Complaints Officer

Tameside and Glossop Integrated Care NHS FT; Ashton-under-Lyne; On-site; GBP 30,000 - 40,000; Full time

Job summary

A NHS Trust is seeking a motivated individual for the role of Complaints Officer. This position involves managing patient feedback and concerns, ensuring timely responses in line with NHS standards. The ideal candidate will possess excellent organisational and communication skills and will support a culture of learning and improvement within the Trust. Benefits include flexible working, generous leave, and an NHS pension scheme.

Benefits

Flexible working

27-33 days annual leave plus bank holidays

NHS Pension Scheme

Free eye tests and health checks

Gym discount

Free bicycle loan scheme

Qualifications

• Ability to manage feedback from various stakeholders effectively.
• Experience in upholding trust and NHS complaints procedures.
• Strong administrative skills to maintain database and generate reports.

Responsibilities

• Support delivery of the complaints management process at the Trust.
• Facilitate communication with complainants and stakeholders.
• Input data onto local and national databases.

Skills

Excellent organisational skills

Effective communication

Problem resolution

Job description

We are seeking a motivated and dedicated individual to support the delivery of an accessible, responsive, and patient-focused complaints service. The Complaints Officer role is varied and rewarding, involving listening to feedback from patients, families, carers, and members of the public, and helping to address their concerns with care and clarity. You will play a key role in shaping how the Trust responds to feedback, ensuring communications are clear, empathetic, and timely, while also supporting the team that guides patients and their families through their queries and concerns. We are looking for someone with excellent organisational and administrative skills, who can communicate effectively, resolve problems, and uphold the Trust and NHS Complaints procedures.

As part of the Corporate Nursing and Integrated Governance Team, you will help foster a culture of learning and continuous improvement across all aspects of patient care, influencing and enhancing the experience of those who use our services. The Integrated Governance Team at Tameside and Glossop Integrated Care NHS Foundation Trust is committed to openness, transparency, and candour. We value the experiences of patients, relatives, and carers, and believe in improving safety and quality through learning and positive change.

The main purpose of this role is to provide support for the organisation in the delivery of the robust management of concerns and complaints relating to patient care and treatment at the Trust. The post holder would be expected to facilitate the concerns and complaints process for patients and staff. This includes regular contact with complainants, patients, and internal and external stakeholders to appropriately respond to concerns raised within agreed timescales and in line with the Trust’s complaint process and national NHS Complaint Standards. As part of this process the post holder will also be responsible for input of data onto local and national databases, compilation of reports to show departmental and divisional performance as well as formulating complaints correspondence.

Our Vision

Our vision is to improve health outcomes for our population and influence wider determinants of health through collaboration with our health & care partners.

Values & Behaviours

We have a clear set of values & behaviours which we expect all of our staff to demonstrate:

• Compassion
• Accountability
• Respect
• Excellence

We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.

We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from Black, Asian & minority ethnic candidates, LGBTQ+& Disabled people.

Benefits

Benefits include; flexible working, 27-33 days annual leave plus bank holidays, sick pay, NHS Pension Scheme, free eye tests and health checks, gym discount, free bicycle loan scheme, salary sacrifice car scheme, support with stress, bereavement, relationships, finance, and much more.

For further details / informal visits contact: Name: Liz Penny Job title: PALS & Complaints Manager Email address: [e-mail] Telephone number: 01619226506 Can be contacted Mon, Tues and Friday