Complaints Assistant Peterborough, England
Job description
An exciting opportunity has arisen at North West Anglia NHS Foundation Trust to join our dynamic and fast paced complaints team. Our department is responsible for the management of all Trust wide patient complaints and we are looking for a confident, well-organised and committed Complaints Assistant whose position will be paramount to the process of the formal complaints journey.
The successful applicant will work closely with other members of our small Complaints Team and Complaints Management while building good working relationships with the Clinical Divisions. Team work is essential while there is also the opportunity for you to work on your own initiative.
This role is a great opportunity for you to grow your knowledge and expand your skills for healthcare administration along with playing a key part in the effective management of formal complaints. You will be the first point of contact for all of our complainants, providing a prompt, courteous and confidential service. You will perform allocated tasks to progress the complaint such as registration, data inputting, liaising with the Divisions and facilitating local resolution meetings to provide a robust, comprehensive administrative process to support the complaints service.
The ability to work under pressure and prioritise own workload and to meet departmental and Trust deadlines are crucial in the support to the team. You must have the ability to demonstrate effective oral and written communication skills.
- Be the first point of contact for all enquiries relating to the Complaints Department. This may include identifying the key issues in the complaint, explaining the process, ensuring complainants feel involved in it and have clarified their key concerns.
- Responsible for handling telephone enquiries and other communications with diplomacy, respect and confidentiality at all times
- Recognising the severity of some complaints and possible safeguarding issues and escalating appropriately
- Maintain communication links with the Patient Advice and Liaison Service and the Clinical Risk Department
- Act upon e-mails received throughout the day.
- Type letters, emails and other communication as required.
- Prioritise workload by observing any deadlines, using your own initiative. Support the overall workload priorities of the Complaints Team to ensure they are able to work effectively utilising their time efficiently.
- Ensure any actions required following telephone calls are documented and are completed in a timely fashion.
- Arrange complaint meetings
- Undertake the day to day organisation of the office, developing systems for the control of paperwork and maintaining records as directed
- The post-holder will be required to meet strict deadlines and undertake any other duties applicable to the post and grade as may be assigned.
We welcome and encourage applications from people of all backgrounds. We particularly encourage applications from disabled, Black, Asian and Minority Ethnic (BAME) and candidates form our local communities.
Benefits to you
- 27 days annual leave for new starters, rising to 29 days after five years of service and 33 days after 10 years of service, plus 8 Bank Holidays (pro-rata for part time staff);
- NHS Pension Scheme:
- Flexible working opportunities;
- Increased hourly rates for unsociable hours e.g. night shifts, weekends, bank holidays;
- Career development and training;
- Wellbeing support and activities;
- In-house physiotherapy Service;
- On-site canteens with subsidised meals;
- Subsidised staff parking (currently free).
- Free Stagecoach Bus Travel to and from work within Cambridgeshire and Peterborough
