Job summary
Complaints and Significant Events
We are seeking an experienced Complaints officer to manage and resolve patient complaints efficiently and effectively across The Lewisham Care Partnership.
Our ideal candidate has a deep understanding of customer service best practices, is analytical and possesses excellent communication skills.
Ultimately the role of the Complaints officer is to ensure that complaints are handled professionally and that our patients feel heard, valued and satisfied with the resolution.
Responsibilities
- Receive, document and track patient complaints
- Conduct thorough investigations into complaints
- Implement effective resolution strategies to address patient complaints
- Coordinate with various internal hubs and site managers to handle complaints efficiently
- Act as the first point of contact for patients raising concerns within the practice
- Monitor patient satisfaction levels and develop plans for improvement
- Prepare reports on complaint trends and present to management
- Train staff on customer service standards and complaint handling procedures
- Ensure compliance with organisation policies and regulatory guidelines
- Identify and implement improvements in complaint management processes
Qualifications
- Proven experience as a Complaints officer or
similar customer service role
- Excellent verbal and written communication
skills
- Strong problem-solving abilities
- Ability to work well under pressure and handle
difficult situations
Main duties of the job
- Knowledge of customer service and complaint management processes
- Experience in reporting and trend analysis
Human Resources
- Advertising posts
- Arranging/conducting interview dates
- Offer of position Terms and conditions
- TLCP Onboarding process
- Induction
- Exit interviews
- Arrange staff events- i.e. Christmas
- New or existing HR Policies updated
- Liaising with expert in employment law (equality and diversity, right to work, working hours, etc.)
- Working closely with professional bodies such as HR support organisations
- Keeping up to date records on colleagues on HR Software
- Managing TLCP Bluestream Academy Mandatory training log
- Managing National workforce reporting service extractions for both regular employees and ARRS role
- Advising and supporting, mediate line managers on the less complex employee relations issues
Communication :
- Website
- Newsletter content and design- Staff and Patients
- Sharepoint- Posting PLT- Newsletter-Meeting-Staff Events
- NHS net comments
- PPF-Communication only
About us
Mission Statement: Each and every patient Matters
TLCP Partnership aims to provide high quality health care in a responsive, supportive, courteous and cost-effective manner. We will:
Provide a service which puts patient welfare at the heart of all we do
Work within the framework of NHS Primary Care Services to provide professional medical, nursing and other services which meet the identified needs of patients
Promote best practice through utilising specialist expertise within the practice team and externally and encouraging the continuous professional development of all members of the practice team
Nurture a culture which is innovative, forward looking and adaptable
Take into account the evidence provided by scientific and medical research in our treatment
Job description
Job responsibilities
Job Title Human Resource, Complaints and Communication Administrator
Line ManagerHR Hub Manager
Accountable toManaging Partner
Hours per week37.5
Pay rateUp to £15/hr based on experience
Primary Responsibilities HR, Complaints and Communication
The following are the core responsibilities of the Human resources. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:
Human Resources
- Advertising posts
- Job descriptions and person specifications
- Arranging/conducting interview dates
- Obtaining CVs
- Sending out notices to unsuccessful applicants
- Offer of position Terms and conditions
- Handbook
- Contract
- DBS checks
- Next kin
- New Starter (Bank details,P45)
- References
- Immunisation
- Induction
- Obtaining all GMC,NMC, Smart,
- P60
- Exit interviews
- Arrange staff events- i.e. Christmas
- New or existing HR Policies updated
- Liaising with expert in employment law (equality and diversity, right to work, working hours, etc.)
- Working closely with professional bodies such as HR support organisations
- Keeping up to date records on colleagues on HR Software
- Managing performance on HR software absence including holiday leave, sick leave, study leave or compassionate leave, appraisals (Streamline appraisals possibly each hub one a month)
- Managing TLCP Bluestream Academy Mandatory training log
- Managing National workforce reporting service extractions for both regular employees and ARRS role
- Advising and supporting, mediate line managers on the less complex employee relations issues
- Alerting and supporting line managers in the management of sickness absence.
- Advising and supporting line managers in non-complex disciplinary cases
- Advising managers in the early stages of the employee grievances
- To advise Managers on the recruitment and selection of staff, including job advertisement design, job descriptions and person specifications, assessment methods and selection procedure. To act as best practice Advisor to panels, particularly if other members are not trained. In addition, the post holder will advise and support Managers in the redeployment of staff displaced through organisational change or other cause.
- To assist Managers in the management of attendance to support their achievement of targets for the reduction of sickness absence rates. This will include the provision of statistical information and assisting with sickness absence reviews up to and including Stage 3 action under the TLCP policy. In addition will advise and support Managers in ill-health retirement or redeployment situations and the management of staff who are classed as disabled under the terms of the Equality Act.
- To advise and support managers in handling disciplinary cases, including participation in the investigation of cases as allocated by the HR Manager. To participate in hearing first stage minor offence disciplinary cases in accordance with TLCP procedure.
- To support managers in the resolution of grievances and to participate in hearing the first stages of the procedure.
- To work with Managers to achieve a positive employee relations environment and to resolve issues constructively
- Heales Occupational health referrals support
Communication :
- Website
- Social media (Postings only ie Flu campaign, new services,useful contacts google
- Newsletter content and design- Staff and Patients
- Sharepoint- Posting PLT- Newsletter-Meeting-Staff Events
- NHS net comments
- PPF-Communication only
Complaints/ Significant events:
- Managing all TLCP Complaints, acknowledging, responding and Auditing.
Job description
Job responsibilities
Job Title Human Resource, Complaints and Communication Administrator
Line ManagerHR Hub Manager
Accountable toManaging Partner
Hours per week37.5
Pay rateUp to £15/hr based on experience
Primary Responsibilities HR, Complaints and Communication
The following are the core responsibilities of the Human resources. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:
Human Resources
- Advertising posts
- Job descriptions and person specifications
- Arranging/conducting interview dates
- Obtaining CVs
- Sending out notices to unsuccessful applicants
- Offer of position Terms and conditions
- Handbook
- Contract
- DBS checks
- Next kin
- New Starter (Bank details,P45)
- References
- Immunisation
- Induction
- Obtaining all GMC,NMC, Smart,
- P60
- Exit interviews
- Arrange staff events- i.e. Christmas
- New or existing HR Policies updated
- Liaising with expert in employment law (equality and diversity, right to work, working hours, etc.)
- Working closely with professional bodies such as HR support organisations
- Keeping up to date records on colleagues on HR Software
- Managing performance on HR software absence including holiday leave, sick leave, study leave or compassionate leave, appraisals (Streamline appraisals possibly each hub one a month)
- Managing TLCP Bluestream Academy Mandatory training log
- Managing National workforce reporting service extractions for both regular employees and ARRS role
- Advising and supporting, mediate line managers on the less complex employee relations issues
- Alerting and supporting line managers in the management of sickness absence.
- Advising and supporting line managers in non-complex disciplinary cases
- Advising managers in the early stages of the employee grievances
- To advise Managers on the recruitment and selection of staff, including job advertisement design, job descriptions and person specifications, assessment methods and selection procedure. To act as best practice Advisor to panels, particularly if other members are not trained. In addition, the post holder will advise and support Managers in the redeployment of staff displaced through organisational change or other cause.
- To assist Managers in the management of attendance to support their achievement of targets for the reduction of sickness absence rates. This will include the provision of statistical information and assisting with sickness absence reviews up to and including Stage 3 action under the TLCP policy. In addition will advise and support Managers in ill-health retirement or redeployment situations and the management of staff who are classed as disabled under the terms of the Equality Act.
- To advise and support managers in handling disciplinary cases, including participation in the investigation of cases as allocated by the HR Manager. To participate in hearing first stage minor offence disciplinary cases in accordance with TLCP procedure.
- To support managers in the resolution of grievances and to participate in hearing the first stages of the procedure.
- To work with Managers to achieve a positive employee relations environment and to resolve issues constructively
- Heales Occupational health referrals support
Communication :
- Website
- Social media (Postings only ie Flu campaign, new services,useful contacts google
- Newsletter content and design- Staff and Patients
- Sharepoint- Posting PLT- Newsletter-Meeting-Staff Events
- NHS net comments
- PPF-Communication only
Complaints/ Significant events:
- Managing all TLCP Complaints, acknowledging, responding and Auditing.
Person Specification
Skills and Personal Qualities
Essential
- Excellent communication skills (written and oral)
- Strong IT skills
- Clear, polite telephone manner
- Competent in the use of Office and Outlook
- Effective time management (Planning & Organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving & analytical skills
- Ability to follow policy and procedure
- Polite and confident
- Flexible and cooperative
- Motivated
- Forward thinker
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
Desirable
- EMIS / Systmone / Vision user skills
- Understanding of clinical coding
Qualifications
Essential
- Educated to GCSE level or equivalent
Desirable
- GCSE Mathematics & English (C or above)
- NVQ Level 2 in Health and Social Care
Experience
Essential
- Experience of working with the general public
- Experience of administrative duties
Desirable
- Experience of working in a health care setting
Person Specification
Skills and Personal Qualities
Essential
- Excellent communication skills (written and oral)
- Strong IT skills
- Clear, polite telephone manner
- Competent in the use of Office and Outlook
- Effective time management (Planning & Organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving & analytical skills
- Ability to follow policy and procedure
- Polite and confident
- Flexible and cooperative
- Motivated
- Forward thinker
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
Desirable
- EMIS / Systmone / Vision user skills
- Understanding of clinical coding
Qualifications
Essential
- Educated to GCSE level or equivalent
Desirable
- GCSE Mathematics & English (C or above)
- NVQ Level 2 in Health and Social Care
Experience
Essential
- Experience of working with the general public
- Experience of administrative duties
Desirable
- Experience of working in a health care setting
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.
