Complaints Officer

NHS; Nottingham; On-site; GBP 24,000 - 26,000; Full time

Job summary

A leading healthcare organization is seeking a Complaints Officer to support patients and their families through the complaints process. This role involves managing complaints, providing empathetic communication, and ensuring accurate administration. The ideal candidate will have strong organizational skills and experience in customer service, particularly in challenging environments. Join a dedicated team committed to improving patient experiences.

Qualifications

• Experience in customer service, preferably in NHS.
• Able to handle difficult and emotive situations.

Responsibilities

• Support in managing a caseload of complaints.
• Liaise with staff to aid resolution of enquiries.

Skills

Communication

Empathy

Organization

Administration

Education

NVQ 3 in customer services

Relevant IT qualifications

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

Go back Nottingham University Hospitals NHS Trusts

Complaints Officer

Information:

This job is now closed

Job summary

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.

About us

With over 19,000 staff, we are one of the biggest employers in the city with a central role in supporting the health and wellbeing of our local population. We play a leading role in research, education and innovation.

Come and join our wonderful team at NUH. We are big believers in diversity and welcome new ideas to help develop our team in order to deliver world class healthcare to the vast patient populations we serve. With endless personal development opportunities available, at NUH we will endeavour to turn your job into a career!

We particularly welcome applications from people who identify as Black, Asian and Minority Ethnic, or Disabled, as we are striving to be better represented at NUH.

Job responsibilities

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

Person Specification

Experience

• Experience in working in a customer service environment
• Preferably front facing, NHS, used to dealing with difficult and emotive situations

Training and qualifications

• NVQ 3 in customer services and relevant IT qualifications, ECDL or equivalent

Communication and relationship

• Able to provide information to end users, tailoring the provision of information to facilitate understanding.
• Able to be highly empathetic towards the concern of patients and carers
• Able to receive highly sensitive information and action it whilst taking account of confidentiality issues
• Able to act as a facilitator in order to achieve a desired outcome.

Planning and organisational

• Able to support a complaint caseload, liaising with the divisions and administratively supporting investigating managers and others.
• Able to ensure timeframes are met and able to prioritise tasks.

Analytical and Judgement skill

• Able to receive and manage sensitive information and decide the most appropriate course of action.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer name

Nottingham University Hospitals NHS Trusts

£24,625 to £25,674 a yearper annum pro rata