Complaints Manager, Band 6

Gloucestershire Hospitals NHS Foundation Trust

Information:

This job is now closed

Job summary

The Patient Investigation and Learning Team are looking for a flexible, dedicated and resilient Band 6 fixed term Complaints Manager. The successful applicant will be expected to contribute to Departmental objectives in the process and management of complaints, ensuring compliance with external regulations and standards.

The proposed interview date is 7th March

Main duties of the job

The successful applicant will be pro-active, adaptable, highly motivated with exceptional administrative and communication skills. They will be well organised and able to work methodically, accurately and pay attention to detail. We are looking for a team member who possesses excellent interpersonal skills.

To manage and investigate and follow up patients' and relatives' complaints relating to services, care and treatment delivered by GHNHSFT. To manage co-ordinating and preparing responses, ensuring the process is fair and equitable for all parties and complies with external regulations, standards and Trust policy and process.

About us

With a team of over 9,000 employees, we are proud to be the largest employer in Gloucestershire and rank among the top 10 largest Trusts in the South West region. By joining our Trust, you will benefit from an excellent package that includes exclusive benefits, flexible working opportunities and the chance to gain valuable experience in one of our innovative hospitals. As well as generous annual leave allowance, access to the excellent NHS pension scheme, competitive bank rates, discounts at local shops and restaurants, access to two on-site nurseries, discounted public transport, reward and recognition and a range of health and wellbeing initiatives to support you.

The Complaints Department sits within the Patient Investigation and Learning Team (PILT) of Gloucestershire Hospitals NHS Foundation Trust. The PILT investigate, resolve and provide recommendations for learning in respect of complaints, claims and patient safety investigations. We are a friendly team who are passionate about their roles, patient experience and patient safety.

Date posted

12 February 2025

Pay scheme

Agenda for change

Band

Band 6

Salary

£37,338 to £44,962 a year pa pro rata

Contract

Fixed term

Duration

12 months

Working pattern

Part-time, Flexible working

Reference number

318-25-T0138

Job locations

Gloucestershire Royal Hospital

Gloucester

GL1 3NN


Job description

Job responsibilities

The successful applicant will need to use active listening skills and empathy to obtain confidential information from complainants. Ensuring complaints are fully investigated and responses are comprehensive, sensitive and balanced within the agreed deadline by obtaining information from relevant clinical, nursing and managerial staff who have other competing priorities, seeking advice as required.

The successful applicant will have their own caseload and will need to be able to prioritise conflicting demands to support with achieving national performance targets for complaints management as set by the Department of Health in the NHS Complaints Procedure.

To work flexibly as part of the wider Patient Investigation and Learning Team, undertaking duties and activities relevant to level of post to improve the experience of patients and staff.

Job description

Job responsibilities

The successful applicant will need to use active listening skills and empathy to obtain confidential information from complainants. Ensuring complaints are fully investigated and responses are comprehensive, sensitive and balanced within the agreed deadline by obtaining information from relevant clinical, nursing and managerial staff who have other competing priorities, seeking advice as required.

The successful applicant will have their own caseload and will need to be able to prioritise conflicting demands to support with achieving national performance targets for complaints management as set by the Department of Health in the NHS Complaints Procedure.

To work flexibly as part of the wider Patient Investigation and Learning Team, undertaking duties and activities relevant to level of post to improve the experience of patients and staff.

Person Specification

Qualifications

Essential

  • Degree level or an equivalent level of experience and knowledge

Desirable

  • Experience of ongoing development and further training

Experience

Essential

  • Extensive use of Microsoft Office
  • Experience of liaison and partnership working with service users, carers, members of the public and a wide range of stakeholders

Desirable

  • Experience of working in a clinical environment
  • Experience in a complaint process role
  • Experience of liaison effectively with both clinical and non-clinical staff

Knowledge and Skills

Essential

  • Self-motivated and able to work unsupervised
  • Excellent written and verbal communication skills
  • Able to work prioritise and to work to tight deadlines
  • Able to analyse complex information

Desirable

  • Knowledge of NHS Complaints procedure
Person Specification

Qualifications

Essential

  • Degree level or an equivalent level of experience and knowledge

Desirable

  • Experience of ongoing development and further training

Experience

Essential

  • Extensive use of Microsoft Office
  • Experience of liaison and partnership working with service users, carers, members of the public and a wide range of stakeholders

Desirable

  • Experience of working in a clinical environment
  • Experience in a complaint process role
  • Experience of liaison effectively with both clinical and non-clinical staff

Knowledge and Skills

Essential

  • Self-motivated and able to work unsupervised
  • Excellent written and verbal communication skills
  • Able to work prioritise and to work to tight deadlines
  • Able to analyse complex information

Desirable

  • Knowledge of NHS Complaints procedure

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.

Certificate of Sponsorship

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.

Certificate of Sponsorship

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

Gloucestershire Hospitals NHS Foundation Trust

Address

Gloucestershire Royal Hospital

Gloucester

GL1 3NN


Employer's website

https://www.gloshospitals.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Gloucestershire Hospitals NHS Foundation Trust

Address

Gloucestershire Royal Hospital

Gloucester

GL1 3NN


Employer's website

https://www.gloshospitals.nhs.uk/ (Opens in a new tab)

For questions about the job, contact:

PA to Acting Head of PILT & Complaints

Cathryn Rasdell

cathryn.rasdell@nhs.net

03004225751

Date posted

12 February 2025

Pay scheme

Agenda for change

Band

Band 6

Salary

£37,338 to £44,962 a year pa pro rata

Contract

Fixed term

Duration

12 months

Working pattern

Part-time, Flexible working

Reference number

318-25-T0138

Job locations

Gloucestershire Royal Hospital

Gloucester

GL1 3NN


Supporting documents

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