Job summary
An exciting opportunity has arisen for a Complaints Officer to join our team in Middlesbrough. The team are responsible for the day-to-day management of the NHS Complaints Process, dealing with both verbal and written complaints from service users, carers, family members, and their advocacy representatives.
The successful applicant will be capable of managing a caseload independently and analysing problems presented to them from our service users and their families. You will be kind, caring and articulate and can remain calm under pressure. Knowledge of MS Office and a high level of verbal and written communication is essential, as is a dedicated and flexible approach to team working.
Main duties of the job
The successful applicant will work with service users and or their families to provide a confidential, flexible and responsive Complaints Handling Service. The role will involve being the first port of call into the department, triaging of all contact received, and managing a caseload of early resolution complaints in a timely manner.
About us
We are a dedicated, skilled and experienced team who have our patients at the heart of everything that we do. We are committed to finding anearly resolution to those who use our services in order to learn from past experiences and to continuously improve our services. We are lookingfor someone to join our team who shares the same passion and drive to make a difference.
Job description
Job responsibilities
The Complaints Officer role is integral to providing an identifiable service to assist patients, their relatives and carers with enquiries and concerns about TEWV.
The Complaints Officer will act as a facilitator, working closely with staff and managers to resolve complaints in a timely and effective way in order to achieve the best possible outcome for our service users or their families. They advise patients on the NHS complaints procedure and provide information about independent complaints advocacy services. They act as a catalyst for change, feeding back patients and carers views and recommending actions to resolve problems, promoting continual service improvements.
The post holder will work within the Complaints Team to provide a high quality and responsive patient-centered service to those who use our services.
To promote at all times a positive image of people with mental health conditions and learning disability.
Provides an accessible, timely and confidential Complaints service for patients, carers and staff at the Trust.
Acts as an effective, compassionate facilitator and mediator to help resolve complaints.
Job description
Job responsibilities
The Complaints Officer role is integral to providing an identifiable service to assist patients, their relatives and carers with enquiries and concerns about TEWV.
The Complaints Officer will act as a facilitator, working closely with staff and managers to resolve complaints in a timely and effective way in order to achieve the best possible outcome for our service users or their families. They advise patients on the NHS complaints procedure and provide information about independent complaints advocacy services. They act as a catalyst for change, feeding back patients and carers views and recommending actions to resolve problems, promoting continual service improvements.
The post holder will work within the Complaints Team to provide a high quality and responsive patient-centered service to those who use our services.
To promote at all times a positive image of people with mental health conditions and learning disability.
Provides an accessible, timely and confidential Complaints service for patients, carers and staff at the Trust.
Acts as an effective, compassionate facilitator and mediator to help resolve complaints.
Person Specification
Qualifications
Essential
- Educated to 1st degree level or evidence of equivalent study and /or relevant experience.
- Evidence of on-going professional or personal development, training.
- Recognised/Accredited Root Cause Analysis Training
Desirable
- PHSO Complaints Handling Accredited Training.
- Training and facilitation experience or qualification.
- Clinical qualification
Experience and Knowledge
Essential
- Experience of working in health, social care, public service setting
- Demonstrates expert knowledge of engagement processes working with patients, carers and relatives and groups.
- Evidence of collaborative work with healthcare practitioners in clinical services.
- Knowledge of Microsoft Word and other packages
Desirable
- Evidence of facilitating service improvement.
- Evidence of leading audit and effectiveness initiatives
- Evidence of understanding research and development techniques
- Evidence of designing and/or facilitating workshops for groups to build capacity for improved quality of patient engagement
Skills
Essential
- Able to prioritise and plan work
- Shows real people and customer awareness skills
- Negotiation and mediation skills able to deal with conflict and difficult situations
- Shows communication and listening skills
- Able to work within set frames, working to priorities and deadlines
- Ability to use and maintain resources efficiently, effectively and encourage others to do so
- Can demonstrate computer literacy in Microsoft / Windows and IT systems including database management
- Able to undertake analysis of data and trends and report them clearly
- Able to work flexibly and as part of a team
- Able to store information and data safely and securely
Personal Attributes
Essential
- Able to work in accordance with the Trust Values and Behaviours.
- Able to identify own training needs though the appraisal process.
- Able to delegate tasks and responsibility appropriately, monitoring outcomes
- Sufficient to perform the duties of the post with any aids and adaptions
- Committed to continual quality and service improvement
- Committed to promoting a positive image of people with mental health conditions, learning disabilities or Autism
- Committed to promoting a positive image of the Complaints Service.
- Self awareness and committed to continual personal development.
Desirable
- Able to assess the work of the team, provide clear constructive feedback to the team in order to maintain and improve performance
- Experience of team building and development
Communication
Essential
- Able to communicate effectively at all levels of the Trust
- Effective negotiation and conflict resolution skills
- Evidence of report writing to standard for executive presentation
- Excellent presentation skills
- Demonstrates high level of original thought, innovation and problem solving skills
- Able to organise and facilitate meetings effectively
- Able to establish positive work relationships
Other Requirements
Essential
- Ability to travel independently in accordance with Trust policies and service need.
- Acts in a way that is consistent with legislation, policy and procedures and abides by the Trust Health and Safety Policies
- Able to identify potential risks involved in work activity for self and others
- Demonstrates ability to treat everyone with whom he/she comes into contact with dignity and respect
- Understands and has experience of working with equality policies and procedures
- Ability to identify and take action when own and other's actions undermines equality and diversity
- Demonstrates skill in assisting other to access to exercise their rights
- Understands the legislation and ethical implications of safe and secure storage of data
Person Specification
Qualifications
Essential
- Educated to 1st degree level or evidence of equivalent study and /or relevant experience.
- Evidence of on-going professional or personal development, training.
- Recognised/Accredited Root Cause Analysis Training
Desirable
- PHSO Complaints Handling Accredited Training.
- Training and facilitation experience or qualification.
- Clinical qualification
Experience and Knowledge
Essential
- Experience of working in health, social care, public service setting
- Demonstrates expert knowledge of engagement processes working with patients, carers and relatives and groups.
- Evidence of collaborative work with healthcare practitioners in clinical services.
- Knowledge of Microsoft Word and other packages
Desirable
- Evidence of facilitating service improvement.
- Evidence of leading audit and effectiveness initiatives
- Evidence of understanding research and development techniques
- Evidence of designing and/or facilitating workshops for groups to build capacity for improved quality of patient engagement
Skills
Essential
- Able to prioritise and plan work
- Shows real people and customer awareness skills
- Negotiation and mediation skills able to deal with conflict and difficult situations
- Shows communication and listening skills
- Able to work within set frames, working to priorities and deadlines
- Ability to use and maintain resources efficiently, effectively and encourage others to do so
- Can demonstrate computer literacy in Microsoft / Windows and IT systems including database management
- Able to undertake analysis of data and trends and report them clearly
- Able to work flexibly and as part of a team
- Able to store information and data safely and securely
Personal Attributes
Essential
- Able to work in accordance with the Trust Values and Behaviours.
- Able to identify own training needs though the appraisal process.
- Able to delegate tasks and responsibility appropriately, monitoring outcomes
- Sufficient to perform the duties of the post with any aids and adaptions
- Committed to continual quality and service improvement
- Committed to promoting a positive image of people with mental health conditions, learning disabilities or Autism
- Committed to promoting a positive image of the Complaints Service.
- Self awareness and committed to continual personal development.
Desirable
- Able to assess the work of the team, provide clear constructive feedback to the team in order to maintain and improve performance
- Experience of team building and development
Communication
Essential
- Able to communicate effectively at all levels of the Trust
- Effective negotiation and conflict resolution skills
- Evidence of report writing to standard for executive presentation
- Excellent presentation skills
- Demonstrates high level of original thought, innovation and problem solving skills
- Able to organise and facilitate meetings effectively
- Able to establish positive work relationships
Other Requirements
Essential
- Ability to travel independently in accordance with Trust policies and service need.
- Acts in a way that is consistent with legislation, policy and procedures and abides by the Trust Health and Safety Policies
- Able to identify potential risks involved in work activity for self and others
- Demonstrates ability to treat everyone with whom he/she comes into contact with dignity and respect
- Understands and has experience of working with equality policies and procedures
- Ability to identify and take action when own and other's actions undermines equality and diversity
- Demonstrates skill in assisting other to access to exercise their rights
- Understands the legislation and ethical implications of safe and secure storage of data
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).
