experience in similar role in public sector
Skills, Capabilities and Attributes
Essential
- Being resilient in managing highly emotive situations with both staff and complainants on a regular basis.
- Demonstrable experience developing, managing, and motivating teams/individuals to ensure success.
- Experience of delivering against competing priorities and deadlines while also directing the work of teams/individuals.
- Ability to analyse and interpret information. Pre-empt and evaluate issues and recommend an appropriate course of action to address issues.
- Problem solving skills and ability to respond to sudden unexpected demands
- Attention to detail combined with an ability to extract key messages from complex analysis.
Values and Behaviours
Essential
- Values diversity and difference; operates with integrity and openness. Works well with others, is positive and helpful, listens, involves, respects, and learns from the contribution of others.
- Consistently looks to improve what they do, look for successful tried and tested ways of working, and seeks out innovation.
- Self-awareness in teams of emotional intelligence, biases and personal triggers with cultural sensitivity and awareness.
Other
Essential
- An ability to maintain confidentiality and trust.
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.
