Complaints Manager

Hull University Teaching Hospitals NHS Trust; England; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated individual to enhance their complaints management process. In this role, you'll be pivotal in promoting a culture of prompt resolution and support in challenging situations. You'll collaborate with various partners, develop policies, and ensure that the complaints procedure fosters learning and improvement. If you're passionate about making a difference in the healthcare sector and possess strong communication and interpersonal skills, this opportunity is perfect for you. Join a team that values empathy, flexibility, and the development of new skills.

Qualifications

• Minimum of two years middle/senior level administrative experience.
• Direct involvement in the development of policies and procedures.

Responsibilities

• Promote a culture of prompt resolution for complaints and concerns.
• Liaise with partners including Primary Care and Mental Health Trusts.
• Monitor and report on complaints and PALS concerns.

Skills

Analytical Skills

Communication Skills

Organizational Skills

Interpersonal Skills

Understanding of NHS Complaints Procedure

Education

Professional Qualification relevant to role

Clinical Qualification

Management Qualification

Job description

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Detailed job description and main responsibilities

Key Responsibilities:

• Promote a culture of prompt resolution for complaints and concerns.
• Provide practical support in stressful situations and handle challenging behaviour.
• Liaise with partners including Primary Care, Ambulance and Mental Health Trusts, and Social Services.
• Develop and review policies and procedures for raising concerns and complaints.
• Ensure the Group's complaints procedure fosters a culture of learning and improvement.
• Monitor and report on complaints and PALS concerns to identify trends and areas of risk.
• Participate in training events to promote effective complaints management

Applications from job seekers who require current Skilled Worker Visa sponsorship to work in the UK are welcome and will be considered alongside all other applications. You can determine the likelihood of obtaining a Certificate of Sponsorship for the post by assessing your circumstances against criteria specified on the gov.uk website.

Should we receive a high volume of applications the advert may be closed earlier than stated.

Person specification

Education/Qualifications

Essential criteria

• Possess a professional qualification relevant to role/ experience of undertaking role

Desirable criteria

• Clinical Qualification and/or Management Qualification

Knowledge/Training & Experience

Essential criteria

• Minimum of two years middle / senior level administrative experience
• Direct Involvement in the development of policies and procedures
• Understanding of principles of complaints handling
• Demonstrable experience of working effectively in a multi-professional agency environment
• Working with patients and relatives who may be distressed or aggrieved
• Analytical Skills, literacy, numeracy and the use of information
• Understanding of NHS Complaints Procedure

Desirable criteria

• NHS background and experience
• Active engagement in the Implementation of policies and procedures
• Extensive knowledge and experience of complaints handling

Communciation and Interpersonal Skills

Essential criteria

• Must possess patience, tact and diplomacy
• Demonstrates credibility with clinical colleagues
• Must possess excellent communication skills
• Must possess excellent organisational skills
• Experience of working successfully under pressure of time and resources
• Demonstrates understanding of confidentiality

Other Requirements

Essential criteria

• Good timekeeper
• Ability to work from between hospital sites as required to meet the demands of the service

Special Attributes and other

Essential criteria

• Shows motivation in developing new skills
• High level of interpersonal skills
• Demonstrate empathy and diplomacy
• Flexible and reliable

Employer certification / accreditation badges

Documents to download

• JD (PDF, 576.3KB)