Complaints Manager London, England
Job description
Main duties of the job
You will work as part of a team to provide a complaints case management service to patients, the public and staff, managing a continuous caseload for certain divisions of the hospital.
This will require you to review and assess each complaint and make a judgement about the nature of the complaint, e.g. routine, complex, a safeguarding concern requiring escalation, and help determine the most appropriate way to manage the complaint. This will sometimes require you to organise and chair meetings with a range of people e.g. complainants, consultants, matrons, advocacy services.
You will manage a caseload of complaints and undertake thorough investigations into the complaints received, collating evidence and producing draft responses for divisional and executive sign off.
When investigating your complaints you will need to communicate with a range of staff at all levels within the organisation, and build and maintain good relationships with clinical and non-clinical staff. You will also need to challenge staff and help identify issues from complaints to drive service improvement.
You will record your complaint investigations, the action taken and the outcomes onto the Trust’s risk management database, Datix, and be able to provide high quality reports to the relevant committees on complaints data, including the themes and trends over time.
Working for our organisation
The Royal Free London NHS Foundation Trust is one of the UK’s biggest and most innovative trusts. Across three main hospitals, our dedicated army of staff care for over 1.6million patients, treat more than 200,000 in A&E, deliver over 8,000 babies and carry out more than 17million tests.
Our size, scale and influence offer you unrivalled career opportunities and a forward-thinking approach to working that works around your lifestyle. From flexible hours and generous benefits, to next level training, we make it easier to take your career to the top
For more information please follow link https://www.royalfreelondonjobs.co.uk/
Detailed job description and main responsibilities
Please see attached job description for more information about this role and working at Royal Free London NHS Foundation Trust.
Person specification
Education, Experience, Skills and Personal Qualities
Essential criteria
- Demonstrable ability to meet the Trust Values
- Educated to GCSE or equivalent
- A levels/equivalent
- Relevant demonstrable experience of working in a complaints role/environment
- Experience working in an environment with conflicting pressures and changing workload
- Experience of working within a team and of developing good working relationships with internal and external staff at all levels
- Experience working within the NHS
- Experience of change management initiatives
- Computer literate with experience of Microsoft Word, Outlook, Excel
- Excellent and accurate typing skills
- Robust organisational skills with the ability to prioritise workload and meet tight timescales
- Excellent communication skills, both written and oral
- Ability to use own initiative and work with minimal supervision as part of a team
- Excellent interpersonal skills
- Excellent telephone manner with the ability to deal tactfully, sympathetically and efficiently with all enquiries
- Ability to represent the trust in a professional manner at all times
- Highly motivated and resourceful
- A flexible approach with the ability to work under pressure and deal with conflicting demands.
Desirable criteria
- Diploma / degree
- Experience of collating data and extrapolating information
- Demonstrates analytical and problem solving skills
- Experience of working across multiple sites
- Experience of Datix
- Leadership skills and ability to motivate others
Covid-19 Vaccination
Getting vaccinated, and getting a booster, remains the best defence against COVID-19.
We encourage and support staff to get COVID-19 vaccine and a booster dose as and when they are eligible.- AT* - Apprenticeship Training. Where AT* is entered next to the job title indicates that this vacancy is for an apprenticeship role.
- By applying for this role, you accept if successful, that your personal data may be transferred from the Trust to another NHS organisation where your employment transfers within the NHS. This is in accordance with the streamlining programme which aims at saving you time and improving efficiencies within the NHS when your employment transfers. Therefore we require you to complete your stat and Man e-learning modules prior to joining our organisation.
- If you are an EU/EEA citizen who does not have EU Settlement or Pre-Settled status, you will require a visa to work in the UK. Please Note: We are unable to sponsor Band 2 to 4 as the salary does not meet the UKVI Points Based system threshold.
- If you require sponsorship for a visa to work in the UK, to avoid disappointment, please check to ensure you are eligible under the UKVI points based system
- If you are offered a role with one of the NLPSS partner trusts, as part of pre-employment checks your identity and right to work documentation will be verified remotely (in most circumstances), using a certified identity verification service provider TrustID. You will be asked to capture an image of the relevant documents as well as a “selfie” using your smartphone/tablet (if available) for facial matching. TrustID will also perform a digital address check using Trunarrative and Equifax, which is a soft check and does not leave a footprint on your credit rating. For more information, visit www.trustid.co.uk
- The Trust uses electronic new starter forms on Trac to collect personal details. Information collected is securely stored and used to set up the employee record on the ESR HR system.
- The Trust will request a DBS (CRB) if post involves regulated activities. The Trust is compliant with the Disclosure and Barring Service Codes of practice and the Rehabilitation of offenders act.
- By applying for this post you are agreeing to Royal Free London NHS Foundation Trust transferring the information contained in this application to its preferred applicant management system. If you are offered a job, information will also be transferred into the national NHS Electronic Staff Records system.
- Please be aware of scams – unless specified above, we will only communicate with you via @recruit.trac.jobs or nhs.net e-mails and we will never ask you for any payments.
Applications are welcome from people wishing to job share or work flexible patterns. We are committed to equal opportunities.
Please note:
- Due to the high number of applications that are received for some posts we may close this vacancy before the advertised closing date. Therefore please apply for this post as soon as you can, if you are interested and you meet the requirements of the Person Specification
- Only those candidates who clearly demonstrate how they meet the person specification will be shortlisted for this job.
- Interview arrangements will be communicated via email so please check your email regularly following the closing date.
