Complaints Facilitator

TN United Kingdom; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An exciting opportunity has arisen for a Complaints Facilitator within a leading NHS trust in London. This role focuses on providing a high-quality complaints service, ensuring early resolution and effective communication with patients and relatives. You will manage a central complaints team, handle a diverse caseload, and liaise with clinical teams to enhance service delivery. Join a forward-thinking organization dedicated to patient care and sustainability, where your skills will contribute to continuous improvement in healthcare services.

Qualifications

• At least two years of experience with NHS complaints regulations.
• Strong verbal and written communication skills essential.

Responsibilities

• Manage a caseload of complaints from initial contact to resolution.
• Produce reports to support improvement work.

Skills

Verbal Communication

Written Communication

Problem-Solving

Attention to Detail

Interpersonal Skills

IT Skills

Job description

An exciting development opportunity has arisen with the central complaints team for a Band 6 Complaints Facilitator.

Supporting the Corporate Board and the Private Patients complaints team, the purpose of this role will be to provide a comprehensive and high-quality complaints service to our patients and relatives, with a focus on early resolution.

Day-to-day duties will include managing the central complaints team as part of a rota system, managing a caseload of complaints from initial contact to providing a quality response that demonstrates learning and empathy, liaising with clinical teams, and producing reports to support improvement work.

Main duties of the job

At least two years of previous working knowledge and experience of the NHS complaints regulations is essential. Excellent verbal and written communication skills to develop and deliver high-quality communications and reporting are vital to this role, as well as strong IT and interpersonal skills.

You will also have a high level of attention to detail and problem-solving skills, enabling you to take ownership and accountability of the complaints process and identify areas where performance and service deliverables can be improved.

Working for our organisation

University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services to people from the local area, throughout the United Kingdom, and overseas. Our vision is to deliver top-quality patient care, excellent education, and world-class research.

We provide first-class acute and specialist services across eight sites:

• University College Hospital (including the Elizabeth Garrett Anderson Wing)
• National Hospital for Neurology and Neurosurgery
• Royal National ENT and Eastman Dental Hospitals
• University College Hospital Grafton Way Building
• Royal London Hospital for Integrated Medicine
• University College Hospital Macmillan Cancer Centre
• The Hospital for Tropical Diseases
• University College Hospital at Westmoreland Street

We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specializes in women’s health and the treatment of cancer, infection, neurological, gastrointestinal, and oral diseases. It has world-class support services including critical care, imaging, nuclear medicine, and pathology.

We are committed to sustainability and have pledged to become a carbon net-zero health service, embedding sustainable practices throughout UCLH. We have set an ambitious target of net zero for our direct emissions by 2031 and indirect emissions by 2040.