Job summary
The PALS and Complaints Department at the Northern Care Alliance NHS Foundation Trust are looking for enthusiastic, committed people to join their team.
You will be part of a team managing a caseload of formal complaints for Bury Care Organisation. You will need excellent communication (verbal and written), organisation and time management skills, alongside a proactive approach to develop and improve the service.
The PALS and Complaints department provide a service across all 4 sites of NCA.The team is hardworking and the department is very busy with ever changing priorities. The department has a teamwork ethic, supporting each other to ensure the best service to our patients and their carers.
Main duties of the job
You will work with colleagues in the management of formal complaints, ensuring compliance with national and local procedures and guidelines and will possess excellent written and oral communication skills and be able to work under pressure, managing own caseload with minimal supervision, using initiative and experience to respond to complaints in an effective, timely and professional manner.
You will ensure all complaints are investigated and responded to in line within NHS and Trust Complaints Handling Policy and Key Performance Indicators and provide guidance and assist in the delivery of training to Trust staff on the Complaints Policy and Procedure.
About us
The Northern Care Alliance NHS Foundation Trust (NCA) provides hospital and integrated health and social care services to over one million people living across Greater Manchester. Our 20,000 colleagues care for people in hospital and in the community, working across Bury, Rochdale, Oldham and Salford, to save and improve lives.
As a large NHS trust we are committed to enhancing the health of our local population by delivering consistently high standards of care and working closely with local authorities and key partners. We believe in our power and potential to make a difference and we're always looking for people who demonstrate our three core values - care, appreciate and inspire - to join our team.
In return, we can offer you a job role with purpose and flexibility. The size and scale of the NCA means we can provide more challenge and opportunities so your career can always be moving in the right direction. By joining us you can also access a competitive benefits package, including, a fantastic annual leave allowance, flexible working opportunities and protected hours for health and wellbeing activities, helping you to achieve more personal downtime and a better work-life balance.
Job description
Job responsibilities
To read more information about the advertised role, and the main job duties/responsibilities please open the Job Description and Person Specification located under the supporting documents heading. You can also read more information about working at the Northern Care Alliance within the attached Candidate Information Pack or by visiting our careers website: www.careers.northerncarealliance.nhs.uk
Job description
Job responsibilities
To read more information about the advertised role, and the main job duties/responsibilities please open the Job Description and Person Specification located under the supporting documents heading. You can also read more information about working at the Northern Care Alliance within the attached Candidate Information Pack or by visiting our careers website: www.careers.northerncarealliance.nhs.uk
Person Specification
Qualifications
Essential
- Degree or equivalent qualification or relevant experience managing complaints or concerns
Knowledge and Skills
Essential
- Knowledge of relevant complaints guidance
- An understanding of the role of key agencies - PHSO, CQC, Advocacy Services
- High standard of written skills (there will be a test)
Desirable
- Using Datix or a similar system
Experience
Essential
- Experience of managing complaints
- Experience of working with staff at all levels
- Experience in a customer care setting
Desirable
- Previous NHS Experience
- Experience of presenting data - written and verbally
- Experience of providing training
Person Specification
Qualifications
Essential
- Degree or equivalent qualification or relevant experience managing complaints or concerns
Knowledge and Skills
Essential
- Knowledge of relevant complaints guidance
- An understanding of the role of key agencies - PHSO, CQC, Advocacy Services
- High standard of written skills (there will be a test)
Desirable
- Using Datix or a similar system
Experience
Essential
- Experience of managing complaints
- Experience of working with staff at all levels
- Experience in a customer care setting
Desirable
- Previous NHS Experience
- Experience of presenting data - written and verbally
- Experience of providing training
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).