Complaints Officer

Job overview

Are you looking for a job where you can support patients, their relatives, friends and carers in giving feedback and supporting our complaints process.  If so, this may be the position for you.  The complaints team function within our Patient Experience & Engagement Team are looking to recruit a Complaints Officer. You will form part of our friendly and dedicated team to support in the administration and management of complaints. Working primarily on complaints, concerns, compliments and comments for the Family Health Care Group with a  focus on maternity and neonatal services.  You will work closely with a Senior Complaints Coordinator and liaise with complainants,  care group leadership teams and stakeholders throughout the process.

The demands of the job are varied and involve communication in writing, the telephone and in person during complaint meetings.  You would be dealing with a range of service users who may at times be upset or challenging. If you can show compassion, empathy and sensitivity this role would be ideally suited to you. Within this role, you will be able to demonstrate your excellent administration experience, organisation and typing skills.  If you can multi-task and have the ability to engage, listen and work pro-actively, working to timescales and within a set process, we would like to hear from you.

We can offer you support and training if you can offer us a caring, compassionate manner and a willingness to work with our staff and service users.

Main duties of the job

In addition to the below summary you need to familiarise yourself with full Job Description and Person Specification documents attached to this advert.

Able to support in the management of a caseload of complaints.

Able to act with compassion and display empathy in sometimes challenging situations and difficult conversations.

Able to manage administration tasks, entering data on to the Trust’s database with accuracy.

Able to work in a busy environment.

Able to compose emails and type letters to an excellent standard of spelling and grammar.

Confident in liaising with staff to aid resolution of enquiries.

A good working knowledge of Trust systems and processes.

Excellent typing ability and knowledge of Microsoft systems (outlook, word and Excel).

Previous applicants need not apply.

Detailed job description and main responsibilities

Please refer to the job description and person specification attached to the advert for the full details of the vacancy.