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Job description

We are looking for an enthusiastic Complaints Administrator to join our Team. The post involves providing an efficient and comprehensive secretarial and administrative support to the Complaints and PALs Team.

The post holder will assist in the handling of verbal and informal complaints from the public , their advocate and through liaison with other staff and take action to ensure that they achieve an early and effective resolution

• To act as the first point of contact for the Complaints and PALs Team via telephone, email, or written correspondence and for visitors.
• The post holder will work systematically with colleagues in the Complaints and PALs teams in the management of all aspects of the complaint’s procedure and provide accurate information on all aspects of the services the Trust provides, including how to raise a concern or make a complaint in line with Trust procedure.
• The post holder will triage and respond to face to face, written, telephone or concerns or complaints and ensure they are recorded on the Trusts complaint management system Datix.
• Ensure all records are up to date and accurate, and log all new concerns and complaints received by the Trust and issue them to the appropriate divisional team.

The Countess of Chester Hospital NHS Foundation Trust consists of a 600 bedded large District General Hospital, which provides its services on the Countess of Chester Health Park, and a 64 bedded Intermediate Care Service at Ellesmere Port Hospital.

The Trust provides services in all of the surgical and medical specialties common to a District General Hospital with some specialist services. The Trust serves the whole of the local population currently in excess of 250,000 residents which geographically covers populations in England and North Wales.

The Trust strives to continuously improve and sustain the quality of its services for patients, providing care to more than 445,000 patients per year, with almost 4,000 staff working together putting quality and patient safety, at the heart of everything we do. The organisation provides a wide range of services offering health care to the whole spectrum of the population from birth to the end of life. The Trust complies with its terms of authorisation as a Foundation Trust.

See Job Description for further details.

Recruitment selection processes are based on competence (see Person specification) and values.

Please note applicants will be required to pay for their DBS check. Costs are deducted from salary following appointment. The cost of the DBS application is £23 (standard) or £43 (enhanced), this cost will be deducted from your salary over the first three months of employment.

You are encouraged to enrol for the DBS Update Service. A small annual fee of £13 per year applies.

New entrants to the NHS will commence on the minimum of the scale stated above.

Applicants are advised to apply early as if a large number of applications are received for this post, we reserve the right to close the vacancy prior to the advertised date.

Good luck with your application.

About Countess of Chester Hospital

Revenue: $100 to $500 million (USD)
Size: 1001 to 5000 Employees
Type: Hospital
Website: www.coch.nhs.uk