Job summary
With 750,000 residents in Manchester and Trafford, the challenge of providing a first-class integrated health and social care system, equipped to meet the needs of a large population, is both immense and fascinating. Despite the challenge,Manchester University NHS Foundation Trust (MFT) is passionate about meeting it head-on. As England's largest NHS Foundation Trust, we encourage our 25,000 employees to work collaboratively to deliver forward-thinking services. As such, we embrace a culture of continuous improvement, resulting in progressive workplaces in which we rank our people as our most valuable asset and where you are able to pursue your interests, gain job satisfaction and provide the highest level of care for our patients and their families.
Sector-leading benefits
You will be provided access to high quality training and development initiatives. This is a valuable chance to pursue your immediate and long-term goals. We will also provide you with a competitive benefits package that includes generous holiday entitlement, childcare support and a desirable NHS pension.
Main duties of the job
The Complaints Department is at the heart of our ambitions to deliver a forward-thinking healthcare service. This is where we provide real time, effective assistance to complainants by telephone and by email; imparting highly sensitive, emotive feedback to concerns and enquiries about care and treatment that are raised by patients and their families. You will be actively involved in coordinating the investigation into what went wrong and either achieving a satisfactory resolution or demonstrating learning based on the complainants wishes. Under the guidance of a Complaints Team Leader, you will manage a low to medium case load and will deputise for the Complaints Team Leader as appropriate. This is an exciting opportunity for an ambitious, self motivated individual who is looking to develop their career in this fascinating specialised area at a corporate level.
About us
MFT is England's largest NHS Trust with a turnover of £2.6bn & is on a different scale than most other NHS Trusts. We're creating an exceptional integrated health & social care system for the 1 million patients who rely on our services every year.
Bringing together 10 hospitals & community services from across Manchester, Trafford & beyond, we champion collaborative working & transformation, encouraging our 28,000 workforce to pursue their most ambitious goals. We set standards that other Trusts seek to emulate so you'll benefit from a scale of opportunity that is nothing short of extraordinary.
We've also created a digitally enabled organisation to improve clinical quality, patient & staff experience, operational effectiveness & driving research and innovation through the introduction of Hive; our brand-new Electronic Patient Record system which we've launched in September 2022.
We're proud to be a major academic Research Centre & Education provider, providing you with a robust infrastructure to encourage and facilitate high-quality research programmes. What's more, we're excited to be embarking on our new Green Plan which will set out how MFT continues to play its part in making healthcare more sustainable.
At MFT, we create and foster a culture of inclusion and belonging, provide equal opportunities for career development that are fair, open and transparent, protecting your health and wellbeing and shaping the future of our organisation together.
Job description
Job responsibilities
To find out more about the key responsibilities and the specific skills and experience youll need, take a look at the Job Description & Person Specification attachments under the Supporting Documents heading. So that youre even more equipped to make an informed decision to apply to us, youll need to take time to read the Candidate Essentials Guide that sits with the Job Description and Person Specification. This document provides you with details about the Trust, our benefits and outlines how we care for you as you care for others. Most importantly, it also contains critical information youll need to be aware of before you submit an application form.
Diversity Matters
MFT is committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, email our team at resourcing@mft.nhs.uk.
Were looking forward to hearing from you!
Job description
Job responsibilities
To find out more about the key responsibilities and the specific skills and experience youll need, take a look at the Job Description & Person Specification attachments under the Supporting Documents heading. So that youre even more equipped to make an informed decision to apply to us, youll need to take time to read the Candidate Essentials Guide that sits with the Job Description and Person Specification. This document provides you with details about the Trust, our benefits and outlines how we care for you as you care for others. Most importantly, it also contains critical information youll need to be aware of before you submit an application form.
Diversity Matters
MFT is committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, email our team at resourcing@mft.nhs.uk.
Were looking forward to hearing from you!
Person Specification
Education
Essential
- 'A' Level qualification (BTEC National or BTEC Higher Nationals as an an equivalent or equivalent level of experienc
- Information Technology qualification or equivalent experience
Desirable
- Customer Service Training
- Conflict resolution training
Experience
Essential
- Recent experience of working across boundaries with and between sectors and organisations
- Experience of working to strict deadlines
- Experience of working independently and as a member of a team
- Experience in the use of analytical and judgement skills when reviewing information which can be conflicting
- Experience of critical thinking to ensure the main points of correspondence/concern are captured and responded to appropriately
- Experience of formulating letters and reports to a very high standard
- Excellent knowledge of Microsoft Office
Desirable
- Previous local government or voluntary service sectors
- Experience of mediation or concilation
- Experience of helping people with death loss and bereavement
- Experience of writing complaint responses and handling of multiple cases
Knowledge and skills
Essential
- Significant experience of compliance and adhering to policies and procedures
- Experience of working in a challenging environment, dealing with a wide range of sensitive and contentious issues and within an organisation under public and political scrutiny
- Understanding of Equality and Diversity
- to plan and organise own workload to meet targets and deadlines
Desirable
- To unpick essential issues from written and verbal information that may be incomplete or inconsistent
- Ability to develop working relationships with key players to gain their support
- Ability to produce written reports for senior managers
- Knowledge of the NHS complaints procedure and National Health Service Complaints (England) Regulations (2009)
Attribute
Essential
- Ability to listen using appropriate questioning, restating, summarising and confirming understanding
- Ability to speak clearly using nondiscriminatory and inclusive language at an appropriate level for the recipient
- Ability to convey complicated written and verbal information in an uncomplicated and empathetic manner appropriate to recipient
- Ability to take initiative demonstrating autonomy and independence in work
Desirable
- Ability to receive and reflect on feedback and suggestions from others
- Ability to think laterally and creatively and be persuasive in overcoming obstacles
Person Specification
Education
Essential
- 'A' Level qualification (BTEC National or BTEC Higher Nationals as an an equivalent or equivalent level of experienc
- Information Technology qualification or equivalent experience
Desirable
- Customer Service Training
- Conflict resolution training
Experience
Essential
- Recent experience of working across boundaries with and between sectors and organisations
- Experience of working to strict deadlines
- Experience of working independently and as a member of a team
- Experience in the use of analytical and judgement skills when reviewing information which can be conflicting
- Experience of critical thinking to ensure the main points of correspondence/concern are captured and responded to appropriately
- Experience of formulating letters and reports to a very high standard
- Excellent knowledge of Microsoft Office
Desirable
- Previous local government or voluntary service sectors
- Experience of mediation or concilation
- Experience of helping people with death loss and bereavement
- Experience of writing complaint responses and handling of multiple cases
Knowledge and skills
Essential
- Significant experience of compliance and adhering to policies and procedures
- Experience of working in a challenging environment, dealing with a wide range of sensitive and contentious issues and within an organisation under public and political scrutiny
- Understanding of Equality and Diversity
- to plan and organise own workload to meet targets and deadlines
Desirable
- To unpick essential issues from written and verbal information that may be incomplete or inconsistent
- Ability to develop working relationships with key players to gain their support
- Ability to produce written reports for senior managers
- Knowledge of the NHS complaints procedure and National Health Service Complaints (England) Regulations (2009)
Attribute
Essential
- Ability to listen using appropriate questioning, restating, summarising and confirming understanding
- Ability to speak clearly using nondiscriminatory and inclusive language at an appropriate level for the recipient
- Ability to convey complicated written and verbal information in an uncomplicated and empathetic manner appropriate to recipient
- Ability to take initiative demonstrating autonomy and independence in work
Desirable
- Ability to receive and reflect on feedback and suggestions from others
- Ability to think laterally and creatively and be persuasive in overcoming obstacles
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).
