Job summary
To support the management of a professional administration service to the Complaints and PALS department to all its users and colleagues.
To assist the Complaints Case Managers in the efficient and effective management of complaints.
To coordinate the recording of complaints- triage/ grading and investigation in accordance with NHS timelines and Trust policy.
Main duties of the job
Be responsible for the registration and recording of all complaints received by the Trust and provide comprehensive administrative to the Complaints Team.
Act as the first pint of contact for the Complaints Team via telephone, email or written correspondence.
Direct telephone queries to the Complaints Case Managers and any other key staff as needed and where appropriate, dealing with all calls in a professional and courteous manner.
Triage and respond to telephone, email, written or face to face queries related to complaints and ensure that any contact is recorded on the Trusts complaint management system QSIS and that all records are kept up to date and accurate. You will be required to use initiative in determining the most effective way to respond to/ address enquiries and acquire a wide-ranging knowledge of Trust processes, systems and departments.
About us
Our Trust
Cambridge University Hospitals (CUH) NHS Foundation Trust comprises Addenbrooke's Hospital and the Rosie Hospital in Cambridge. With over 11000 staff and over 1100 beds the priorities of the Trust focus on a quality service which is all about people - patients, staff and partners. Recognised as providing 'outstanding' care to our patients and rated 'Good' overall by the Care Quality Commissioner, is testament to the skill and dedication of the people who work here. CUH's values - Together - Safe, Kind, Excellent - are at the heart of patient care, defining the way all staff work and behave. The Trust provides accessible high-quality healthcare for the local people of Cambridge, together with specialist services, dealing with rare or complex conditions for a regional, national and international population.
CUH is committed to promoting a diverse and inclusive community - a place where we can all be ourselves. We value our differences and fully advocate and support an inclusive working environment where every individual can fulfil their potential. We want to ensure our people are truly representative of all the communities that we serve. We welcome applications for all positions in the organisation irrespective of people's age, disability, ethnicity, race, nationality, gender identity, sex, sexual orientation, religion or belief, marriage and civil partnership status, or pregnancy and maternity status or social economic background.
Job description
Job responsibilities
Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.
This vacancy will close at midnight on the 27th July 2023.
Interviews are due to be held on the 10th August 2023.
Benefits to you
We offer development opportunities and a wide range of benefits including on-site leisure facilities, shopping concourse, day nurseries and access to a great transport system with easy access to airports and rail travel.
Please note if you would like to discuss the required hours of this role further, you should approach the contact given. In some cases alternative working hours will be considered.
We welcome applications from the Armed Forces.
Job description
Job responsibilities
Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.
This vacancy will close at midnight on the 27th July 2023.
Interviews are due to be held on the 10th August 2023.
Benefits to you
We offer development opportunities and a wide range of benefits including on-site leisure facilities, shopping concourse, day nurseries and access to a great transport system with easy access to airports and rail travel.
Please note if you would like to discuss the required hours of this role further, you should approach the contact given. In some cases alternative working hours will be considered.
We welcome applications from the Armed Forces.
Person Specification
Qualifications
Essential
- A good level of general education including GCSE English and Maths or equivalent.
- Educated to A level or NVQ level 3 Customer Service/ Business Admin /ITQ or equivalent.
- Typing qualification or equivalent experience.
Desirable
- Secretary qualification or equivalent.
- ECDL or equivalent.
Experience
Essential
- Experience of working in a busy office environment or reception service.
- Secretarial and /or administrative experience including minute taking.
- Prioritising, planning and organising own tasks.
- Working within guidelines.
- Experience of dealing with difficult situations and confrontations.
- Data entry experience and documentation.
- Experience of IT packages - Microsoft office.
- Experience of producing documents to a high standard.
Desirable
- Previous experience of working in NHS.
- Previous experience of using NHS based systems such as QSIS, Datix, Epic or equivalent.
Knowledge
Essential
- Understanding of confidentiality and data protection.
- Sound knowledge of office procedures.
- Understanding of customer service.
- Good working knowledge of Microsoft Office packages.
Desirable
- Knowledge of Trust information systems.
- Awareness of NHS targets and Trust priorities.
- Good understanding of the national and local political context
Skills
Essential
- Ability to work as part of a team.
- Excellent communication skills including telephone, email, face to face.
- Ability to influence and able to respond to sensitive and confidential enquiries.
- Demonstrate good customer service skills.
- Ability to develop templates for letters.
- Ability to organise and manage own time keeping to schedule and deadlines.
- Ability to use own initiative and work autonomously.
- Ability to demonstrate leadership skills.
- Willing to take on/learn new skills.
- Ability to show attention to detail and accuracy.
- Ability to adapt to change.
- Ability to work under pressure.
- Ability to store and safeguard confidential documents.
- Evidence of continuing professional development.
Additional Requirements
Essential
- The ability to understand and behave at all times, towards patients, visitors and colleagues according to the Trust values of safe, kind, excellent.
Person Specification
Qualifications
Essential
- A good level of general education including GCSE English and Maths or equivalent.
- Educated to A level or NVQ level 3 Customer Service/ Business Admin /ITQ or equivalent.
- Typing qualification or equivalent experience.
Desirable
- Secretary qualification or equivalent.
- ECDL or equivalent.
Experience
Essential
- Experience of working in a busy office environment or reception service.
- Secretarial and /or administrative experience including minute taking.
- Prioritising, planning and organising own tasks.
- Working within guidelines.
- Experience of dealing with difficult situations and confrontations.
- Data entry experience and documentation.
- Experience of IT packages - Microsoft office.
- Experience of producing documents to a high standard.
Desirable
- Previous experience of working in NHS.
- Previous experience of using NHS based systems such as QSIS, Datix, Epic or equivalent.
Knowledge
Essential
- Understanding of confidentiality and data protection.
- Sound knowledge of office procedures.
- Understanding of customer service.
- Good working knowledge of Microsoft Office packages.
Desirable
- Knowledge of Trust information systems.
- Awareness of NHS targets and Trust priorities.
- Good understanding of the national and local political context
Skills
Essential
- Ability to work as part of a team.
- Excellent communication skills including telephone, email, face to face.
- Ability to influence and able to respond to sensitive and confidential enquiries.
- Demonstrate good customer service skills.
- Ability to develop templates for letters.
- Ability to organise and manage own time keeping to schedule and deadlines.
- Ability to use own initiative and work autonomously.
- Ability to demonstrate leadership skills.
- Willing to take on/learn new skills.
- Ability to show attention to detail and accuracy.
- Ability to adapt to change.
- Ability to work under pressure.
- Ability to store and safeguard confidential documents.
- Evidence of continuing professional development.
Additional Requirements
Essential
- The ability to understand and behave at all times, towards patients, visitors and colleagues according to the Trust values of safe, kind, excellent.
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
Cambridge University Hospital NHS Foundation Trust
Address
Addenbrookes Hospital - Corporate
Hills Road
Cambridge
CB2 0QQ
Employer's website
https://www.cuh.nhs.uk (Opens in a new tab)