Clinical Complaints Case Manager

The Shrewsbury and Telford Hospital NHS Trust; West Midlands; On-site; GBP 32,000 - 52,000; Full time

Job summary

The Shrewsbury and Telford Hospital NHS Trust is seeking a candidate for a role focused on clinical governance, patient safety, and training development within the NHS framework. The post emphasizes handling complaints, delivering training, and contributing to service improvement across trust sites.

Applicants should bring a degree or equivalent, IT proficiency (ECDL), and professional registration, plus proven NHS experience.

Qualifications

• Degree level or equivalent.
• ECDL or equivalent IT skills.
• Professional Registration.
• Knowledge and experience of handling complaints in an NHS setting.
• Experience of working in the NHS with knowledge and understanding of current healthcare and patient safety issues.
• Experience of designing and delivering training.
• Statistical analysis and report writing.
• Knowledge of clinical governance, risk management and associated control mechanisms.

Skills

Interpersonal communication

Judgment and decision making

Time management

Education

Degree level or equivalent

ECDL or equivalent IT skills

Counselling qualification

Job description

Detailed job description and main responsibilities

For full duties and responsibilities of this role, please refer to the attached document entitled Job Pack.

Person specification

Qualifications

Essential criteria

• Degree level or equivalent
• ECDL or equivalent IT skills

Desirable criteria

• Counselling qualification

Qualifications

Essential criteria

• Professional Registration

Experience

Essential criteria

• Knowledge and experience of handling complaints in an NHS setting
• Experience of working in the NHS with knowledge and understanding of current healthcare and patient safety issues
• Experience of designing and delivering training
• Statistical analysis and report writing
• Knowledge of clinical governance, risk management and associated control mechanisms

Skills

Essential criteria

• Ability to assimilate a range of complex information and make judgments
• Excellent interpersonal and communication skills
• Ability to deal with conflicting demands ensuring that key priorities and deadlines are met through effective time management

We commit to removing barriers for people with disabilities or long-term health conditions in recruitment, training, and career progression. We will offer an interview to all applicants with a disability who meet the minimum criteria for the above position and will support reasonable adjustments wherever possible. In addition, whilst all applicants will be judged on merit alone, we particularly welcome applications from candidates who are male, from black and minority ethnic backgrounds or who have a disability, as these are currently under-represented in our workforce.

We are committed to offering an interview to applicants from the Armed Forces community who meet the minimum criteria for the position. In addition, for those who are successfully appointed from the Armed Forces community, the Trust are committed to recognising previous service and rank in terms of pay, annual leave and other terms and conditions.

We are committed to equal opportunities in employment. The policies and practices of the Trust aim to promote an environment that is free from all forms of unlawful or unfair discrimination and values the diversity of all people. At the heart of our policy, we seek to treat people fairly, flexibly and with dignity and respect.

Don't meet every single requirement? Studies have shown that women and people from an Ethnic minority background are less likely to apply for jobs unless they meet every single qualification. We are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

We aim to create a trusting, flexible workplace, that attracts talent and enables everyone to be their best working self. Many of our colleagues work flexibly in many different ways, including part-time. Please talk to us at interview about the flexibility you need. We can't promise to give you exactly what you want, but we do promise a fair and equitable process that balances your needs, the needs of our patients and service delivery.

Our Commitment to Safety and Respect - The Trust is a signatory to the NHS Sexual Safety Charter and is committed to a safe, inclusive workplace free from sexual misconduct, harassment, and discrimination.