Complaint Caseworker

Job summary

We are seeking to recruit a Complaint Caseworker who has the right set of values to join our team. This will be on a 12 month fixed term contract, to cover a secondment.

If you have sensitivity and empathy, can demonstrate excellent interpersonal skills and are a critical thinker with an aptitude for problem solving, this role would be ideal for you.

The post holder is an integral member of the Patient Experience Team, aiming to resolve queries, concerns and complaints quickly, effectively and in accordance with the NHS complaints regulations. This includes identifying opportunities where complaints can be resolved quickly and to the satisfaction of the complainant, as well as using appropriate methodology to carry out thorough investigations and write detailed response letters.

You will carry a caseload of complaints, from the first point of contact with the complainant. The role involves building strong relationships with the people who use our service as well as liaising with and supporting managers and staff to address questions and concerns. We are continually learning and improving, striving to create a complaint handling service that reflects national best practice and to use every complaint as an opportunity to better understand and improve the quality of our services.

If you would like to know more, we look forward to hearing from you.

Base Location: Poole Hospital

Interview Date: 14th August 2023

Main duties of the job

To understand the role in more detail please read the full job description and person specification documents which are attached to this advert.

About us

This is a really exciting time to join UHD! We are a three site acute trust with 'university hospital' status, due to our partnership with Bournemouth University, delivering highly regarded health services to the county of Dorset, and beyond. We employ some 10,000 staff, with an ambitious £250m estates programme on the way to delivering state-of-the-art facilities to meet the current and future healthcare needs of the populations we serve.

In an Area of Outstanding Natural Beauty (AONB) with over seven miles of sandy beaches, you'll find inspirational opportunities to achieve your perfect work/life balance. With the New Forest and the Purbecks on our doorstep, we're also less than three hours from London by road or train. The thriving towns of Poole, Bournemouth and Christchurch give way to idyllic villages and unspoilt landscapes just minutes from our hospitals.

Our values define who we are as #TeamUHD. They underpin everything we do now and in the future. They define how we treat our patients, visitors, and each other, our valued team mates and colleagues.

UHD are investing in services across the Trust, with many being transformed and developed following merger and the New Hospital Programme.

In some cases this means that a services may move site this year or next, either temporarily or long term. Recruiting Managers interviewing for this role will be happy to answer any specific questions that you have at interview.