Liaison Manager

The Parliamentary and Health Service Ombudsman; Manchester; On-site; GBP 35,000 - 50,000; Full time

Job summary

A public service organization is seeking a Liaison Manager for its Manchester team. The role involves managing relationships with stakeholders and delivering high-quality service. Candidates must have a strong understanding of NHS and Parliamentary procedures along with excellent communication and decision-making skills. A competitive benefits package, including 30 days' annual leave and flexible working hours, is offered.

Benefits

30 days' annual leave

Flexible working hours

Qualifications

• Experience in complaint handling demonstrating good practice.
• Ability to establish credibility at managerial and senior levels.
• Familiarity with Ombudsman casework processes.

Responsibilities

• Manage relationships with internal and external stakeholders.
• Make complex decisions collaborating with casework teams.
• Act as an ambassador for PHSO.

Skills

Knowledge of NHS and Parliamentary environment

Excellent verbal communication

Interpersonal skills

Influencing skills

Ability to motivate others

Job description

We currently have around 475 employees based at our two sites in London (Millbank) and Manchester.

Complaints about government departments and other public organisations are referred to us through MPs, while those about the NHS in England are usually received directly from complainants.

In 2016-17, we completed 4,239 investigations and 112 resolutions about 5,179 organisations. We upheld 36% of the complaints we investigated. This indicates that the organisation complained about made mistakes or provided poor service, negatively affecting the complainant, and this was not remedied.

When an investigation results in an upheld complaint, we seek appropriate redress for any unresolved injustice or hardship suffered by the complainant. This may include an explanation, an apology, procedural changes to prevent recurrence, or, where appropriate, compensation.

About the role

Do you understand Ombudsman casework processes and other regulatory organisations?

We are recruiting a Liaison Manager for our Manchester team. You will act as an ambassador for PHSO, managing relationships with internal and external stakeholders to deliver high-quality service.

The successful candidate will have knowledge of the NHS, Parliamentary environment, and other public bodies, and how these impact PHSO operations. You should have excellent verbal and written communication, interpersonal skills, and confidence to establish credibility at managerial and senior levels. Influencing skills and the ability to motivate others are also essential.

You will work closely with casework teams, making complex decisions; therefore, prior complaints handling experience demonstrating good practice is required.

This role offers a competitive benefits package, including 30 days' annual leave and flexible working hours.

How to apply

Applications should be submitted via our e-recruitment site by 10:00 am on 24th May. Interviews and assessments will take place during the week of 28th May.

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