Job summary
An exciting development opportunity has arisen with the central complaints team for a Band 6 Complaints Facilitator.
Supporting the Corporate Board and the Private Patients complaints team, the purpose of this role will be to provide a comprehensive and high-quality complaints service to our patients and relatives, with a focus on early resolution.
Day to day duties will include managing the central complains team as part of a rota system, managing a caseload of complaints from initial contact to providing a quality response that demonstrates learning and empathy, liaising with clinical teams and producing reports to support improvement work.
Main duties of the job
At least two years previous working knowledge and experience of the NHS complaints regulations is essential. Excellent verbal and written communication skills to develop and deliver high quality communications and reporting are vital to this role, as well as strong IT and interpersonal skills.
You will also have a high level of attention to detail and problem solving skills which enable you to take ownership and accountability of the complaints process and identify areas where performance and service deliverables can be improved.
About us
University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas. Our vision is to deliver top-quality patient care, excellent education, and world-class research.
We provide first-class acute and specialist services across eight sites:
We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women's health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has world class support services including critical care, imaging, nuclear medicine and pathology.
We are committed to sustainability and have pledged to become a carbon net zero health service, embedding sustainable practice throughout UCLH. We have set an ambitious target of net zero for our direct emissions by 2031 and indirect emissions by 2040.
Job description
Job responsibilities
For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.
Come and be a part of the best NHS trust in England to work for, according to our staff*
UCLH top trust to work at in England for the second year running! : University College London Hospitals NHS Foundation Trust
*In the most recent NHS staff survey UCLH had the highest percentage of staff who said they would recommend us as a place to work, out of all general acute or acute/community NHS trusts in England for the second year in a row.
UCLH top trust to work at in England for the second year running! University College London Hospitals NHS Foundation Trust.
Once again, UCLH has received the highest score of all general acute and acute/community NHS trusts in England for staff that would recommend us as a place to work.
This vacancy has been advertised in accordance with the new NHS pay rate which will take effect from autumn 2024. Please note if your employment starts before the 24/25 pay scales are implemented you will be paid under the 23/24 pay scales and any backpay will be adjusted accordingly. Further information can be found athttps://www.nhsemployers.org/articles/pay-scales-202425
Job description
Job responsibilities
For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.
Come and be a part of the best NHS trust in England to work for, according to our staff*
UCLH top trust to work at in England for the second year running! : University College London Hospitals NHS Foundation Trust
*In the most recent NHS staff survey UCLH had the highest percentage of staff who said they would recommend us as a place to work, out of all general acute or acute/community NHS trusts in England for the second year in a row.
UCLH top trust to work at in England for the second year running! University College London Hospitals NHS Foundation Trust.
Once again, UCLH has received the highest score of all general acute and acute/community NHS trusts in England for staff that would recommend us as a place to work.
This vacancy has been advertised in accordance with the new NHS pay rate which will take effect from autumn 2024. Please note if your employment starts before the 24/25 pay scales are implemented you will be paid under the 23/24 pay scales and any backpay will be adjusted accordingly. Further information can be found athttps://www.nhsemployers.org/articles/pay-scales-202425
Person Specification
Knowledge and Qualifications
Essential
Desirable
- Education to post graduate degree level or equivalent
- Clinical background
Experience
Essential
- Relevant experience of managing patient complaints.
- Experience of dealing with and resolving patient concerns and queries.
- Experience of working in an acute trust.
- Experience of managing a database
- Experience of formulating reports and data analysis
Skills and Abilities
Essential
- Sound knowledge of NHS complaints regulations
- Understanding of clinical governance and quality improvement
- High level of numeracy
- High level of computing skills e.g. advanced skills in Microsoft Office
- Attention to detail
- Capacity to manage a demanding workload and deliver work to deadlines
- Ability to work within a team
Communication
Essential
- Strong writing skills
- Good communication skills ability to communicate with a wide range of stakeholders including senior managers and patients/relatives
Personal and People Development
Essential
Specific Requirements
Essential
- Work Pattern (e.g. hybrid working)
Person Specification
Knowledge and Qualifications
Essential
Desirable
- Education to post graduate degree level or equivalent
- Clinical background
Experience
Essential
- Relevant experience of managing patient complaints.
- Experience of dealing with and resolving patient concerns and queries.
- Experience of working in an acute trust.
- Experience of managing a database
- Experience of formulating reports and data analysis
Skills and Abilities
Essential
- Sound knowledge of NHS complaints regulations
- Understanding of clinical governance and quality improvement
- High level of numeracy
- High level of computing skills e.g. advanced skills in Microsoft Office
- Attention to detail
- Capacity to manage a demanding workload and deliver work to deadlines
- Ability to work within a team
Communication
Essential
- Strong writing skills
- Good communication skills ability to communicate with a wide range of stakeholders including senior managers and patients/relatives
Personal and People Development
Essential
Specific Requirements
Essential
- Work Pattern (e.g. hybrid working)
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).
