Complaints Team Administrator London, England
Job description
Previous applicants need not apply.
NHS AfC: Band 4
The Complaints Department is a very busy and sensitive environment. The team work to tight deadlines, supporting a wide audience which includes staff, service users, carers/relatives, members of the public, local partners, commissioners, health service regulators and other organisations.
The Complaints Team Administrator is an important role within the Department and often the first point of contact for families/carers and other members of the service user’s network; therefore the post holder plays an central role in ensuring a good patient experience and positive image of the service and Trust.
The post holder will be responsible for providing a proactive, comprehensive administrative to the Complaints team, enabling the team to operate effectively and efficiently. The post holder will use their interpersonal and communication skills in dealing with what are frequently complex and emotional situations over the telephone and in person.
The post holder’s responsibilities will require the ability to travel to all Trust’s sites.
The role includes supporting the timely resolution of concerns and complaints, ensuring accurate record keeping, along with managing and monitoring local administrative data systems. Therefore, we are looking for someone who is efficient, flexible, friendly and organised with good written and strong oral communication skills, who will be able to develop good working relationships with staff working across the Trust.
Excellent communication skills, both written and verbal, are essential as the role requires the post holder to receive and provide a response to sensitive or contentious information.
Due to the nature of the enquiries we receive, the role can be challenging at times and we therefore require the post holder to demonstrate a flexible, resilient, calm and sympathetic approach.
About the location:
You will be based at our Trust headquarters located at Denmark Hill less than 5 minutes from the train station (zone 2). We also provide services and operate across other locations, such as London boroughs of Croydon, Lambeth, Lewisham and Southwark; and substance misuse services for residents of Bexley, Lambeth, Greenwich and Wandsworth.
We look forward to receiving your application.
We are looking for an administrator with excellent organisation and communication skills and a keen eye for detail. The successful candidate will be proactive, assertive, adaptable, work well within a team and be passionate about providing a high-quality service. We are looking for a candidate who has a positive attitude, is efficient, great with systems and inspired by the idea of making a difference.
- managing and overseeing the administrative component of the complaints and compliments database - inputting information, monitoring and updating operational data quality
- Utilising a keen eye for detail and used to a busy role
- To ensure careful consideration of sensitive information and confidentiality
- Support the team with monitoring service-related data activity.
