Band 4 Complaints Administrator

NHS Somerset Integrated Care Board

The closing date is 15 July 2024

Job summary

The Collaborative Commissioning Hub (CCH) complaints team provides a complaints resolution service to all seven Integrated Care Boards (ICB) in the South West of England, for primary care services including general practice, dental, pharmacy and optometry.

The Complaints Team Administrator supports the complaints team to deliver a high quality complaints function. Responsible for the provision of administrative and secretarial services, the Complaints Team Administrator works closely with team members to ensure information is available as needed, that an empathetic and efficient front of house function is in place and that systems and processes are developed and maintained.

We would be delighted to hear from you if you have a background in administration, have outstanding communication skills, enjoy working as part of a team and are passionate about high quality service delivery.

Face to face interviews to be held, please indicate in your application if you would prefer Somerset House Taunton or Shire Hall Gloucester for your interview location.

Main duties of the job

As a Complaints Administrator, the post holder will work as part of a dynamic team in delivering an effective service supporting managers and staff in managing complaints.

The post holder will provide and coordinate administrative and secretarial services; including for example, the preparation of agendas and minutes, taking appropriate follow-up action as required. Supporting the team with the management of complaints, gathering information and undertaking enquires as and when is necessary. The Complaints Administrator will provide a front of house service to complainants, service providers and all stakeholders.

The Complaints Administrator will oversee standardised elements of the complaints process including acknowledgement, consent, records management, and liaison with the Parliamentary and Health Service Ombudsman regarding requests for files.

The Complaints Administrator will ensure that the complaints management system is up to date and any contact and / or activity relating to a complaint is contemporaneously documented in the system (with attachments when relevant).

About us

NHS Somerset Integrated Care Board (ICB), known as NHS Somerset is the statutory NHS organisation responsible for implementing a health and care strategy developed by the Integrated Care Partnership.

NHS Somerset consists of approx. 370 staff, across 8 directorates, with multiple teams within each directorate.

We encourage applications from people of all backgrounds and welcome applications from underrepresented groups. When recruiting, we are committed to equality of opportunity for all. We believe that the best organisations are those that reflect the communities they serve.

We offer flexible working from your first day of employment and we also have an agile approach to home / office-based working. Please note however, that elements of the role may require you to travel to other locations across South West, to attend in-person meetings and meet the needs of the service. Please consider this before applying.

Job Share and Secondment opportunities will be considered. If you are seeking an internal or external secondment, please seek advice from your HR team and you must also obtain your current line manager's permission to be released on secondment before applying, to avoid disappointment.

We also offer an excellent pension scheme and generous annual leave entitlement.

Please read the attached documents / visit the links listed before applying.

Thank you for your interest.

Date posted

01 July 2024

Pay scheme

Agenda for change

Band

Band 4

Salary

£25,147 to £27,596 a year

Contract

Permanent

Working pattern

Part-time, Job share, Flexible working

Reference number

D9462-SOMICB03-24

Job locations

NHS Somerset ICB

Wynford House, Lufton Way

Yeovil

Somerset

BA22 8HR

Nhs Gloucestershire

Westgate Street

Gloucester

GL1 2TG

Job description

Job responsibilities

Purpose of Role

The Collaborative Commissioning Hub (CCH) complaints team provides a complaints resolution service to all seven Integrated Care Boards (ICBs) in the South West of England, for primary care services including general practice, dental, pharmacy and optometry.

The Complaints Team Administrator will support the complaints team in the provision of high quality and timely services. This will include:

Provision and coordination of administrative and secretarial services, including for example, preparation of papers, agendas and minute taking.

Supporting the team with management of complaints, gathering and collating information.

Provision of a front of house function for the team.

Undertaking standardised elements of the complaints process including acknowledgement, consent, records management and liaison with stakeholders as required.

Oversight of the complaints management system, ensuring that it is up to date at all times.

Communications and Relationships

The CCH team has positive and engaging relationships with key stakeholders including ICBs, NHS England and the Parliamentary and Health Service Ombudsman, and the Complaints Team Administrator will continue to work to nurture and maintain those relationships.

Work collaboratively with internal and external stakeholders to provide a quality complaints service to our customers.

Working together with other administrative staff to provide an effective front of house function, including telephone calls, written contacts and visitors to the office.

Autonomy / Freedom to Act

Undertake standardised elements of the complaints management process, including acknowledgement of complaint, obtaining consent and liaising with stakeholders in relation to information required.

Support complaints team colleagues to manage complaints.

Responsible for the ordering of stationery and consumables for the team within budget, and ensure their safe keeping.

Analytical / Judgement Skills

Support the Complaints Team Manager to triage new work and distribute to team members.

Planning and Organisation

Comply with governance requirements, including management of confidentiality.

Contemporaneously record information within the complaints management system.

Manage the electronic team diary, including arranging appointments and associated travel.

Ensure that all contact is dealt with in a timely manner and distributed to relevant parties, including sensitive and confidential information.

Input, monitor and check data, including data required for performance management and to determine themes and trends from learning.

Development and maintenance of electronic and paper filing systems, ensuring information is kept securely and is accessible to the team.

Preparation of agendas, taking and distributing minutes / notes of meetings.

Patient and Client Care

Ensure that all contact with complainants, and others, is of highest professional standard.

Uphold organisational policies and principles on the promotion of equality.

Create an inclusive working environment where diversity is valued, everyone can contribute, and everyday actions ensure we meet our duty to uphold and promote equality.

Plan and organise events as directed, providing necessary administrative support.

Manage challenging situations, for example angry complainants, in accordance with policy.

Service Development / Policy Review

Support the organisations ways of working, model its values and champion the NHS Constitution.

Contribute to the review and development of existing systems and processes and contribute to the development of new and improved ways of working.

HR / Responsibility for Training and Recruitment

Provide advice and support to others on own area of responsibility.

Support training and induction of new staff into the team.

Ensure the health, safety and wellbeing of all staff within the department.

Research and Development

Support complaints team staff to undertake research and development activities as directed.

The job description is not exhaustive, and the Complaints Team Administrator is expected to carry out other tasks as delegated and appropriate

Job description

Job responsibilities

Purpose of Role

The Complaints Team Administrator will support the complaints team in the provision of high quality and timely services. This will include:

Provision and coordination of administrative and secretarial services, including for example, preparation of papers, agendas and minute taking.

Supporting the team with management of complaints, gathering and collating information.

Provision of a front of house function for the team.

Undertaking standardised elements of the complaints process including acknowledgement, consent, records management and liaison with stakeholders as required.

Oversight of the complaints management system, ensuring that it is up to date at all times.

Communications and Relationships

Work collaboratively with internal and external stakeholders to provide a quality complaints service to our customers.

Working together with other administrative staff to provide an effective front of house function, including telephone calls, written contacts and visitors to the office.

Autonomy / Freedom to Act

Undertake standardised elements of the complaints management process, including acknowledgement of complaint, obtaining consent and liaising with stakeholders in relation to information required.

Support complaints team colleagues to manage complaints.

Responsible for the ordering of stationery and consumables for the team within budget, and ensure their safe keeping.

Analytical / Judgement Skills

Support the Complaints Team Manager to triage new work and distribute to team members.

Planning and Organisation

Comply with governance requirements, including management of confidentiality.

Contemporaneously record information within the complaints management system.

Manage the electronic team diary, including arranging appointments and associated travel.

Ensure that all contact is dealt with in a timely manner and distributed to relevant parties, including sensitive and confidential information.

Input, monitor and check data, including data required for performance management and to determine themes and trends from learning.

Development and maintenance of electronic and paper filing systems, ensuring information is kept securely and is accessible to the team.

Preparation of agendas, taking and distributing minutes / notes of meetings.

Patient and Client Care

Ensure that all contact with complainants, and others, is of highest professional standard.

Uphold organisational policies and principles on the promotion of equality.

Create an inclusive working environment where diversity is valued, everyone can contribute, and everyday actions ensure we meet our duty to uphold and promote equality.

Plan and organise events as directed, providing necessary administrative support.

Manage challenging situations, for example angry complainants, in accordance with policy.

Service Development / Policy Review

Support the organisations ways of working, model its values and champion the NHS Constitution.

Contribute to the review and development of existing systems and processes and contribute to the development of new and improved ways of working.

HR / Responsibility for Training and Recruitment

Provide advice and support to others on own area of responsibility.

Support training and induction of new staff into the team.

Ensure the health, safety and wellbeing of all staff within the department.

Research and Development

Support complaints team staff to undertake research and development activities as directed.

The job description is not exhaustive, and the Complaints Team Administrator is expected to carry out other tasks as delegated and appropriate

Person Specification

Knowledge and Skills

Essential

Understand key issues within the NHS.
Can communicate effectively both orally and in writing, with a range of stakeholders, including sensitive information.
Excellent time management skills with the ability to prioritise and re-prioritise.
Well-developed interpersonal and communication skills.
Can take minutes / notes of meetings.
Intermediate keyboard skills, use of a range of software including Microsoft Word, Outlook and Excel.

Qualifications

Essential

GCSE pass grade in maths and English.
Educated to NVQ level 4 in a relevant subject or equivalent level of qualification or equivalent previous proven experience.

Experience

Essential

Significant administration and / or secretarial experience, including developing and managing office systems.
Experience of dealing with the public.

Desirable

Experience of working in a complaint handling environment, or managing challenging and sensitive enquiries.
Experience of working in the NHS, public sector or other health care provider.

Personal Statement / Motivation for Applying

Essential

Please use this section to explain how you meet the additional criteria in the Personal Specification including your reasons and motivation for applying.

Person Specification

Knowledge and Skills

Essential

Understand key issues within the NHS.
Can communicate effectively both orally and in writing, with a range of stakeholders, including sensitive information.
Excellent time management skills with the ability to prioritise and re-prioritise.
Well-developed interpersonal and communication skills.
Can take minutes / notes of meetings.
Intermediate keyboard skills, use of a range of software including Microsoft Word, Outlook and Excel.

Qualifications

Essential

GCSE pass grade in maths and English.
Educated to NVQ level 4 in a relevant subject or equivalent level of qualification or equivalent previous proven experience.

Experience

Essential

Significant administration and / or secretarial experience, including developing and managing office systems.
Experience of dealing with the public.

Desirable

Experience of working in a complaint handling environment, or managing challenging and sensitive enquiries.
Experience of working in the NHS, public sector or other health care provider.

Personal Statement / Motivation for Applying

Essential

Please use this section to explain how you meet the additional criteria in the Personal Specification including your reasons and motivation for applying.

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.